The Customer Service Pocketbook

The Customer Service Pocketbook

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Description

This title is for everyone who contributes, directly or indirectly, to giving the customer good service. It covers why good service matters, the difference between good and bad service, performance standards, turning complaints into opportunities, listening to customers, assertiveness and good service, effective customer communications and internal customers. Throughout the book there are exercises, quizzes and checklists, and at the end there is a personal action planning section and an opportunity to further test your knowledge. There are also useful notes for managers and supervisors, as well as for trainers who can readily adapt the contents of the pocketbook to provide a one-day trainer-led workshop. A suggested timetable for such a workshop is provided, together with notes on how to run it.show more

Product details

  • Hardback | 112 pages
  • 104 x 144 x 8mm | 108.86g
  • MANAGEMENT POCKETBOOKS
  • Alresford, United Kingdom
  • English
  • Revised
  • 2nd Revised edition
  • 1903776007
  • 9781903776001
  • 820,985

Table of contents

Why customer service matters; what's different about good service?; effective customer communications; turning complaints into opportunities; empowering great customer service; measuring customer service; personal action planning. Appendix - notes for trainers.show more