Leading the customer experience : inspirational service leadership / Sarah Cook.
Publication year: 2015
Publisher: Farnham : Gower,
ISBN: 9781472447692 (hbk.) :
This title 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. 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.
150 pages : illustrations (black and white) ; 25 cm
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