The Customer Service Pocketbook [Hardback]by Tony Newby and Sean McManus
Usually ships within 3 to 5 working days Description of The Customer Service PocketbookThis 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.Title Information
Write a review of this book Contents of The Customer Service PocketbookWHY CUSTOMER SERVICE MATTERSFulfilling personal and organisational needs the importance of how you do things customers buy experiences repeat business the lifetime value of customers the silent complainer the company ambassador WHAT'S DIFFERENT ABOUT GOOD SERVICE? Putting customers first what you need quality attention to detail delivering great service case studies taking responsibility remembering good and bad service EFFECTIVE CUSTOMER COMMUNICATIONS Communications you depend on good communication listening skills written communication the Readability Index how technology helps when technology fails using email TURNING COMPLAINTS INTO OPPORTUNITIES Benefits of complaints customer needs common causes of complaints handling complaints dealing with angry customers EMPOWERING GREAT CUSTOMER SERVICE Everyone plays a role corporate culture internal customers when the internal customer chain weakens strengthening the internal customer chain passing on work MEASURING CUSTOMER SERVICE Setting standards using internal indicators customer satisfaction mystery shopper programmes rewarding team members case study PERSONAL ACTION PLANNING The pay-off reviewing the lessons overcoming obstacles APPENDIX: NOTES FOR TRAINERS RECOMMENDED FURTHER READING |
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