01357cam a2200313 a 4500 0000023782 20230921135054.0 100614s2011 paum b a001 0 eng 2010023892 9780749457051 HF5415.5 .C6635 2011 658.8/12 22 Cook, Sarah, 1955-. Customer care excellence : how to create an effective customer focus / Sarah Cook. 6th ed. London : Kogan Page, 2011. viii, 278 p. : ill. ; 24 cm. 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. Customer relations. Customer services. Total quality management. 131008 N 20230822095114.0 1430738153 5437 5437 0 0 0 0 cutlib cutlib 2023-09-21 0 HF 5415.5 COO BK00458490 2023-09-21 00:00:00 c.036489 2023-09-21 BK 0 0 0 0 cutlib cutlib 2023-09-21 0 HF 5415.5 COO BK00458492 2023-09-21 00:00:00 c.036488 2023-09-21 BK 0 0 0 0 cutlib cutlib 2023-09-21 0 HF 5415.5 COO BK00458467 2023-09-21 00:00:00 c.036484 2023-09-21 BK