The Customer Service Pocketbook

By Tony Newby and Sean McManus

About the Customer Service Pocketbook

"A down-to-earth, practical guide. It removes a lot of the mystique and concentrates on the real issues."
- Mr Purdie, chief pensions manager, Scottish Widows

The Customer Service Pocketbook provides practical advice and inspiration for improving customer service. It recognises the role that everybody can play in delighting customers, and highlights some of the challenges organisations face.

The 'Customer Service Pocketbook' is for people working in companies, utilities and public sector organisations, whether they face the paying customer directly or whether they help colleagues ("internal customers") who ultimately serve the end-customer.

The book covers:

• Why customer service matters
• What's different about good service
• Effective customer communications
• Turning complaints into opportunities
• Empowering great customer service
• Measuring customer service
• Appendix: Notes for trainers
• Recommended further reading

Click here for the full table of contents

Throughout the book there are quizzes, exercises and checklists to help readers link the book's ideas to their own experience and their own personal and business needs. There are notes for trainers, including a plan for a one-day workshop based on the book.

Free chapter: Empowering great customer service

More options for reading the free chapter

Find out more...