Customer care excellence sets the scene for customer care against a backdrop of increasing customer expectations globalization and developing technology using international case studies and examples including ebay virgin and aviva it looks to define really excellent service and shows how organizations can create customer focus. Extra info for customer care excellence how to create an effective customer focus customer care excellence how to create an effective customer care sample text other contact centres offer coaching in stress management as 54 per cent of centres in a recent survey reported symptoms of stress. Emphasizing both strategic and practical aspects of customer care customer care excellence explains how gaining customer commitment and motivating employees to deliver an excellent service at all your companys touch points can ensure successful results and satisfied customers. With more choice than ever before customers today have high expectations of products and services businesses need a top notch customer services system in place and customer care excellence explains how to achieve just that in clear practical language this book explains how to develop and sustain a customer service focus within a company. Get this from a library customer care excellence how to create an effective customer focus sarah cook demonstrates how to develop and sustain customer service focus within a company also includes material on how online technology has affected customer service and employee and customer engagement