The Customer Service Pocketbook is for everyone who contributes, directly or indirectly, to giving the customer excellent service. This third edition has been fully revised to reflect the changes in 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 is discussed. Recognising and respecting internal customers is also addressed and there are case studies, checklists and an action planning section.
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Language English ● Format PDF ● Pages 112 ● ISBN 9781908284242 ● File size 3.7 MB ● Publisher Management Pocketbooks ● City London ● Country GB ● Published 2013 ● Downloadable 24 months ● Currency EUR ● ID 4083741 ● Copy protection Social DRM
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