The book covers:
* Why customer service matters
* What's different about good service
* Effective customer communications
* Turning complaints into opportunities
* Empowering great customer service
* Measuring customer service

The book includes notes for trainers, including a plan for a one-day workshop based on the book, and has a section on personal action planning to help readers put the ideas into action.

Throughout the book there are quizzes, exercises and checklists to help readers link the book's ideas to their own experience and their own personal and business needs.

Synopsis
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.

See all Product Description