Customer care excellence : how to create an effective customer focus / Sarah Cook.

By: Material type: TextTextPublication details: London ; Philadelphia : Kogan Page, 2011.Edition: 6th edDescription: viii, 278 p. : ill. ; 24 cmISBN:
  • 9780749457051
Subject(s): DDC classification:
  • 658.8/12 22 COO
LOC classification:
  • HF5415.5 .C6635 2011
Online resources:
Contents:
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.
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Item type Current library Collection Call number Status Barcode
Books Books ITC Library General shelves Purchases 658.8/12 COO (Browse shelf(Opens below)) Available 2025-0018
Books Books ITC Library General shelves Purchases 658.8/12 COO (Browse shelf(Opens below)) Available 2025-0019

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.

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