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Innovation and Best Practice
for Business Success

Established 1967



About the Author

Sarah Cook

Sarah Cook is Managing Director of the Stairway Consultancy, customer service specialists. She is the author of The Essential Guide to Employee Engagement, Change Management Excellence, Customer Care Excellence and Practical Benchmarking, all published by Kogan Page.

Books by Author

Complaint Management Excellence

Complaint Management Excellence outlines the financial and reputational benefits to be gained from improving customer service levelsand enhancing products and services via an effective system for handling…

Published: May 2012, Paperback,
EAN: 9780749465308

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Customer Care Excellence

Customer Care Excellence

Sarah Cook

£24.95

Customer Care Excellence sets the scene for customer care against a backdrop of increasing customer expectations, globalization and developing technology. Using international case studies and examples (including…

Published: November 2010, Paperback,
EAN: 9780749457051

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The Essential Guide to Employee Engagement

The Essential Guide to Employee Engagement explores how managers can engage their staff to become more productive, engender greater levels of customer satisfaction, drive organizational success and retain…

Published: July 2008, Paperback,
EAN: 9780749449445

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