02379oam 2200505 450 99633913490331620170523091550.01-281-22892-397866112289270-7494-5351-6(OCoLC)432428529(MiFhGG)GVRL2QBE(EXLCZ)99100000000048274520070920d2008 uy 0engurun|---uuuuatxtccrCustomer care excellence how to create an effective customer focus /Sarah Cook5th ed., Fully updated.London ;Philadelphia Kogan Page2008London, England :Kogan Page,2008.1 online resource (vi, 280 pages) illustrationsCustomer Care Excellence: How to Create an Effective Customer CareDescription based upon print version of record.0-7494-5066-5 Includes bibliographical references (p. [270-272]) and index.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;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 engagementCustomer Care Excellence: How to Create an Effective Customer CareCustomer relationsCustomer servicesTotal quality managementCustomer relations.Customer services.Total quality management.658.812Cook Sarah1955-1008379MiFhGGMiFhGGBOOK996339134903316Customer care excellence2325685UNISA