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" Customer care excellence : "
Sarah Cook
| Document Type
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BL
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| Record Number
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659304
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| Doc. No
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dltt
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| Main Entry
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Cook, Sarah,1955-
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| Title & Author
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Customer care excellence : : how to create an effective customer focus /\ Sarah Cook
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| Edition Statement
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6th ed
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| Publication Statement
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London ;Philadelphia :: Kogan Page,, 2011
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| Page. NO
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viii, 278 p. :: ill. ;; 24 cm
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| ISBN
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9780749457051
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: 0749457058
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: 9780749453510
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: 0749453516
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| Bibliographies/Indexes
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Includes bibliographical references and index
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| Contents
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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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| Subject
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Customer relations
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| Subject
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Customer services
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| Subject
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Total quality management
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| Dewey Classification
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658.8/12
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| LC Classification
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HF5415.5.C6635 2011
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