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The Customer Service Workbook ("Sunday Times" Business Enterprise) Book
* A practical guide to developing a customer service strategy * Packed with advice, worksheets, exercises, tools and proven techniques * Expert, jargon-free guidance that all business people can follow * Free CD-ROM containing a 40-minute video presentation from the author. Customer service is about giving customers experiences that make them come back, and it's about measuring and improving every process involved. Here is a book that provides the framework for applying sound management principles to all parts of a business that touch the customer. The authors take a holistic view and enable the reader to prepare, manage and change a business to get the most out of customer relationships. The approach taken in the book will enable any manager to design, develop and implement a total customer service approach. The text covers five key areas: understanding customers; developing a service strategy; delivering service through people; delivering service through processes; measuring and follow up.Read More
from£N/A | RRP: * Excludes Voucher Code Discount Also available Used from £N/A
- 0749437898
- 9780749437893
- Neville Lake, Kristen Hickey
- 3 October 2002
- Kogan Page Ltd
- Paperback (Book)
- 223
- Pap/Cdr
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