Are Your Customers Being Served?: How to Boost Profits by Delivering Exceptional Customer Service (Easy Step by Step Guides) [Paperback]

'Highly informative, very interesting, extremely practical and down to earth advice.' 'Excellent - no fancy jargon just plain simple facts.' 'Lots of good information, easy to read and concise. Very useful.' Recommended reading by Business Link, Management Today and HSBC Bank

Many organisations chase the Holy Grail of obtaining new customers, spending time, money and energy on winning them only to provide them with a service or product that quite frankly is inferior. What a waste! If we do not look after our customers then someone else will. In addition, those dissatisfied customers will tell others about their experience, and once an organisation gains a negative reputation it is extremely difficult to change it. Having a good reputation for excellent service and products is one very successful way of building a competitive advantage. This book looks at: how you can win more business by retaining customers and gaining recommendations from them; how to satisfy your customers' needs; how to develop an effective customer service policy; how to use positive behaviour and attitude to win more business; how to build a better rapport with your customers; and how to handle anger, complaints and difficult customers and turn them into satisfied customers.

Pauline Rowson lives in the UK and has helped countless organizations to improve their customer service skills. She is author of several marketing and self-help books and for many years ran her own successful marketing, PR and training company. She is a popular speaker at conferences and workshops and is also the author of the popular marine mystery series of crime and thriller novels.