Exceptional Customer Service: Going Beyond Your Good Service to Exceed the Customer's Expectation - Softcover

Ford, Lisa; McNair, David; Perry, Bill

Softcover

ISBN 10: 1580624588 ISBN 13: 9781580624589

Publisher: Adams Media Corporation, 2001

Synopsis

Exceptional Customer Service is packed with exercises designed for today's customer service needs. Managers as well as customer service people will find useful and solid advice on how to improve customer service from the inside out. By learning how to keep customers, instead of constantly recruiting new ones, business will boom. Lisa Ford, David McNair, and William Perry know how to do this, and together they have created a powerful tool for all managers! Readers will be tapped into the authors' collective knowledge and be shown: -- How to deal with personal baggage that so often clutters the workplace -- How to compute the financial impact of losing customers -- How to categorize service behaviors and how to plot out their destiny -- How to Map the Gap and learn how to address the Opportunity for Improvement -- How service creates the first and lasting impression on customers -- And so much more!

About this title

Synopsis:

By using practical advice, real life examples, helpful tips and step-by-step instructions, the authors provide the tools for business owners and managers to create exceptional customer service.

About this edition

• Publisher: Adams Media Corporation
• Publication date: 2001
• ISBN 10: 1580624588
• ISBN 13: 9781580624589
• Binding: Paperback
• Number of pages: 252