The Resource Customer care excellence : how to create an effective customer focus, 6th ed., (electronic resource)

Customer care excellence : how to create an effective customer focus, 6th ed., (electronic resource)

Label
Customer care excellence : how to create an effective customer focus, 6th ed.
Title
Customer care excellence
Title remainder
how to create an effective customer focus
Title number
6th ed.
Creator
Subject
Genre
Language
  • eng
  • eng
Summary
Customer Care Excellence sets the scene for customer care against a backdrop of increasing customer expectations, globalization and developing technology. Using international case studies and examples (including ebay, Virgin and Aviva) it looks to define really excellent service and shows how organizations can create customer focus
Cataloging source
AU-PeEL
http://library.link/vocab/creatorName
Cook, Sarah
Dewey number
  • 658.8/12
  • 658.812
Language note
English
LC call number
HF5415.5.C6635 2011
Nature of contents
dictionaries
http://library.link/vocab/subjectName
  • Customer relations
  • Customer services
  • Total quality management
Label
Customer care excellence : how to create an effective customer focus, 6th ed., (electronic resource)
Instantiates
Publication
Note
Description based upon print version of record
Abbreviated title
CUSTOMER CARE EXCELLENCE
Carrier category
online resource
Carrier category code
cr
Content category
text
Content type code
txt
Contents
Contents; 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
Edition
6th ed.
Extent
1 online resource (288 p.)
Form of item
electronic
Isbn
9786612937828
Media category
computer
Media type code
c
System control number
  • (EBL)620716
  • (OCoLC)697174340
  • (SSID)ssj0000332532
  • (PQKBManifestationID)11295055
  • (PQKBTitleCode)TC0000332532
  • (PQKBWorkID)10335670
  • (PQKB)10768639
  • (EXLCZ)992670000000059916
Label
Customer care excellence : how to create an effective customer focus, 6th ed., (electronic resource)
Publication
Note
Description based upon print version of record
Abbreviated title
CUSTOMER CARE EXCELLENCE
Carrier category
online resource
Carrier category code
cr
Content category
text
Content type code
txt
Contents
Contents; 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
Edition
6th ed.
Extent
1 online resource (288 p.)
Form of item
electronic
Isbn
9786612937828
Media category
computer
Media type code
c
System control number
  • (EBL)620716
  • (OCoLC)697174340
  • (SSID)ssj0000332532
  • (PQKBManifestationID)11295055
  • (PQKBTitleCode)TC0000332532
  • (PQKBWorkID)10335670
  • (PQKB)10768639
  • (EXLCZ)992670000000059916

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