| Title:
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THE CUSTOMER SERVICE POCKETBOOK
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| By: |
Tony Newby, Sean McManus, Phil Hailstone (Illus) |
| Format: |
Hardback |
| List price:
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£8.99 |
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We currently do not stock this item, please contact the publisher directly for
further information.
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| ISBN 10: |
1903776007 |
| ISBN 13: |
9781903776001 |
| Publisher: |
MANAGEMENT POCKETBOOKS |
| Pub. date: |
1 March, 2002 |
| Edition: |
2nd Revised edition |
| Series: |
The Pocketbook |
| Pages: |
112 |
| Description: |
This text deals with all aspects of customer service. It covers why good service matters, turning complaints into opportunities, listening to customers, effective communication, and more. It includes self-assesments, exercises and quizzes. |
| Synopsis: |
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. |
| Illustrations: |
20 illustrations |
| Publication: |
UK |
| Imprint: |
Management Pocketbooks |
| Returns: |
Returnable |