Customer care excellence how to create an effective customer focus /
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| Main Author: | |
|---|---|
| Format: | Electronic eBook |
| Language: | English |
| Published: |
London ; Philadelphia :
Kogan Page,
2011.
|
| Edition: | 6th ed. |
| Subjects: | |
| Online Access: | Full text available from Career & Technical Education Database |
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Table of Contents:
- 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.