000			01615cam a2200337 a 4500
001			16282750
003			IIU
005			20250120081155.0
008			100614s2011 paua b 001 0 eng
010			_a 2010023892
020			_a9780749457051
035			_a(OCoLC)ocn642351979
040			_aDLC _cDLC _dYDX _dYDXCP _dCDX _dBWX _dDLC _dITC
050	0	0	_aHF5415.5 _b.C6635 2011
082	0	0	_a658.8/12 _222 _bCOO
100	1		_aCook, Sarah, _d1955- _9820
245	1	0	_aCustomer care excellence : _bhow to create an effective customer focus / _cSarah Cook.
250			_a6th ed.
260			_aLondon ; _aPhiladelphia : _bKogan Page, _c2011.
300			_aviii, 278 p. : _bill. ; _c24 cm.
504			_aIncludes bibliographical references and index.
505	0		_aAn 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.
650		0	_aCustomer relations. _9821
650		0	_aCustomer services. _9822
650		0	_aTotal quality management. _9823
856	4	2	_3Contributor biographical information _uhttp://www.loc.gov/catdir/enhancements/fy1114/2010023892-b.html
856	4	2	_3Publisher description _uhttp://www.loc.gov/catdir/enhancements/fy1114/2010023892-d.html
906			_a7 _bcbc _corignew _d1 _eecip _f20 _gy-gencatlg
942			_2ddc _cBK
999			_c486 _d486