Customer service pocketbook : a pocketful of tools, tips and techniques for everyone who contributes, directly or indirectly, to ensuring that the customer comes first / Sean McManus & Tony Newby.
Publication year: 2013
Edition: 3rd edition.
Publisher: Alresford : Management Pocketbooks,
ISBN: 9781906610555 (pbk.) :
Previous edition: 2002.
This title has been fully revised to reflect the challenges of responding to customers' needs via a variety of different channels, including social media. The book covers why good service matters, listening skills, how to turn complaints into opportunities, effective communication methods, and much more.
112 pages ; 11 x 15 cm
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