Crisp: Quality Customer Service, Fourth Edition: How to Win with the Customer
William B. MartinISBN: 1560525991;
The techniques and tools covered in this book will help you understand the basic needs of customers, outline four reasons why quality service is important, teach you how to handle complaints and difficult customers, and help you anticipate your customer?s needs. Everyone in an organization has something to do with customers daily. Customer service is the foundation on which success and profitability can be built. This book guides you through the establishment of quality customer service procedures to build your company?s business. The principles covered can be applied for internal and external customers alike. Learning Objectives: To reveal the fundamentals of what it takes to win with the customer. To describe what quality customer service is. To identify service providers' winning customer service attitudes. To explain how to identify customer needs. To show how to provide for customer needs. To explain how to ensure that customers return.
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