Cook, a customer service consultant and author, provides advice, tools, and techniques for managers to use to deal with complaints. She argues that complaints should be seen as an opportunity to put t
This fully updated sixth edition of Customer Care Excellence recognizes these trends and demonstrates in a clear, practical way how to develop and sustain a customer-service focus. The book places gr
Examining not just what global organizations do to engage their staff, but also how they achieve this and profit from it, this book will show how you can follow their lead to engage your own employee
Using her own experiences, Cook describes, for business managers, how to develop and sustain customer service focus. She outlines how to plan, introduce, and sustain a program that is designed to incr
