Sarah Cook

Customer loyalty is essential to the long term financial success of your business, but with more choice then ever before, customers today have high expectations of the products and services they use. To continue to meet - and even to exceed - these high expectations, you need a top notch customer services system in place, and Customer Care Excellence will enable you to achieve just that. In clear, practical language, this book takes you through how you can develop and sustain a customer-service focus within your company. 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 company's touch points can ensure successful results and satisfied customers. This fully revised and updated edition includes new material examining the impact of social networking on customer behaviour and the emotional connection customers have with the brand, explaining how you can create a memorable customer experience. Author Sarah Cook takes you through the practical steps necessary to create a culture of customer focus and, crucially, shows how employee engagement leads to customer engagement.

As an IT manager, you depend on collaboration and teamwork. Whether you re a team leader, member, or part of a cross-function team, the successful implementation of your IT projects depends on team synergy and performance. Ideal for IT managers and anyone working with IT professionals, this book will help you to understand the characteristics of a high-performance team. It also gives you the skills to assess the overall performance of your own team, and develop an action plan for realising its potential. Benefits to business include: * Recognise the key characteristics of a high-performance team * Assess the current productivity of your own team * Develop a step by step action plan for transforming your team s performance

Coaching for High Performance is intended to inspire IT managers with practical advice and tips on how to create a coaching environment in their department. Applying coaching skills in the IT workplace will help create an environment of high performance. Coaching enables people improve performance and enhance the quality of work. Furthermore, it is a skill that is readily usable by all. It is a set of behaviours which can be used during a five- minute chat with a colleague or a direct report, during a one-to-one meeting, a performance review or as part of an IT project meeting. The author, Sarah Cook is the Managing Director of The Stairway Consultancy Ltd. She has 15 years' consulting experience specialising in executive coaching, leadership and change and a background in industry. Sarah is a Fellow of Chartered Institute of Personnel Development with an MA from Cambridge University and an MBA. She is an accredited user of a wide range of psychometric and personal diagnostic tools.

Successful organisations are those which attract and retain satisfied and loyal customers, yet few organisations today are truly customer-centric. Customer Service in Your Organisation is a toolkit that shows how to develop, implement and sustain a service excellence strategy. Drawing on best practice examples and case studies, it provides easy-to-follow, practical guidance, plus checklists, exercises and tools. Customer Service in Your Organisation covers key topics including how to listen to the voice of the customer and measure service success, engage leaders and managers in driving customer service excellence, develop customer-centric processes and procedures, provide training and development in customer service excellence, reward and recognise service success, benchmark current levels of customer service and identify areas of weakness alongside an improvement plan to address these. About the Series:The HR Toolkits provide complete sets of customizable, printable resources to facilitate in-house training and development workshops and strategy design. Supplied as both ring binders and electronic files, and consisting of modules which can be used individually or combined for more extended programmes, the toolkits include ready-made practical exercises, handouts, discussion questions and more to upskill employees.

The Essential Guide to Employee Engagement explores the concept and practice behind creating an engaged workforce and how this can contribute to organizational success. Recognizing that engaged employees are more productive, engender greater customer satisfaction and loyalty, and can help to promote your company's brand, the book gives you the necessary tools to make this happen. The author draws on a wide range of international case studies and examples, which demonstrate how an actively-engaged workforce can help your organization to flourish. You are shown how to measure the level of your employees' engagement and provided with a strategy to apply to help increase active staff participation.

Good customer service may be seen as a crucial asset for most organisations. But how do you know that you are delivering good customer service both externally and internally and, more importantly, delivering it to meet and exceed your customers' expectations? Customer service is an intangible thing, it is perishable and it is personal, so measuring it can be complicated and less than straightforward. Help is at hand. Sarah Cook's down-to-earth guide provides the rationale behind measuring service effectiveness externally and internally and explains the measurement process, from preparation to managing the results. The book also includes an exploration of the various techniques open for measuring effectiveness and how to use them. Utilising her consultancy experiences the author has ensured that there is plenty of ready-to-use materials to enable you to start measuring your own organisation's service effectiveness straight away.