| 000 | 02732cam a2200349 a 4500 | ||
|---|---|---|---|
| 008 | 150212s2015 vtu b 001 0 eng | ||
| 010 | _a 2015005298 | ||
| 020 | _a9781472447692 | ||
| 020 | _z9781472447708 (ebook) | ||
| 020 | _z9781472447715 (epub) | ||
| 040 |
_aDLC _beng _cDLC _dDLC |
||
| 042 | _apcc | ||
| 050 | 0 | 0 |
_aHF5415.5 _b.C66355 2015 |
| 082 | 0 | 0 |
_a658.8/12 _223 |
| 100 | 1 |
_aCook, Sarah, _d1955- |
|
| 245 | 1 | 0 |
_aLeading the customer experience : _binspirational service leadership _cSarah Cook |
| 260 |
_aFarnham, Surrey : _aBurlington, VT : _bGower, _cc2015. |
||
| 300 |
_axii, 174 p. ; _bill. ; _c26 cm. |
||
| 504 | _aIncludes bibliographical references (p. 159-162) and index. | ||
| 505 | 0 | _aAcknowledgments -- 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. | |
| 650 | 0 | _aCustomer services | |
| 650 | 0 | _aLeadership | |
| 650 | 0 | _aCustomer relations | |
| 035 | _a(IMchF)fol15582846 | ||
| 520 | _aLeading 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. | ||
| 650 | 7 |
_aSOCIAL SCIENCE / Discrimination & Race Relations _2sears |
|
| 650 | 7 |
_aSOCIAL SCIENCE / Minority Studies _2sears |
|
| 005 | 20170126101142.0 | ||
| 001 | 64409 | ||
| 003 | UOWD | ||
| 942 | _cREGULAR | ||
| 999 |
_c29418 _d29418 |
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