Customer care excellence
Subtitle: how to create an effective customer focus
By: Sarah Cook
Edition: 6th ed.
Publisher: Kogan Page
Published: 2011
Place of publication: London; Philadelphia
Language: eng
Number of pages: 278
ISBN-13: 9780749457051; 9780749453510
Subjects: Customer services; Customer relations; Total quality management
Notes: Includes bibliographical references and index.
Table of contents: title: An introduction to customer care; title: How managers need to drive and support a service strategy; title: Listening to customers; title: Implementing a service excellence strategy; title: Empowerment and ownership; title: The internal customer; title: Training and development for customer service; title: Communications; title: Recognition and reward; title: Sustaining a customer focus.