One stop customer care

All too often, quality customer care is rare. Customers, particularly those with concerns and complaints, are viewed as a necessary evil rather than an essential resource without whose constant support businesses cannot survive. The book demonstrates the necessity of: Treating customers as the essential core of every business Being positive about customer problems to protect your customer base and minimise costs Using complaints as market research and as a way of converting complainants into supportersThis book takes a hands-on approach, illustrated by case studies. It highlights the value of good customer care and how it is essential to any successful business.