TY  - BOOK
AU  - Cook,Sarah
TI  - Customer care excellence: how to create an effective customer focus 
SN  - 9780749457051
AV  - HF5415.5 .C6635 2011
U1  - 658.8/12 22
PY  - 2011///
CY  - London, Philadelphia
PB  - Kogan Page
KW  - Customer relations
KW  - Customer services
KW  - Total quality management
N1  - 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
UR  - http://www.loc.gov/catdir/enhancements/fy1114/2010023892-b.html
UR  - http://www.loc.gov/catdir/enhancements/fy1114/2010023892-d.html
ER  -