Effective Customer Care is an essential guide to creating excellent customer service that will not only satisfy your customers and prompt orders, but also cement customer relationships and develop loyalty...and thus increase profits.The book covers every aspect of the customer care process including how to: find out what your customer wants rather than what you think they want; stop losing business, and gain market share; create a customer-focused team; achieve continuous improvement; develop robust problem-solving techniques, and reduce complaints; break down internal communication barriers; get your customers to be an "active reference" for you.Clear and concise in approach, and full of checklists, practical advice and case studies that bring concepts and ideas to life, Effective Customer Care is a must for your business bookshelf.

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有效的客户关怀是创造卓越客户服务的重要指南，不仅能让客户满意，而且能迅速下订单，这本书涵盖了客户关怀过程的各个方面，包括如何：找出客户想要什么，而不是你认为他们想要什么；停止业务流失，争取市场份额；创建以客户为中心的团队；实现持续改进；发展强有力的问题解决技巧，减少投诉；打破内部沟通障碍；让你的客户成为你的“积极参考”。方法清晰、简洁，充满了清单、实用建议和案例研究，将概念和想法带到生活中，有效的客户服务是你的商业书架上的必备品。