Publisher's Synopsis
Excellent customer service is now considered as a prerequisite for any successful company. Yet what this means for the customer service manager or supervisor, in practical terms, is often overlooked. Managing Customer Service is written for them. - - It provides a concise introduction to the business reasons for building good relationships with customers, examines the management framework of customer service, explains the customer service manager?s role, and then offers techniques that are easy to implement and will improve customer service. - - Very much a 'hands-on' guide, Managing Customer Service deals with all the real and demanding issues that a manager or supervisor has to face on a day-to-day basis. Topics include: - - ? communication methods: from telephone skills to the challenge of the Internet - ? dealing with difficult and angry customers - ? turning opportunities into new sales.
