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Customer Care Excellence
Book

Customer Care Excellence

How to Create an Effective Customer Focus

Sarah Cook
Kogan Page, 2008
First Edition: 1992

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Editorial Rating

7

Qualities

  • Applicable

Recommendation

Customers’ collective buying power can make or break any company. While this may not be news to businesses, customers themselves are now realizing their collective strength and flexing their muscles. That makes customer satisfaction and retention even more crucial. Sarah Cook does a great job of showing the business impact of keeping your customers happy. She cites pivotal studies and tells numerous stories from actual companies to prove her thesis. In unembellished textbook style, she explains what really matters to consumers and how some companies have made their operations more customer-centric. While the book is slightly repetitive, it is also practical and informative. getAbstract recommends it to anyone who wants to build repeat customers and boost employee morale.

Take-Aways

  • In the face of increased competition, companies are emphasizing customer service.
  • Good customer service only happens when your employees understand their role in creating customer satisfaction.
  • Excellent service exceeds customers’ expectations.

About the Author

Sarah Cook is managing director of Stairway Consultancy, customer service specialists. She is also the author of Change Management Excellence, Practical Benchmarking and //How to Improve Your Customer Service.

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