The Complete Guide to Customer ServiceWiley Series in Training and Development

Edition

1st edition

Published

1989

Publisher

Wiley

ISBN-13

9780471624288

ISBN-10

0471624284

Pages

240

Format

Hardcover

Language

English

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.