Customer Service Pocketbook: 3rd Edition - Customer Service Pocketbook
The Customer Service Pocketbook is for everyone who contributes directly or indirectly to giving the customer good service. It covers:
- why good service matters
- the differences between good and bad service
- performance standards
- turning complaints into opportunities
- listening to customers
- assertiveness and good service
- effective customer communication
- internal customers.
There are exercises, quizzes and checklists throughout the book, with a personal action planning section at the end too, along with 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.