Description

Book Synopsis
Sarah Cook is a management development consultant who specialises in customer care. She is currently Managing Director of the Stairway Consultancy. Sarah previously worked as a marketing manager for Unilever and as Head of Customer Care for a retail management consultancy.

Table of Contents
    • Chapter - 01: An introduction to customer care;
    • Chapter - 02: How managers need to drive and support a service strategy;
    • Chapter - 03: Listening to customers;
    • Chapter - 04: Implementing a service excellence strategy;
    • Chapter - 05: Empowerment and ownership;
    • Chapter - 06: The internal customer;
    • Chapter - 07: Training and development for customer service;
    • Chapter - 08: Communications;
    • Chapter - 09: Recognition and reward;
    • Chapter - 10: Sustaining a customer focus

Customer Care Excellence

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A Paperback / softback by Sarah Cook

15 in stock


    View other formats and editions of Customer Care Excellence by Sarah Cook

    Publisher: Kogan Page Ltd
    Publication Date: 03/11/2010
    ISBN13: 9780749457051, 978-0749457051
    ISBN10: 0749457058
    Also in:
    Customer services

    Description

    Book Synopsis
    Sarah Cook is a management development consultant who specialises in customer care. She is currently Managing Director of the Stairway Consultancy. Sarah previously worked as a marketing manager for Unilever and as Head of Customer Care for a retail management consultancy.

    Table of Contents
      • Chapter - 01: An introduction to customer care;
      • Chapter - 02: How managers need to drive and support a service strategy;
      • Chapter - 03: Listening to customers;
      • Chapter - 04: Implementing a service excellence strategy;
      • Chapter - 05: Empowerment and ownership;
      • Chapter - 06: The internal customer;
      • Chapter - 07: Training and development for customer service;
      • Chapter - 08: Communications;
      • Chapter - 09: Recognition and reward;
      • Chapter - 10: Sustaining a customer focus

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