Synopsis
Best Practices in Customer Service is a one-stop resource that brings together the wisdom of dozens of customer service experts who explain and demonstrate how to implement the best practices available in customer service. With 35 chapters written by top customer service consultants and practitioners, it covers everything from the classic issues like customer retention and service recovery to contemporary concerns like providing customer service on the Internet. Best Practices in Customer Service also contains valuable information and tools, including a directory of Web sites related to customer service topics, and other customer service information available online; customer service training exercises and materials that can be used for slides or overheads; a listing of magazines, journals, and newsletters that deal with customer service; and graphs documenting useful findings from the ICSA's Benchmarking Study that you can use to benchmark your company's performance and approach to customer service.
Booknews
This one-stop resource presents the best practices in customer service and how to implement them. From classic issues like customer retention to contemporary concerns involving the internet, it covers topics such as fully understanding the connection between excellent customer service and organizational performance, developing a customer base that fuels growth and profitability, and how to deliver a high level of service at a lower cost. It also includes a directory of Web sites, training exercises and materials, a listing of magazines, journals and newsletters, and graphs documenting useful findings from the ICSA's Benchmarking Study. No index. Annotation c. by Book News, Inc., Portland, Or.