Customer Service Pocketbook

Customer Service Pocketbook

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The Customer Service Pocketbook is for everyone who contributes, directly or indirectly, to giving the customer excellent service. This third edition has been fully revised to reflect the changes in responding to customers' needs via a variety of different channels, including social media. The book covers why good service matters, listening skills, how to turn complaints into opportunities, effective communication methods and much more. The importance of setting standards, measuring customer service and mystery shopper programmes is discussed. Recognising and respecting internal customers is also addressed and there are case studies, checklists and an action planning section.Good customer service is about: a—‹ The quality of what you deliver; and a—‹ The quality of how you deliver it Quality isna#39;t an abstract notion of how good something is. Ita#39;s about how appropriate something is for your customersa#39; needs, and howanbsp;...

Title:Customer Service Pocketbook
Author: Sean McManus, Tony Newby
Publisher:Management Pocketbooks - 2013-01-01

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