MARC details
| 000 -LEADER |
|---|
| fixed length control field |
02732cam a2200349 a 4500 |
| FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
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| fixed length control field |
150212s2015 vtu b 001 0 eng |
| LIBRARY OF CONGRESS CONTROL NUMBER |
|---|
| LC control number |
2015005298 |
| INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
9781472447692 |
| INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| Canceled/invalid ISBN |
9781472447708 (ebook) |
| INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| Canceled/invalid ISBN |
9781472447715 (epub) |
| CATALOGING SOURCE |
|---|
| Original cataloging agency |
DLC |
| Language of cataloging |
eng |
| Transcribing agency |
DLC |
| Modifying agency |
DLC |
| AUTHENTICATION CODE |
|---|
| Authentication code |
pcc |
| LIBRARY OF CONGRESS CALL NUMBER |
|---|
| Classification number |
HF5415.5 |
| Item number |
.C66355 2015 |
| DEWEY DECIMAL CLASSIFICATION NUMBER |
|---|
| Classification number |
658.8/12 |
| Edition information |
23 |
| SYSTEM CONTROL NUMBER |
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| System control number |
(IMchF)fol15582846 |
| DATE AND TIME OF LATEST TRANSACTION |
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| control field |
20170126101142.0 |
| CONTROL NUMBER |
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| control field |
64409 |
| CONTROL NUMBER IDENTIFIER |
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| control field |
UOWD |
| MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Cook, Sarah, |
| Dates associated with a name |
1955- |
| TITLE STATEMENT |
|---|
| Title |
Leading the customer experience : |
| Remainder of title |
inspirational service leadership |
| Statement of responsibility, etc. |
Sarah Cook |
| PUBLICATION, DISTRIBUTION, ETC. |
|---|
| Place of publication, distribution, etc. |
Farnham, Surrey : |
| -- |
Burlington, VT : |
| Name of publisher, distributor, etc. |
Gower, |
| Date of publication, distribution, etc. |
c2015. |
| PHYSICAL DESCRIPTION |
|---|
| Extent |
xii, 174 p. ; |
| Other physical details |
ill. ; |
| Dimensions |
26 cm. |
| BIBLIOGRAPHY, ETC. NOTE |
|---|
| Bibliography, etc. note |
Includes bibliographical references (p. 159-162) and index. |
| FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
Acknowledgments -- Preface -- Why does leadership matter when it comes to customer experience? -- The qualities of the customer focused leader -- Customer insights and priorities -- Recruiting for attitude, training for excellence -- Motivating and empowering your people -- Communicate and praise -- Improve and innovate -- Consistently consistent -- Bibliography -- Index. |
| SUMMARY, ETC. |
|---|
| Summary, etc. |
Leading the Customer Experience explores the relationship between leadership behaviour and exceptional service. Most organisation’s strategic aims and goals centre on the delivery of excellent service. Loyal customers not only keep buying from a company but also recommend the business to others. It is clear that managers and leaders throughout an organisation have a key influence on the experience that customers receive. How leaders behave has a direct impact on their team member’s motivation to go the extra mile to deliver excellent service for the customer. Sarah Cook’s vision for Leading the Customer Experience is to provide practical advice, tools and techniques for managers in how to effectively lead and motivate their team to deliver the best possible customer service. This book encapsulates her research on the behaviours of leaders who successfully create an environment where employees deliver exceptional service and she brings a pragmatic and business focused approach to the topic. Each chapter contains a variety of case study examples from businesses in UK and Europe, Asia Pacific, US and BRIC countries. These include service organisations in the financial sector, manufacturing, hospitality, transport, healthcare, public and third sectors. |
| SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Customer services |
| SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Leadership |
| SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Customer relations |
| SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
SOCIAL SCIENCE / Discrimination & Race Relations |
| Source of heading or term |
sears |
| SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
SOCIAL SCIENCE / Minority Studies |
| Source of heading or term |
sears |
| ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Koha item type |
REGULAR |