<DIV><p><I>Effective Customer Care</I> is an essential guide to creating excellent customer service that will not only satisfy your customers and prompt orders, but also cement customer relationships and develop loyalty...and thus increase profits.<BR>The book covers every aspect of the customer care process including how to: find out what your customer wants rather than what you think they want; stop losing business, and gain market share; create a customer-focused team; achieve continuous improvement; develop robust problem-solving techniques, and reduce complaints; break down internal communication barriers; get your customers to be an "active reference" for you.<BR>Clear and concise in approach, and full of checklists, practical advice and case studies that bring concepts and ideas to life, <I>Effective Customer Care</I> is a <B>must</B> for your business bookshelf.</P></DIV>