Desk & Support Center
This bright and breezy service primer has proven itself a big hit with front-line service providers and service managers alike! For the nearly 80% of Americas workforce that provides service, this friendly tool makes sure the "good service" message gets across loud and clear. Using anecdotes, cartoons, and checklists the book make its point:
"As far as customers are concerned you are the company. This is not a burden, but the core of your job. You hold in your hands the power to keep customers coming back -- perhaps even to make or break the company."
With a mix of inspiration and concrete techniques readers can put to use
the very day they get it, the book shows how to:
The second edition is completely updated and includes new information on: e-mail, telephone tact, voice mail, chronic complainers, service recovery, problem solving, and managing the "customer from hell"!
Table of Contents
The Resource Center for Customer Service
PO Box 401, Western Springs, IL 60558
Tel: (708) 246-0320 Fax: (708) 246-0251
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Center for Customer Service Professionals. All rights reserved.
Last modified January 17, 2012