A major update of The Customer Service Pocketbook has taken place, involving extensive re-writing and the inclusion of new graphics throughout, resulting in publication of this, the 2nd edition. A key title in the Pocketbook Series, the book is for everyone who contributes, directly or indirectly, to giving the customer good service. It covers why good service matters, the differences 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.It wil help you to understand what it is like to be on the receiving end - and you can adapt the lessons to the service you yourself provide in your own job. Think of one occasion in the last six months when you have received excellent customeranbsp;...
|Title||:||The Customer Service Pocketbook|
|Author||:||Tony Newby, Sean McManus|
|Publisher||:||Pocketbooks - 2002|