It takes ten times as much investment to obtain business from a new customer as it does to generate more revenue from existing customers. This practical guide advises companies and organizations on how to implement a customer service strategy that should keep customers coming back. It presents case studies, research findings, quizzes and checklists to help companies re-evaluate their own customer care and retention policies.In order to consistently exceed customer expectations, we need not only a clear strategy but to find the right people, with the critical skills required to provide exceptional service. In this chapter we discuss how to manage the recruitmentanbsp;...
|Title||:||Delighting Your Customers|
|Author||:||Susan Nash, Derek Nash|
|Publisher||:||How To Books Ltd - 2001|