Business & Money | Economics
Customer Service Pocketbook
by Sean McManus 2020-07-01 14:37:20
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The Customer Service Pocketbook is for everyone who contributes, directly or indirectly, to giving the customer excellent service. This third edition has been fully revised to reflect the changes in responding to customers' needs via a variety of dif... Read more
The Customer Service Pocketbook is for everyone who contributes, directly or indirectly, to giving the customer excellent service. This third edition has been fully revised to reflect the changes in 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 is discussed. Recognising and respecting internal customers is also addressed and there are case studies, checklists and an action planning section. Less
  • Publication date
  • Language
  • ISBN
  • January 1, 2013
  • eng
  • 9781908284242
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Sean McManus
Author
Sean McManus is an expert technology and business author. His tutorials and articles have appeared in The MagPi, Internet Magazine, Business 2.0, and Personal Computer World. Mike Cook is a former Phy...
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