See buying choices for this item to see if it's one of the millions that are eligible for Amazon Prime.

Ready to Buy?
woodys-uk
Price: £23.83
In stock
11 used & new from £4.30
See All Buying Options
Have one to sell? Sell yours here
 
   
Online Customer Care: Applying Today's Technology to Achieve World-class Customer Interaction
 
See larger image 
Share your own customer images
Publisher: learn how customers can search inside this book.

Online Customer Care: Applying Today's Technology to Achieve World-class Customer Interaction (Hardcover)

by Michael Cusack (Author)
4.3 out of 5 stars See all reviews (6 customer reviews)

Available from these sellers.


4 new from £23.29 7 used from £4.30
Other Editions: RRP: Our Price: Other Offers:
Hardcover Order it used

Customers Viewing This Page May Be Interested in These Sponsored Links

  (What is this?)
Customer Care
   Microsoft.com/uk/Dynamics-CRM    Find a Microsoft Solution for All your Business Needs. 
Customer Care Outsourcing
   www.accenture.com    During Economic Downturn Look To Accenture - Your Partner Of Choice. 
Reveal Your Best Customer
   www.sapclear.com    Clarity reveals customer insights allowing you to provide more value. 
  
 

Product details

  • Hardcover: 265 pages
  • Publisher: McGraw-Hill Inc.,US (Dec 1998)
  • Language English
  • ISBN-10: 0873893832
  • ISBN-13: 978-0873893831
  • Product Dimensions: 25.7 x 17.8 x 2.3 cm
  • Average Customer Review: 4.3 out of 5 stars See all reviews (6 customer reviews)
  • Amazon.co.uk Sales Rank: 317,773 in Books (See Bestsellers in Books)

    Popular in this category:

    #22 in  Books > Business, Finance & Law > Management > Call Centre Management

    •  Would you like to update product info or give feedback on images?

  • See Complete Table of Contents

Product Description

Product Description
This text presents a comprehensive and forward-looking view of late-20th century customer care practices as they pertain to the elements of process, technology and content.

Tag this product

 (What's this?)
Think of a tag as a keyword or label you consider is strongly related to this product.
Tags will help all customers organize and find favorite items.
Your tags: Add your first tag
 
See most popular tags
 

Customer Reviews

6 Reviews
5 star:
 (4)
4 star:
 (1)
3 star:    (0)
2 star:
 (1)
1 star:    (0)
 
 
 
 
 
Average Customer Review
4.3 out of 5 stars (6 customer reviews)
 
 
 
 
Share your thoughts with other customers:
Most Helpful Customer Reviews

 
2 of 2 people found the following review helpful:
5.0 out of 5 stars When the customer calls..., 25 Oct 2000
I began with the assignment to recommend software support for an pending Help Desk. I asked around amongst my colleagues, and... I was referred to Michael Cusack's book, and that was very fortunate. Cusack frames ALL of the issues of "customer care", not just telephone tactics. Besides answering telephone calls, there may be e-mails, faxes, and "snail mail" to handle. Each mode of communication should mesh with the rest, and all should reflect the company's policy on the concerns of the customer. Before I was getting isolated suggestions, and trying to create a list of responses. Cusack allowed me to survey the entire problem, and map the available options.

As Cusack explains it, the three essential components of customer care are:

Customer Satisfaction Cost Reduction, and Market Intelligence If interaction with the customer is planned so that the initial call fulfills the requirements, the customer will go away satisfied AND not call back to continue seeking assistance on an unresolved issue. THAT will lead to cost reduction, because the investment in getting it right the first time is still cheaper than having to deal with return calls as the dissatisfied customer comes back again and again. Furthermore, EVERY question provides intelligence on who has problems, what their concerns are, and what therefore could be re-designed to provide even more value to customers. It really does all fit together into a strategy. And as Cusack reminds us, that strategy is the basis of quality in customer care.

