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Deliver outstanding customer service : gain and retain customers and stay ahead of the competition

Author: Susan Antoinette Nash; Derek Nash
Publisher: Oxford : How To Books, 2002.
Edition/Format:   Print book : English : 2nd edView all editions and formats
Summary:

This guide to customer service introduces a service management model that saves time and money by providing information, skills and techniques to raise competency in customer care.

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Document Type: Book
All Authors / Contributors: Susan Antoinette Nash; Derek Nash
ISBN: 1857037839 9781857037838
OCLC Number: 48628605
Notes: Previous edition: published as Exceeding customer expectations. Oxford : Pathways, 2000.
Description: xii, 226 pages ; 24 cm
Contents: 1. Understanding customer service; 2. Exceeding customer expectations; 3. Customer service strategy; 4. Hiring the right people; 5. Developing personal service skills; 6. Managing customer interaction; 7. Implementing effective processes; 8. Dealing with customer complaints; 9. Instituting continuous improvement processes; 10. Helping managers become leaders; 11. Delighting the customer
Responsibility: Susan Nash and Derek Nash.

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'Neat, simple and effective. Actually that sounds like what most customers want.' The Bookseller; 'This title will be a revelation to all those who put more money and energy into attracting new Read more...

 
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