The Customer Service Pocketbook

A major update of The Customer Service Pocketbook has taken place, involving extensive re-writing and the inclusion of new graphics throughout, resulting in publication of this, the 2nd edition. A key title in the Pocketbook Series, the book is for everyone who contributes, directly or indirectly, to giving the customer good service. It covers why good service matters, the differences between good and bad service, performance standards, turning complaints into opportunities, listening to customers, assertiveness and good service, effective customer communications and internal customers. Throughout the book there are exercises, quizzes and checklists, and at the end there is a personal action planning section and an opportunity to further test your knowledge. There are also useful notes for managers and supervisors, as well as for trainers who can readily adapt the contents of the Pocketbook to provide a one-day trainer-led workshop. A suggested timetable for such a workshop is provided, together with notes on how to run it.

The E-Customer Care Pocketbook

The Forrester Research shows that in 1997 1% of customer interactions took place over the Internet. By the year 2003 this figure is predicted to rise to 50%. Internet transactions offer customers convenience but remote trading has its price: customers feel much less loyalty to individual companies and the loss of face-to-face contact can result in poor or non-existent customer service. The E-customer Care Pocketbook (to be published in June 2001) addresses these issues, and looks at how to retain customer loyalty and offer good service in the digital age.