Customer Service Pocketbook

Sean McManus, Tony Newby

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Description

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.

Product Details

Author

Sean McManus, Tony Newby

Formats Available

paperback, ebook

Publication Date

2013

Paperback Pages

112

Paperback Dimensions

105 x 148 x 7 mm

Paperback ISBN

9781906610555

eBook ISBN

9781908284242

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no endorsement

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