1. Edition - March 2007
47.90 Euro
2007. 400 Pages, Softcover
ISBN-10: 0-7879-8200-8
ISBN-13: 978-0-7879-8200-3 - John Wiley & Sons






Sample Chapter

Short description
As industries mature and companies can no longer differentiate themselves by attributes such as products or pricing, customer service becomes a critical competitive advantage. 101 Ways to Improve Customer Service help companies train their employees and provide the infrastructure to support and reward exceptional customer service. The book divides into six sections, each representing different application areas that provide a foundation for exceptional customer service: Awareness, Communication, Planning, Service Excellence, Solving Problems, and Teamwork.

From the contents
Contents for the CD-ROM.

Introduction: Getting the Most from This Resource.

Topical Index of Interventions.

Section ONE: Awareness.

Section TWO: Communication.

Section THREE: Planning.

Section FOUR: Problem Solving.

Section FIVE: Quality.

Section SIX: Teamwork.

Appendix A: Internal Customer Service.

Appendix B: Call Centers.

Appendix C: Retail.

Appendix D: Sales.

About the Author.

How to Use the CD-ROM.