Customer Care

Author: Richard W. Buchanan (New Zealand)
Publisher:
Publish Date: 2003-07-01
Features: Sally walks into a large supermarket but finds she can't find what she wants at all. Looking around, she sees two cashiers chatting behind a nearby counter. She then approaches them. The two cashiers seem not to notice Sally in front of them and continue their lively conversation. Finally, Sally has to gather the courage to ask one of the cashiers for help. The moment Sally finishes speaking, another cashier quickly and abruptly responds, her voice loud enough to be heard by everyone in the entire supermarket: "Sorry, didn't you see we're in the middle of a conversation?" Customer Care: Eliminating Barriers in Marketing proposes an easy-to-implement, step-by-step system that emphasizes all key areas of organizational operations. From a practical standpoint, it explains how organizations can improve their marketing, how to end actions that destroy customer service, companies, and how to save their own jobs. Therefore, whether you are a manager, a high-level executive, or just an ordinary employee, as long as you are worried about "customer churn," you absolutely cannot miss this book—after all, your competitors certainly won't!