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

By:

Cook, Sarah, 1955-

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

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Previous	HF 5415.5 BAR Customer relationship management /	HF 5415.5 BRA Customer service : Candidate handbook /	HF 5415.5 BUT Customer relationship management : concepts and technologies /	HF 5415.5 COO Customer care excellence : how to create an effective customer focus /	HF 5415.5 COO Customer care excellence : how to create an effective customer focus /	HF 5415.5 COO Customer care excellence : how to create an effective customer focus /	HF 5415.5 GOW Customer relationship management and retention in the Zimbabwean Banking sector after the adoption of multicurrency system /	Next

Includes bibliographical references and index.

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