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.
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Customer care excellence : how to create an effective customer focus by Sarah Cook. ISBN 9780749457051. Published by Kogan Page in 2010. Publication and catalogue information, links to buy online and reader comments.
