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Customer Service Pocketbook
3rd Edition
Por Sean McManus
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Sinopsis
The Customer Service Pocketbook is for everyone who contributes, directly or indirectly, to giving the customer excellent service. This third edition has been fully revised to reflect the changes in 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. The importance of setting standards, measuring customer service and mystery shopper programmes is discussed. Recognising and respecting internal customers is also addressed and there are case studies, checklists and an action planning section.
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Ficha Técnica
Editorial: Management Pocketbooks
ISBN: 9781908284242
Idioma: Inglés
Fecha de lanzamiento: 01/01/2013
Especificaciones del producto
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