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    The Customer Service Pocketbook (Management Pocketbook Series) (Hardback) By (author) Tony Newby, By (author) Sean McManus, Illustrated by Phil Hailstone

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    DescriptionThis 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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  • Full bibliographic data for The Customer Service Pocketbook

    Title
    The Customer Service Pocketbook
    Authors and contributors
    By (author) Tony Newby, By (author) Sean McManus, Illustrated by Phil Hailstone
    Physical properties
    Format: Hardback
    Number of pages: 112
    Width: 105 mm
    Height: 148 mm
    Thickness: 6 mm
    Weight: 109 g
    Language
    English
    ISBN
    ISBN 13: 9781903776001
    ISBN 10: 1903776007
    Classifications

    BIC E4L: BUS
    Nielsen BookScan Product Class 3: S4.3
    BIC subject category V2: KJSU
    DC21: 658.812
    Warengruppen-Systematik des deutschen Buchhandels: 17800
    BISAC V2.8: BUS041000, BUS018000
    Thema V1.0: KJSU
    Edition
    2, Revised
    Edition statement
    2nd Revised edition
    Publisher
    MANAGEMENT POCKETBOOKS
    Imprint name
    MANAGEMENT POCKETBOOKS
    Publication date
    01 September 2003
    Publication City/Country
    Alresford
    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.