Leading the Customer Experience

Name: Leading the Customer Experience
Brand: Taylor & Francis Ltd
SKU: 9781472447692
Price: 20187 HUF
Availability: InStock

Inspirational Service Leadership

Szerző: Sarah Cook

Nyelv:

Kötés: Kemény kötésű

Kiadó: Taylor & Francis Ltd

Elérhetőség: 50 % esély

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Leading the Customer Experience explores the relationship between leadership behaviour and exception...

Információk a könyvről

Szerző

Sarah Cook

Nyelv

Angol

Kötés

Könyv - Kemény kötésű

Kiadva

2015

oldal

192

EAN

9781472447692

ISBN

1472447697

Enbook ID

09240149

Kiadó

Taylor & Francis Ltd

Súly

562

Méretek

251 x 181 x 17

Teljes leírás

Leading the Customer Experience explores the relationship between leadership behaviour and exceptional service. Most organisations 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 members motivation to go the extra mile to deliver excellent service for the customer. Sarah Cooks 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.

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Leading the Customer Experience

Inspirational Service Leadership

Információk a könyvről

Teljes leírás

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