| 000 | 00937nam a2200193Ia 4500 | ||
|---|---|---|---|
| 020 | _a9788175542051 | ||
| 041 | _aENG | ||
| 082 |
_a658.812 _bCOO |
||
| 100 | _aCook, Sarah | ||
| 245 | 0 |
_aCustomer care excellence : _bhow to create an effective customer focus / _cSarah Cook. |
|
| 250 | _a4th ed. | ||
| 260 |
_aLondon ; Milford, CT : _bKogan Page, _c2004. |
||
| 300 |
_avi, 248 pages : _b illustrations ; _c24 cm. |
||
| 440 | _aProfessional paperback series. | ||
| 505 | _a1. 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. | ||
| 650 | _aCustomer relationship | ||
| 650 | _aManagement | ||
| 942 |
_cBK _2ddc |
||
| 999 |
_c6235 _d6235 |
||