Customer care excellence : how to create an effective customer focus /
Cook, Sarah, 1955-
Customer care excellence : how to create an effective customer focus / Sarah Cook. - 6th ed. - London ; Philadelphia : Kogan Page, 2011. - viii, 278 p. : ill. ; 24 cm.
Includes bibliographical references and index.
An introduction to customer care -- How managers need to drive and support a service strategy -- Listening to customers -- Implementing a service excellence strategy -- Empowerment and ownership -- The internal customer -- Training and development for customer service -- Communications -- Recognition and reward -- Sustaining a customer focus.
9780749457051
2010023892
Customer relations.
Customer services.
Total quality management.
HF5415.5 / .C6635 2011
658.8/12 / COO
Customer care excellence : how to create an effective customer focus / Sarah Cook. - 6th ed. - London ; Philadelphia : Kogan Page, 2011. - viii, 278 p. : ill. ; 24 cm.
Includes bibliographical references and index.
An introduction to customer care -- How managers need to drive and support a service strategy -- Listening to customers -- Implementing a service excellence strategy -- Empowerment and ownership -- The internal customer -- Training and development for customer service -- Communications -- Recognition and reward -- Sustaining a customer focus.
9780749457051
2010023892
Customer relations.
Customer services.
Total quality management.
HF5415.5 / .C6635 2011
658.8/12 / COO