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Customer Management Excellence. Successful Strategies from Service Leaders

  • ID: 2215093
  • Book
  • October 2002
  • 224 Pages
  • John Wiley and Sons Ltd
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Customer Management Excellence determines the processes required for organisations to embark on service excellence programmes. It is designed to reduce the time of implementation from years to months, and discusses new thinking behind the emergence of customer service as a differentiator as well as exploring future trends.

This is very much a How To book aimed at giving the reader a real competitive advantage. The case studies reflect the innovation, motivation and determination of some of the nations leading players in their pursuit of service excellence.

Customer Management Excellence is packed full with readiness checklists enabling organisations to evaluate what needs to be put in place before embarking upon the service excellence journey.

Customer Management Excellence case studies focus on organisations who have achieved recognition through the National Customer Service Awards, an awards programme that runs in close association with Customer Management magazine. Both the National Customer Service Awards and Customer Management magazine fall under the umbrella of media and publishing company Quest Media.
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Part I.

Evaluating a customer–centric approach.

Enter the Customer Service Director.

Recognising the cultural needs of a service operation.

The Shift from Call Centre to Contact Centre.

Part II.

Dealing with Lifetime Values.

How to Deal with Unprofitable Customers.

Complaint (Feedback) Management.

Reputation Management.

Managing Expectation.

Part III.

Empowering Customer–Facing Staff.

Service Personnel Adopting the Sales Role.

Caring for your Carers.

The Final Chapter –


6 Case studies featuring main category winners from National Customer Service Awards.

Glossary of Terms.

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Mike Faulkner
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