Customer care excellence how to create an effective customer focus /

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Bibliografische gegevens
Hoofdauteur: Cook, Sarah, 1955-
Formaat: Elektronisch E-boek
Taal:Engels
Gepubliceerd in: London ; Philadelphia : Kogan Page, 2011.
Editie:6th ed.
Onderwerpen:
Online toegang:Full text available from Career & Technical Education Database
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Inhoudsopgave:
  • 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.