Customer Service Pocketbook
Autor Sean Mcmanusen Limba Engleză Paperback – oct 2013
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Specificații
ISBN-13: 9781906610555
ISBN-10: 190661055X
Pagini: 112
Ilustrații: illustrations
Dimensiuni: 180 x 109 x 6 mm
Greutate: 0.11 kg
Ediția:2 Revised edition
Editura: MANAGEMENT POCKETBOOKS
ISBN-10: 190661055X
Pagini: 112
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.