The Customer Service Pocketbook

By Sean McManus and Tony Newby

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:

• What is customer service?
• Why customer service matters
• Delivering great customer service
• Effective customer communications
• Turning complaints into opportunities
• Empowering great customer service
• Measuring customer service

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.

The book was updated in 2013 to reflect the latest changes in customer service technologies and culture.

This book is often used for customer service training in large organisations. Bulk discounts for the printed book and multi-user digital licences are available from the publisher, Management Pocketbooks.