Customer care excellence : how to create an effective customer focus
[Sarah Cook]
| Year of publication: |
2011 ; 6th ed
|
|---|---|
| Authors: | Cook, Sarah |
| Publisher: |
London : Kogan Page |
| Subject: | Beziehungsmarketing | Relationship marketing | Dienstleistungsqualität | Service quality | Qualitätsmanagement | Quality management | Konsumentenverhalten | Consumer behaviour | Dienstleistungssektor | Service industry | Kundenbetreuung | Kundenmanagement |
| Description of contents: | Table of Contents [gbv.de] ; Table of Contents [swbplus.bsz-bw.de] ; Description [loc.gov] ; Description [loc.gov] ; Description [swbplus.bsz-bw.de] ; Description [digitale-objekte.hbz-nrw.de] |
| Extent: | VIII, 278 S. graph. Darst. |
|---|---|
| Type of publication: | Book / Working Paper |
| Language: | English |
| Notes: | 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. |
| ISBN: | 978-0-7494-5705-1 ; 978-0-7494-6257-4 ; 978-0-7494-6257-4 |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10013530528