Name: Leading The Customer Experience: Inspirational Service Leadership
Brand: T&F
SKU: 9781472447692
Price: 3035.0 INR
Availability: InStock

Leading The Customer Experience: Inspirational Service Leadership

by Sarah Cook

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ISBN13: 9781472447692
Binding: Hardcover
Subject: Business Management
Publisher: T&F
Publisher Imprint: Routledge
Publication Date: January 1, 2015
Pages: 192
Original Price: GBP 37.99
Language: English
Edition: N/A
Item Weight: 499 grams
BISAC Subject(s): Customer Relations, Business & Productivity Software / Project Management Tools, and Sales & Selling / Management

About The Book

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.

About The Author

Sarah Cook is the Managing Director of The Stairway Consultancy Ltd. She has 20 years' consulting experience specialising in customer service, leadership and culture change. Prior to this Sarah worked for Unilever and as Head of Customer Care for a retail consultancy. Sarah has wide experience of helping public and private sector organisations improve their leadership capability and customer experience. She works in UK and on a global basis. Sarah regularly speaks at conferences on customer service. She is a business author with 35 books and manuals published. Titles published include: Customer Care Excellence; Practical Guide to Employee Engagement; Change Management Excellence and Complaint Management Excellence.

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