* 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 enableany 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; measuringand follow up. Это и многое другое вы найдете в книге Customer Service Workbook (Neville Lake, Kristen Hickey)