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Customer Care Excellence : how to create an effective customer focus / Sarah Cook.

By: Cook, SarahMaterial type: Text

TextLanguage: English Series: Professional paperback seriesPublisher: London ; Milford, CT : Kogan Page, 2004Edition: 4th edDescription: vi, 248 pages : illustrations ; 24 cmISBN: 8175542055Subject(s): Customer relations | Total quality managementDDC classification: 658.8'343

Contents:

1. An Introduction to Customer Care -- 2. How Managers Need to Drive and Support a Service Strategy -- 3. Listening to Customers -- 4. Implementing a Customer Care Strategy -- 5. Empowerment and Ownership -- 6. The Internal Customer -- 7. Training and Development for Customer Service -- 8. Communications -- 9. Recognition and Reward -- 10. Sustaining a Customer Focus.

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Item type	Current location	Call number	Status	Date due	Barcode
Books	Institute of Public Enterprise, Library S Campus	658.8'343 COO (Browse shelf)	Available		34642

1. An Introduction to Customer Care --
2. How Managers Need to Drive and Support a Service Strategy --
3. Listening to Customers --
4. Implementing a Customer Care Strategy --
5. Empowerment and Ownership --
6. The Internal Customer --
7. Training and Development for Customer Service --
8. Communications --
9. Recognition and Reward --
10. Sustaining a Customer Focus.

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