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Record Nr. |
UNISA996339134903316 |
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Autore |
Cook Sarah <1955-> |
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Titolo |
Customer care excellence : how to create an effective customer focus / / Sarah Cook |
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Pubbl/distr/stampa |
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London ; ; Philadelphia, : Kogan Page, 2008 |
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London, England : , : Kogan Page, , 2008 |
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ISBN |
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1-281-22892-3 |
9786611228927 |
0-7494-5351-6 |
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Edizione |
[5th ed., Fully updated.] |
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Descrizione fisica |
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1 online resource (vi, 280 pages) : illustrations |
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Collana |
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Customer Care Excellence: How to Create an Effective Customer Care |
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Disciplina |
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Soggetti |
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Customer relations |
Customer services |
Total quality management |
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Lingua di pubblicazione |
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Formato |
Materiale a stampa |
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Livello bibliografico |
Monografia |
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Note generali |
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Description based upon print version of record. |
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Nota di bibliografia |
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Includes bibliographical references (p. [270-272]) and index. |
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Nota di contenuto |
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Contents; Preface; Acknowledgements; 1 An introduction to customer care; 2 How managers need to drive and support a service strategy; 3 Listening to customers; 4 Implementing a service excellence 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; Additional sources of information; References; Index; |
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Sommario/riassunto |
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Customer Care Excellence explains how gaining customer commitment and motivating employees to deliver an excellent service at all your company's touch points can ensure successful results and satisfied customers. This new edition also includes new material on how online technology has affected customer service and employee and customer engagement |
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