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
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Last modified January 17, 2012