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Synopsis
The decline in service and customer satisfaction is costing companies billions in lost revenue. Based on an in-depth study of many companies across 19 countries this work offers practical ideas for managers keen to deliver outstanding customer service.
From the Publisher
Excellent response to Freemantle's new book:
Reviews and extracts in the press for What Customers Like about You have been appearing around the world, from the Kaleej Times in the Gulf to the Observer, the Times and the Guardian in the UK - and there have been many others... Customer service is such a crucial area for all kinds of organisations, from retailers to local government departments, and yet surveys show that customer satisfaction levels are actually falling. This is an immensely useful and very readable book, which encourages radical improvements through trusting front-line people to do a good job. Vital for anybody who has to deal with customers! --This text refers to an out of print or unavailable edition of this title.
The decline in service and customer satisfaction is costing companies billions in lost revenue. Based on an in-depth study of many companies across 19 countries this work offers practical ideas for managers keen to deliver outstanding customer service.
From the Publisher
Excellent response to Freemantle's new book:
Reviews and extracts in the press for What Customers Like about You have been appearing around the world, from the Kaleej Times in the Gulf to the Observer, the Times and the Guardian in the UK - and there have been many others... Customer service is such a crucial area for all kinds of organisations, from retailers to local government departments, and yet surveys show that customer satisfaction levels are actually falling. This is an immensely useful and very readable book, which encourages radical improvements through trusting front-line people to do a good job. Vital for anybody who has to deal with customers! --This text refers to an out of print or unavailable edition of this title.