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Customer Service Pocketbook

Tony Newby & Sean McManus

5 ratings by Goodreads
ISBN 10: 1903776007 / ISBN 13: 9781903776001
Published by Management Pocketbooks, UK, 2002
Used Condition: Fine ( AS NEW) Hardcover
From J J Basset Books (Peter Tavy, United Kingdom)

AbeBooks Seller Since November 9, 2000

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About this Item

This book is part of a large purchase from a Public Sector Library and except where mentioned are for the most part LIKE NEW! MOSTLY the ONLY flaws are the blacked out (they insisted) Library stamps which show many of them to be UNUSED! FEEL FREE TO E-MAIL FOR PHOTOGRAPHS AND FURTHER DETAILS. FROM A DEALER WHO TELLS YOU WHO THEY ARE AND WHAT THEIR TELEPHONE AND ADDRESS CONTACT DETAILS ARE! Size: 16mo - over 5¾" - 6¾" tall. Bookseller Inventory # 33333334625

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Bibliographic Details

Title: Customer Service Pocketbook

Publisher: Management Pocketbooks, UK

Publication Date: 2002

Binding: Glossy Card

Illustrator: Phil Hailstone

Book Condition:Fine ( AS NEW)

Dust Jacket Condition: No Jacket

Signed: EX PUBLIC SECTOR LIBRARY BLACKED OUT STAMPS.

Edition: Second Edition

Book Type: PAPERBACK

About this title

Synopsis:

A major update of "The Customer Service Pocketbook" has taken place, involving extensive re-writing and the inclusion of new graphics throughout, resulting in publication of this, the 2nd edition. A key title in the Pocketbook Series, the book is for everyone who contributes, directly or indirectly, to giving the customer good service. It covers why good service matters, the differences between good and bad service, performance standards, turning complaints into opportunities, listening to customers, assertiveness and good service, effective customer communications and internal customers. Throughout the book there are exercises, quizzes and checklists, and at the end there is a personal action planning section and an opportunity to further test your knowledge. There are also useful notes for managers and supervisors, as well as for trainers who can readily adapt the contents of the Pocketbook to provide a one-day trainer-led workshop. A suggested timetable for such a workshop is provided, together with notes on how to run it.

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