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Making Customer Service Count

Ensuring Communication that Maximises Customer Satisfaction

Patrick Forsyth
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páginaprincipal.livro.idioma:  English
This book describes customer expectations and how a practical and systematic approach can deal with them in a way that is both effective and impresses.
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Done right, customer service can secure, hold and play a part in developing business and thus profit growth. This book describes customer expectations and how a practical and systematic approach can deal with them in a way that is both effective and impresses.

It ranges across the methods - face to face, in writing and phone - and suggests how to accentuate the positive and minimise the negative (through effective handling of complaints).

About the Author

Patrick Forsyth is a consultant, trainer and writer. He has worked with organisations large and small and in many different parts of the world. He is the author of many successful books on management, business and careers and prides himself on having a clear how-to style.
One reviewer (“Professional Marketing”) commented: Patrick has a lucid and elegant style of writing which allows him to present information in a way that is organised, focused and easy to apply.
In this series he is also the author of several titles including “Your boss: sorted!” and “How to get a pay rise”. His writing extends beyond business. He has had humorous books published (e.g. Empty when half full), also light-hearted travel writing: First class at last!, about a journey through South East Asia, and Smile because it happened about Thailand. His third novel, A Rather Curious Crime, was published recently.

  1. Introduction: winning and holding customers
  2. Customer expectation and perceptions
  3. Getting the communication right
  4. Handling complaints
  5. Linking service to advice and to increasing sales
  6. Afterword: Ten keys to making it effective