Caring for the Customer, Fourth Edition

By Howard Senter

Caring for the Customer, Fourth Edition

Well-structured and easy to follow, this workbook will enable managers to explain the meaning and significance of customer care, identify internal and external customers, identify customers' expectations, provide an effective lead for the team, and more.

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Table of Contents

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Caring for the Customer, Fourth Edition

Workbook Introduction

Session A: About Customers

Session B: What is Customer Care?

Session C: Direct Customer Contact

Session D: Delivering Customer Care

2: Identifying Your Customer Care Problems

3: Managing for Customer Satisfaction

4: Setting and Monitoring Standards

5: A Customer Care Culture?

6: Summary

Performance Checks

Reflect and Review

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