Complete Guide to Customer Service (Wiley Series in Training & Development)

Complete Guide to Customer Service (Wiley Series in Training & Development)

Editorial Reviews
The publisher, John Wiley & Sons
Presents the ten key guidelines for moving an organization to service excellence and keeping it there. Illustrates principles with down-to-earth examples for both large and small companies, giving readers a wide range of situations with which they can identify. The guidelines cover all the relevant functional areas, such as training, advertising, daily operations, finance, etc. Also shows the nineteen functions for maintaining a successful complaint handling unit. Each chapter concludes with separate lists of guidelines for chief executives, front line service personnel, back-office support, and middle management.

Complete Guide to Customer Service (Wiley Series in Training & Development),Linda Lash,John Wiley & Sons Inc,0471624284,Business / Economics / Finance,Business/Economics,Customer Service,Customer services,Marketing,Personnel & human resources management

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