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Improving customer service

Introduction
The customer is king
Creating excellent customer service
Use complaints intelligently
The seven golden rules of great customer service
Customer service really matters
Team exercise: customer service from another's perspective
References and further reading

module menu icon References and further reading

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module menu icon References and further reading

  • Newby, T, McManus, S. Customer Service Pocketbook, 2nd edition. Alresford: Management Pocketbooks; 2002
  • Boden, A. Handling Complaints. Alresford: Management Pocketbooks; 2001.
  • Bee, F, Bee, R. Customer Care. Training Extras. London: Institute of Personnel and Development; 1995

 

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