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The Customer Service Pocketbook

Book cover: The Customer Service Pocketbook

Table of contents

WHY CUSTOMER SERVICE MATTERS

WHAT'S DIFFERENT ABOUT GOOD SERVICE?

EFFECTIVE CUSTOMER COMMUNICATIONS

TURNING COMPLAINTS INTO OPPORTUNITIES

EMPOWERING GREAT CUSTOMER SERVICE

MEASURING CUSTOMER SERVICE

PERSONAL ACTION PLANNING

APPENDIX: NOTES FOR TRAINERS

RECOMMENDED FURTHER READING

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