Deliver Outstanding Customer Service
Gain and Retain Customers and Stay Ahead of the Competition
2nd Edition
Published on 1. May 2002
Book
Paperback/Softback
240 pages
978-1-85703-783-8 (ISBN)
Description
This guide to customer service introduces a service management model that saves time and money by providing information, skills and techniques to raise competency in customer care.
Reviews / Votes
'Neat, simple and effective. Actually that sounds like what most customers want.' The Bookseller; 'This title will be a revelation to all those who put more money and energy into attracting new customers than taking care of their existing ones.' Training JournalMore details
Edition
2nd Revised edition
Language
English
Place of publication
London
United Kingdom
Publishing group
Little, Brown Book Group
Target group
Professional and scholarly
Edition type
Revised edition
Dimensions
Height: 232 mm
Width: 152 mm
Weight
400 gr
ISBN-13
978-1-85703-783-8 (9781857037838)
Copyright in bibliographic data is held by Nielsen Book Services Limited or its licensors: all rights reserved.
Schweitzer Classification
Other editions
Previous edition
Susan Nash | Derek Nash
Exceeding Customer Expectations
Find Out What Your Customers Want - and Give Them Even More
Book
02/2000
How To Books Ltd
€36.06
Article exhausted; check different version
Persons
Susan Nash is the President of the US-based EM-Power Training and Consulting and has worked with a diverse range of international companies. Derek Nash tutors Customer Service Excellence at EM-Power and draws on long experience of customer service and support in industry. They train in customer service both in the US and the UK. They live in Foster City, California, US.
Content
1. Understanding customer service; 2. Exceeding customer expectations; 3. Customer service strategy; 4. Hiring the right people; 5. Developing personal service skills; 6. Managing customer interaction; 7. Implementing effective processes; 8. Dealing with customer complaints; 9. Instituting continuous improvement processes; 10. Helping managers become leaders; 11. Delighting the customer