Comment Comment | Permalink | Was this review helpful to you? Yes No (Report this)



 
2 of 2 people found the following review helpful:
5.0 out of 5 stars Excellent, 2 Feb 1999
By A Customer
I have no hesitation on recommending this read! With the growing need to provide around 24 by 7 by 365 customer care this book addresses most of the issues related to establishing the (new) call centre and providing multi-channel support telephone/internet/post etc.). A must read, especially for the Financial service sector.
Comment Comment | Permalink | Was this review helpful to you? Yes No (Report this)



 
1 of 1 people found the following review helpful:
5.0 out of 5 stars The reference in the field, 26 Mar 1999
By A Customer
Excellent, from the "business drivers" model to the details of process, content, IS analysis. One of the few business book that covers the topic from A to Z, with a great explanation of each letters.

Don't get it wrong : it might be only 260 pages, but it "contains" more than many 800 pages business books

Comment Comment | Permalink | Was this review helpful to you? Yes No (Report this)


Share your thoughts with other customers: Create your own review
 
 
 
Most Recent Customer Reviews

2.0 out of 5 stars Don't Expect The Basics
You need a full understanding of customer care before jumping in to this one. I found it to be not very practical unless your the head of customer care for a billion dollar... Read more
Published on 18 Jul 1999

5.0 out of 5 stars Excellent. I have no hesitation on recommending this read!
With the growing need to provide around 24 by 7 by 365 customer care this book addresses most of the issues related to establishing the (new) call centre and providing... Read more
Published on 4 Jan 1999

4.0 out of 5 stars Online Customer Care is both a How-To and a Reference
This book demonstrates that Cusack has "rolled up his sleeves" in both the boardrooms and the call centers of Global 2000 corporations, uncovering inefficiencies and... Read more
Published on 23 Mar 1998

Only search this product's reviews


Customer Discussions

 Beta (What's this?)
This product's forum (0 discussions)
  Discussion Replies Latest Post
  No discussions yet

Ask questions, Share opinions, Gain insight
Start a new discussion
Topic:
First post:
Prompts for sign-in
  [Cancel]

   

Look for similar items by category

Feedback

Health & Beauty at Amazon.co.uk

Elemis Resurface and Renew Skin Care Gift Set of 4 Products
From soap to shavers, massagers to mascara, stock up on your daily essentials or truly pamper yourself.

›Discover Health & Beauty

  

Let Olay Amaze You

Olay Total Effects Day Moisturiser SPF15 50ml
Amazon.co.uk sells all your favourite ranges from Olay, including Regenerist and Total Effects.

›Discover Olay at Amazon.co.uk

  

Up to 50% off Dental Care

Braun Oral-B Professional Care 6000 Rechargeable Toothbrush - Pack of 2
Put a sparkle in your smile with up to 50% off selected Oral-B and Philips rechargeable toothbrushes.

›Up to 50% off power toothbrushes

  

Treat Someone

Amazon.co.uk Gift Certificates--available in any amount from £5 to £500 With an Amazon.co.uk Gift Certificate, you can get them what they want (even if you don't know what that is).

›Learn more about Gift Certificates

  
Ad

Where's My Stuff?

Delivery and Returns

Need Help?

Your Recent History

  (What's this?)
You have no recently viewed items or searches.

After viewing product detail pages or search results, look here to find an easy way to navigate back to pages you are interested in.

Look to the right column to find helpful suggestions for your shopping session.
Continue Shopping: Top Sellers

amazon.co.uk Amazon Home
International Sites:  United States  |  Germany  |  France  |  Japan  |  Canada  |  China
Business Programs: Sell on Amazon  |  Fulfilment by Amazon  |  Join Associates  |  Join Advantage
Customer Service  |  Help  |  View Basket  |  Your Account
About Amazon.co.uk  |  Careers at Amazon
Conditions of Use & Sale |  Privacy Notice  © 1996-2009, Amazon.com, Inc. and its affiliates