how to create an effective customer focus Cook, Sarah 1955- creator text bibliography pau London Kogan Page 2011 6th ed. monographic eng

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viii, 278 p. : ill. ; 24 cm. 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. Sarah Cook. Includes bibliographical references and index. Customer relations Customer services Total quality management HF5415.5 .C6635 2011 658.8/12 9780749457051 2010023892 100614 20230921135054.0 0000023782