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Product Description
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.
See all 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.
See all Product Description
Inside This Book
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What Do Customers Ultimately Buy After Viewing This Item?
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56% buy the item featured on this page: The Customer Service Pocketbook (The Pocketbook) £5.99 |
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10% buy Customer Service for Dummies £7.49 |
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9% buy Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation: Hundreds of Tools, Techniques and Scripts ... Any Situation (Perfect Phrases Series) £4.19 |
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