000			01357cam a2200313 a 4500
001			0000023782
005			20230921135054.0
008			100614s2011 paum b a001 0 eng
010			_a2010023892
020			_a9780749457051
050	0	0	_aHF5415.5 _b.C6635 2011
082	0	0	_a658.8/12 _222
100	1		_aCook, Sarah, _d1955-.
245	1	0	_aCustomer care excellence : _bhow to create an effective customer focus / _cSarah Cook.
250			_a6th ed.
260			_aLondon : _bKogan Page, _c2011.
300			_aviii, 278 p. : _bill. ; _c24 cm.
504			_aIncludes bibliographical references and index.
505	0		_aAn 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.
650		0	_aCustomer relations.
650		0	_aCustomer services.
650		0	_aTotal quality management.
908			_a131008
913			_aN
989			_a20230822095114.0 _a1430738153
999			_c5437 _d5437