Category: Business, Finance & Law|
The author of the book: Sean McManus
Format files: PDF, EPUB, TXT, DOCX
The size of the: 416 KB
Edition: MANAGEMENT POCKETBOOKS
Date of issue: 1 October 2013
Description of the book "Customer Service Pocketbook":The new, 3rd edition of the Customer Service Pocketbook will be published in October 2013. A key title in the Pocketbook Series, the book is for everyone who contributes, directly or indirectly, to giving the customer excellent service. It has been fully revised to reflect the challenges of responding to customers' needs via a variety of different channels, including social media. The book covers why good service matters, listening skills, how to turn complaints into opportunities, effective communication methods and much more. The importance of setting standards, measuring customer service and mystery shopper programmes are discussed. Recognising and respecting internal customers PDF is also addressed and there are case studies, checklists and an action planning section.
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