The Customer Service Pocketbook

The Customer Service Pocketbook

Hardback Management Pocketbook Series

By (author) Tony Newby, By (author) Sean McManus, Illustrated by Phil Hailstone

List price $14.03

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  • Format: Hardback | 112 pages
  • Dimensions: 108mm x 152mm x 6mm | 109g
  • Publication date: 1 September 2003
  • Publication City/Country: Alresford
  • ISBN 10: 1903776007
  • ISBN 13: 9781903776001
  • Edition: 2, Revised
  • Edition statement: 2nd Revised edition
  • Sales rank: 689,515

Product 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.

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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.