Customer Service

This practical text comprises a package of 20 workshops which aim to enable trainers and line managers to enhance customer service at all levels throughout their organizations.

The 49 instruments in this collection deal with understanding, attitudes and behaviour across a wide range of skills and functions, from counselling to customer care, from leadership to recruitment.

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This fully updated edition is essential reading for all those in business looking to improve their customer care, and consequently improve profits, employee morale, standing and reputation.

Successful organisations are those which attract and retain satisfied and loyal customers. Yet few organisations today are truly customer-centric.

Good customer service may be seen as a crucial asset for most organisations. But how do you know that you are delivering good customer service both externally and internally and, more importantly, delivering it to meet and exceed your customers' expectati

Empowerment is a key technique for improving customer and employee satisfaction.

Benchmarking, the process of identifying, understanding and adapting outstanding business practices, is rapidly proving itself to be an essential management tool.

Sarah Cook's book offers a systematic, customer-focused approach to improving the way we work. The methods it describes can be applied equally to a specific area or function and to the organization as a whole.

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Secret Service offers a realistic assessment of the major issues involved in implementing and managing high standards of customer service.

A high energy activity that requires the team to use strong organisational and collaboration skills, quick decision making and assertiveness to meet the customer requests at the same time as controlling costs and making a profit. DOWNLOAD NOW