Cook, Sarah,  1955- <br/><br/>
Customer care excellence :  how to create an effective customer focus / 
Sarah Cook. 
 - 6th ed. 
 - London ;  Philadelphia :  Kogan Page,  2011. 
 - viii, 278 p. :  ill. ;  24 cm. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/>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. 
<br/><br/><label>ISBN: </label>9780749457051 0749457058 9780749453510 0749453516 
<br/><br/><label>LCCN: </label>2010023892 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer relations.<br/>Customer services.<br/>Total quality management.
<br/><br/><label>LC Class. No.: </label>HF5415.5  / .C6635 2011 
<br/><br/><label>Dewey Class. No.: </label>658.812  COO