Customer care excellence how to create an effective customer focus /
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| Auteur principal: | |
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| Format: | Électronique eBook |
| Langue: | anglais |
| Publié: |
London ; Philadelphia :
Kogan Page,
2011.
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| Édition: | 6th ed. |
| Sujets: | |
| Accès en ligne: | Full text available from Career & Technical Education Database |
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Table des matières:
- An introduction to customer care
- How managers need to drive and support a service strategy
- Listening to customers
- Implementing a service excellence strategy
- Empowerment and ownership
- The internal customer
- Training and development for customer service
- Communications
- Recognition and reward
- Sustaining a customer focus.