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The Customer Service Pocketbook (The Pocketbook)
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| List Price: | £6.99 |
| Price: | £5.47 & eligible for FREE Super Saver Delivery on orders over £5. Details |
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Average customer review:
Product Description
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.
Product Details
- Amazon Sales Rank: #99465 in Books
- Published on: 2002-03-01
- Original language: English
- Binding: Paperback
- 112 pages
Editorial Reviews
From the Publisher
A pocketful of tools, tips and techniques for everyone in sales, after-care, reception, administration, management and on the board who directly or indirectly contributes to customer service.
From the Author
Co-author Sean McManus says: "I updated this book from Tony Newby's original text and it was interesting to see how quickly customer service technology and business practices have changed in the last ten years. The new book extends the ideas of the original to consider how to offer excellent service at call centres and by email, as well as reflecting the greater responsibility employees in most organisations have today. This edition reflects that empowerment by inspiring readers at all levels within an organisation to delight their customers, ensuring the long term security of their business and making their work more enjoyable."
About the Author
The late Tony Newby BA MA
Tony wrote the first edition of this popular guide to customer service in 1991, drawing on his extensive experience consulting and training in multinational and growing companies, as well as within local and central government. These assignments involved creating and delivering bespoke training courses, covering topics as diverse as culture change, assertiveness, creativity, effective listening, computer skills and customer service quality. His books on management training topics have been published in the UK and the USA.
Sean McManus BSc
In 2002 the book was revised and updated by Sean McManus, who holds a BSc in International Business and German and whose magazine contributions have appeared in Marketing Week, Customer Loyalty Today and Business 2.0 among others. He wrote Small Business Websites That Work and co-wrote Quick Answers to Web Marketing Questions.
Customer Reviews
Alot of useful tips to effective customer care
I was just slightly disappointed in this book as it contained more knowledge tests more than information - hoever there were quite alot of useful tips that I wouldn't hesitate to use in a working environment as well as being a customer myself
OK as an introduction
The management pocketbook series provide useful introductions to their subject areas and the Customer Service Pocketbook is no exception. You just need to be aware that due to the space limitations the format places on its authors you can't really expect them to go into any great depth. However, as a introductory text covering some key themes this is a good place to start.
Simon Hazeldine Author of 'Bare Knuckle Customer Service', 'Bare Knuckle Selling' and 'Bare Knuckle Negotiating'
