Leading the Customer Experience: Inspirational Service Leadership - Sarah Cook - Libros - Taylor & Francis Ltd - 9781472447692 - 3 de septiembre de 2015
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Sarah Cook
Leading the Customer Experience: Inspirational Service Leadership New edition

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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.

Includes 25 b&w illustrations

Medios de comunicación Libros     Hardcover Book   (Libro con lomo y cubierta duros)
Publicado 3 de septiembre de 2015
ISBN13 9781472447692
Editores Taylor & Francis Ltd
Páginas 192
Dimensiones 251 × 181 × 17 mm   ·   562 g
Lengua Inglés  

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