The Customer Service Pocketbook

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• About the authors

About the authors

The late Tony Newby BA MA
Tony wrote the first edition of this popular guide to customer service in 1991, drawing on his extensive experience consulting and training in multinational and growing companies, as well as within local and central government. These assignments involved creating and delivering bespoke training courses, covering topics as diverse as culture change, assertiveness, creativity, effective listening, computer skills and customer service quality. His books on management training topics have been published in the UK and the USA.

Sean McManus BSc
In 2002 the book was revised and updated by Sean McManus, who holds a BSc in International Business and German and whose magazine contributions have appeared in Marketing Week, Customer Loyalty Today and Business 2.0 among others. He is the author of Small Business Websites That Work. His personal website is www.sean.co.uk.