Customer Management Excellence: Successful Strategies from Service Leaders

Introduction.

Acknowledgements.

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 -
Summary.

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

Glossary of Terms.

Index.