by Tony Newby · Management Pocketbooks · tapa blanda · ISBN 9781903776001
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«Customer Service Pocketbook» is Tony Newby and Sean McManus's guide to customer service (Management Pocketbooks, paperback, 112 pages, English).
Practical guide to customer service for everyone who contributes to delivering good service. Covers why it matters, how to differentiate it from poor service, performance standards, and how to turn complaints into opportunities. Includes exercises, quizzes, checklists, a personal action plan, and guidance for managers and trainers.
2nd edition of the guide, part of the Management Pocketbooks series; originally published in 2002.
Aimed at customer service professionals, sales, reception, administration and management staff, as well as trainers delivering workshops.
Discover second-hand books by Sean McManus.
