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UK freelance journalist, author and writer Sean McManus

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The Customer Service Pocketbook

Book cover: The Customer Service Pocketbook

Suggested further reading on customer service

Book cover: The Richer Way Julian Richer, The Richer Way
Julian Richer reveals how putting people first has enabled him to build 'Richer Sounds', a business which entered the Guinness Book of Records for having the most profitable retail space
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Book Cover: Inside the Magic Kingdom Thomas K Connellan, Inside the Magic Kingdom: Seven Keys to Disney's Success
An entertaining story that reveals how attention to detail and customer service are part of everybody's job at Disney's theme parks
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Book cover: Fish Stephen C Lundin, Harry Paul and John Christensen, Fish!
Subtitled 'a remarkable way to boost morale and improve results', the book uses a story about a local fish market to show how poor internal relations in a large company can eb transformed
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Book cover: E-Customer Care Pocketbook Mike Applegarth, Adrian Guttridge and Keith Posner, The E-Customer Care Pocketbook
This book shows how internet companies, call centres and other remote service providers can build good relationships with customers
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Book cover: Handling Complaints Pocketbook Angelena Boden, The Handling Complaints Pocketbook
Deals extensively with managing emotions when taking complaints and also addresses the systems needed to manage them effectively
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Book cover: Assertiveness Pocketbook Max A Eggert, The Assertiveness Pocketbook
If you struggle to cope with angry customers or need to negotiate with customers extensively, this book helps to build your confidence
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