Leading the customer experience : inspirational service leadership /
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| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Farnham, Surrey, England ; Burlington, VT :
Gower,
c2015.
|
| Subjects: | |
| Online Access: | View in OPAC |
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| 005 | 20240131082425.0 | ||
| 008 | 150212s2015 vtu b 001 0 eng | ||
| 010 | |a 2015005298 | ||
| 020 | |a 9781472447692 (hardback : alk. paper) | ||
| 020 | |z 9781472447708 (ebook) | ||
| 020 | |z 9781472447715 (epub) | ||
| 040 | |a DLC |b eng |c KABLIB |d KABLIB | ||
| 042 | |a pcc | ||
| 082 | 0 | 0 | |a 658.8 |2 23 |b COO |
| 100 | 1 | |a Cook, Sarah, |d 1955- |9 12847 | |
| 245 | 1 | 0 | |a Leading the customer experience : |b inspirational service leadership / |c Sarah Cook. |
| 264 | 1 | |a Farnham, Surrey, England ; |a Burlington, VT : |b Gower, |c c2015. | |
| 300 | |a xii, 174 pages ; |c 25 cm | ||
| 336 | |a text |2 rdacontent | ||
| 337 | |a unmediated |2 rdamedia | ||
| 338 | |a volume |2 rdacarrier | ||
| 504 | |a Includes: Bibliographical references (pages 159-162) Indices ( Pages 163-174) | ||
| 505 | 0 | |a 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. | |
| 650 | 0 | |a Customer services. |9 12848 | |
| 650 | 0 | |a Leadership. | |
| 650 | 0 | |a Customer relations. |9 9820 | |
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| 955 | |b rm13 2015-02-12 |i rm13 2015-02-12 (telework) |a xn12 2015-10-27 1 copy rec'd., to CIP ver. |a td11 2016-04-01 by removed from 245c | ||
| 999 | |c 5159 |d 5159 | ||