LEADER 02379oam 2200505 450 001 996339134903316 005 20170523091550.0 010 $a1-281-22892-3 010 $a9786611228927 010 $a0-7494-5351-6 035 $a(OCoLC)432428529 035 $a(MiFhGG)GVRL2QBE 035 $a(EXLCZ)991000000000482745 100 $a20070920d2008 uy 0 101 0 $aeng 135 $aurun|---uuuua 181 $ctxt 182 $cc 183 $acr 200 10$aCustomer care excellence $ehow to create an effective customer focus /$fSarah Cook 205 $a5th ed., Fully updated. 210 $aLondon ;$aPhiladelphia $cKogan Page$d2008 210 1$aLondon, England :$cKogan Page,$d2008. 215 $a1 online resource (vi, 280 pages) $cillustrations 225 1 $aCustomer Care Excellence: How to Create an Effective Customer Care 300 $aDescription based upon print version of record. 311 $a0-7494-5066-5 320 $aIncludes bibliographical references (p. [270-272]) and index. 327 $aContents; 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; 330 $aCustomer Care Excellence explains how gaining customer commitment and motivating employees to deliver an excellent service at all your company's touch points can ensure successful results and satisfied customers. This new edition also includes new material on how online technology has affected customer service and employee and customer engagement 410 0$aCustomer Care Excellence: How to Create an Effective Customer Care 606 $aCustomer relations 606 $aCustomer services 606 $aTotal quality management 615 0$aCustomer relations. 615 0$aCustomer services. 615 0$aTotal quality management. 676 $a658.812 700 $aCook$b Sarah$f1955-$01008379 801 0$bMiFhGG 801 1$bMiFhGG 906 $aBOOK 912 $a996339134903316 996 $aCustomer care excellence$92325685 997 $aUNISA