Items related to The Customer Service Pocketbook (Sales & Marketing...
The 'Customer Service Pocketbook' is for people working in companies, utilities and public sector organisations, whether they face the paying customer directly or whether they help colleagues ("internal customers") who ultimately serve the end-customer.
The book covers:
* Why customer service matters
* What's different about good service
* Effective customer communications
* Turning complaints into opportunities
* Empowering great customer service
* Measuring customer service
The book includes notes for trainers, including a plan for a one-day workshop based on the book, and has a section on personal action planning to help readers put the ideas into action.
Throughout the book there are quizzes, exercises and checklists to help readers link the book's ideas to their own experience and their own personal and business needs.
"synopsis" may belong to another edition of this title.
From the Publisher:
A pocketful of tools, tips and techniques for everyone in sales, after-care, reception, administration, management and on the board who directly or indirectly contributes to customer service.
From the Author:
Co-author Sean McManus says: "I updated this book from Tony Newby's original text and it was interesting to see how quickly customer service technology and business practices have changed in the last ten years. The new book extends the ideas of the original to consider how to offer excellent service at call centres and by email, as well as reflecting the greater responsibility employees in most organisations have today. This edition reflects that empowerment by inspiring readers at all levels within an organisation to delight their customers, ensuring the long term security of their business and making their work more enjoyable."
"About this title" may belong to another edition of this title.
- PublisherManagement Pocketbooks
- Publication date1991
- ISBN 10 1870471105
- ISBN 13 9781870471107
- BindingPaperback
- Number of pages128
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The Customer Service Pocketbook (Sales & Marketing S.)
Published by
Management Pocketbooks
(1991)
ISBN 10: 1870471105
ISBN 13: 9781870471107
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The Customer Service Pocketbook
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The Customer Service Pocketbook
Published by
Management Pocketbooks
(1991)
ISBN 10: 1870471105
ISBN 13: 9781870471107
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Book Description Softcover. Condition: Bon. Légères traces d'usure sur la couverture. Edition 1991. Ammareal reverse jusqu'à 15% du prix net de cet article à des organisations caritatives. ENGLISH DESCRIPTION Book Condition: Used, Good. Slight signs of wear on the cover. Edition 1991. Ammareal gives back up to 15% of this item's net price to charity organizations. Seller Inventory # E-954-809
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The Customer Service Pocketbook (Sales & Marketing S.) Newby, Tony and McManus, Sean
Published by
Management Pocketbooks
(1991)
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ISBN 13: 9781870471107
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The Customer Service Pocketbook
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Management Pocketbooks Ltd
(1998)
ISBN 10: 1870471105
ISBN 13: 9781870471107
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Book Description Mass Market Paperback. Condition: Good. Minor shelf wear to extremities. Contents clean. Seller Inventory # 041869-4
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