TY  - BOOK
AU  - Cook,Sarah
TI  - Customer care excellence: how to create an effective customer focus 
SN  - 9780749457051
AV  - HF5415.5 .C6635 2011
U1  - 658.812 COO 22
PY  - 2011///
CY  - London, Philadelphia
PB  - Kogan Page
KW  - Customer relations
KW  - Customer services
KW  - Total quality management
KW  - Total Quality Management
KW  - Service �a la client�ele
KW  - Qualit�e totale
KW  - fast
N1  - Includes bibliographical references and index; 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
N2  - "With more choice than ever before, customers today have high expectations of products and services. Businesses need a top-notch customer services system in place, and Customer Care Excellence explains how to achieve just that. In clear, practical language, this book explains how to develop and sustain a customer-service focus within a company. Emphasizing both strategic and practical aspects of customer service, the author explains how gaining customer commitment and motivating employees to deliver excellent service can ensure successful results and satisfied customers. This new edition includes material on how online technology has affected customer service, illustrated with examples from Virgin, Tesco and eBay. With clear diagrams and each chapter ending with an action checklist, Customer Care Excellence is an up-to-date guide to maintaining quality customer service."--Publisher description
UR  - http://catdir.loc.gov/catdir/enhancements/fy1114/2010023892-b.html
UR  - http://catdir.loc.gov/catdir/enhancements/fy1114/2010023892-d.html
ER  -