The Customer Service Pocketbook (BOK)

Sean McManus, Tony Newby

79,00 7900
Sendes vanligvis innen 5-15 dager
This title is for everyone who contributes, directly or indirectly, to giving the customer good service. It covers why good service matters, the difference between good and bad service, performance standards, turning complaints into opportunities, listening to customers, assertiveness and good service, effective customer communications and internal customers. Throughout the book there are exercises, quizzes and checklists, and at the end there is a personal action planning section and an opportunity to further test your knowledge. There are also useful notes for managers and supervisors, as well as for trainers who can readily adapt the contents of the pocketbook to provide a one-day trainer-led workshop. A suggested timetable for such a workshop is provided, together with notes on how to run it.


Språk Engelsk Engelsk Utgitt 2002
Forfatter Sean McManus, Tony Newby Forlag
ISBN 9781903776001 Antall sider 112
Dimensjoner 14,8cm x 10,5cm x 0,6cm Vekt 109 gram
Leverandør Bertram Trading Ltd Illustratør Phil Hailstone
Emner og form Customer services