- Paperback: 96 pages
- Publisher: Hodder Arnold; 3rd Revised edition edition (28 Mar 2003)
- Language English
- ISBN-10: 0340849584
- ISBN-13: 978-0340849583
- Product Dimensions: 19.4 x 12.8 x 1.2 cm
- Amazon Bestsellers Rank: 1,335,775 in Books (See Top 100 in Books)
- See Complete Table of Contents
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Product Description
Product Description
This handbook aims to show how a company can involve all its personnel in using customer support as a competitive tool. It examines the meaning of customer support, the importance of communication, complaining as a positive tool, setting and monitoring standards, and the customer care programme. This book has been fully updated for the In a Week series relaunch.
About the Author
John Wellemin is an independent consultant specialising in customer service. He worked previously as the Director of Customer Service of Rank Xerox and has written several books on customer satisfaction and associated topics.
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