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Customer Service Pocketbook

Condition: BRAND NEW
ISBN: 9781906610555
Author(s): Sean Mcmanus
Year: 2013
Edition: 2nd
Publisher: Management Pocketbooks
Dimensions: 148 x 7 x 105 (w x l x h)
Pages: 112

BUYER OFFERS: We are a retail store with set pricing and unfortunately we can't fulfil any requests to sell items for less than the listed price.

Description:
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.

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  • Store location: Auckland City, Auckland, NZ

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