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

By: Material type: TextPublication details: London : Kogan Page, 2011.Edition: 6th edDescription: viii, 278 p. : ill. ; 24 cmISBN:
  • 9780749457051
Subject(s): DDC classification:
  • 658.8/12 22
LOC classification:
  • HF5415.5 .C6635 2011
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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Holdings
Item type Current library Home library Call number Copy number Status Barcode
Books Chinhoyi University of Technology Libraries Chinhoyi University of Technology Libraries HF 5415.5 COO (Browse shelf(Opens below)) c.036489 Available BK00458490
Books Chinhoyi University of Technology Libraries Chinhoyi University of Technology Libraries HF 5415.5 COO (Browse shelf(Opens below)) c.036488 Available BK00458492
Books Chinhoyi University of Technology Libraries Chinhoyi University of Technology Libraries HF 5415.5 COO (Browse shelf(Opens below)) c.036484 Available BK00458467

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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