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The Customer Service Pocketbook (The Pocketbook) [Paperback]

Sean McManus (Author)

4.2 out of 5 stars See all reviews (5 customer reviews)

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The Big Book of Customer Service Training Games: Quick, Fun Activities for All Customer Facing Employees by Peggy Carlaw Paperback �8.84

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Product details

Paperback: 112 pages
Publisher: Management Pocketbooks; 2nd Revised edition edition (1 Mar 2002)
Language English
ISBN-10: 1903776007
ISBN-13: 978-1903776001
Product Dimensions: 15 x 10.2 x 1.5 cm

Average Customer Review: 4.2 out of 5 stars See all reviews (5 customer reviews)

Amazon Bestsellers Rank: 286,303 in Books (See Top 100 in Books)

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Product Description

This title is for everyone who contributes, directly or indirectly, to giving the customer good service. It covers why good service matters, the difference 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.

From the Publisher

A pocketful of tools, tips and techniques for everyone in sales, after-care, reception, administration, management and on the board who directly or indirectly contributes to customer service.

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Inside This Book (Learn More)

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Front Cover | Copyright | Table of Contents | Excerpt | Back Cover

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Customer Reviews

5 Reviews

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4 star:		(2)
3 star:		(1)
2 star:		(0)
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Average Customer Review

4.2 out of 5 stars (5 customer reviews)

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4 of 4 people found the following review helpful:

4.0 out of 5 stars Alot of useful tips to effective customer care, 22 Feb 2002

By A Customer

This review is from: The Customer Service Pocketbook (Sales & Marketing) (Paperback)

I was just slightly disappointed in this book as it contained more knowledge tests more than information - hoever there were quite alot of useful tips that I wouldn't hesitate to use in a working environment as well as being a customer myself

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1 of 1 people found the following review helpful:

5.0 out of 5 stars Great bite-size content, 8 Jan 2012

C. E. Thatcher "C Thatch" (SW England) - See all my reviews
(REAL NAME)

This review is from: The Customer Service Pocketbook (The Pocketbook) (Paperback)

Although illustrated with cartoons the content of this handy little pocket book is no less serious as a result. A fantastic little read that reminds you of some things you already knew, teaches of ones you might have misunderstood, and highlights new (and makes practical sense of) handy customer service tips. As a must read, it should definitely be given to, and digested, by all customer facing members of staff.

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4.0 out of 5 stars Good introduction and refresher of key customer service points, 28 Jan 2012

Silky R - See all my reviews

This review is from: The Customer Service Pocketbook (The Pocketbook) (Paperback)

I don't have any formal customer service training but have worked at different levels of customer service for over a decade so found this book to not only refresh my notion of customer service but also taught me some new nuances too. The book's common sensical approach to customer service also reaffirmed my understanding of what good customer service is as a customer as well as how to deliver it when serving customers. The exercise pages are useful too for the reader to stop and think whether what they are currently doing in customer service is focussed to the business' goals. A good introduction and refresher of key customer service points.

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Most Recent Customer Reviews

5.0 out of 5 stars Fantastic Tool
I love these pocketbooks. They are the perfect tool for training and development. Simple and concise with some very useful information.

Published 15 months ago by Samantha Johnson

3.0 out of 5 stars OK as an introduction
The management pocketbook series provide useful introductions to their subject areas and the Customer Service Pocketbook is no exception. Read more

Published on 17 Oct 2008 by Simon Hazeldine

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