Customer Service Pocketbook: 3rd Edition
Autor Sean Newbyen Limba Engleză Paperback – 30 sep 2013
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Specificații
ISBN-13: 9781906610555
ISBN-10: 190661055X
Pagini: 128
Ilustrații: illustrations
Dimensiuni: 180 x 109 x 6 mm
Greutate: 0.11 kg
Ediția:2 Revised edition
Editura: MANAGEMENT POCKETBOOKS
ISBN-10: 190661055X
Pagini: 128
Ilustrații: illustrations
Dimensiuni: 180 x 109 x 6 mm
Greutate: 0.11 kg
Ediția:2 Revised edition
Editura: MANAGEMENT POCKETBOOKS
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Descriere
The
new,
3rd
edition
of
the
Customer
Service
Pocketbook
will
be
published
in
October
2013.
A
key
title
in
the
Pocketbook
Series,
the
book
is
for
everyone
who
contributes,
directly
or
indirectly,
to
giving
the
customer
excellent
service.
It
has
been
fully
revised
to
reflect
the
challenges
of
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 are discussed. Recognising and respecting internal customers is also addressed and there are case studies, checklists and an action planning section.
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 are discussed. Recognising and respecting internal customers is also addressed and there are case studies, checklists and an action planning section.