256 pages | Allen & Unwin (2006) | ISBN-174175008-3 | PDFFull of practical tips to improve customer service and maintain a level of excellence, this resource helps businesses attract new customers and keep regular customers coming back. Suggestions include understanding customers, using a personalized approach, managing customers over the Internet and telephone, overseeing internal customer service, and stepping in when things go wrong.
Helpful tips, such as giving regular customers a contact number for outside normal business hours, offer great ideas for speeding up customer-service transactions for busy owners and managers. Also included are checklists to gauge customer service satisfaction, handle customer complaints effectively, and analyze competition efficiently.
Review
"Full of practical tips to improve customer service and maintain a level of excellence." -- Greater Hartford Business Times
"Griffiths offers pragmatic advice and straightforward strategies for pleasing customers." -- Customer Relationship Management -- This text refers to an alternate Paperback edition.
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