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

    £29.99

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      Book details

      Publisher Kogan Page
      Imprint Kogan Page Ltd
      Published 3 November 2010
      ISBN-13 9780749457051
      978-0749457051
      ISBN-10 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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