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    Customer Service Pocketbook: 3rd Edition
    Customer Service Pocketbook: 3rd Edition
    Customer Service Pocketbook: 3rd Edition
    Ebook100 pages48 minutes

    Customer Service Pocketbook: 3rd Edition

    By Sean McManus

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    About this ebook

    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.
    LanguageEnglish
    PublisherManagement Pocketbooks
    Release dateJan 1, 2013
    ISBN9781908284242
    Customer Service Pocketbook: 3rd Edition

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