The Managing Customer Service Pocketbook

The Managing Customer Service Pocketbook

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For leaders of customer service teams, The Managing Customer Service Pocketbook draws on some startling statistics to highlight the benefit of building customer loyalty. For example, one study shows that a mere 5% increase in customer loyalty can boost profitability by up to 85%. Earning loyalty is about delighting the customer by delivering outstanding service. And, as the book's author Andy Cross explains, the bedrock of service excellence is the 'service brand'.INTRODUCTION 7 The critical difference, how to use this book, build a service brand, customer trends, trend spotting BUILD ... customer charter, customer feedback, putting on the ears, feedback methods, one step beyond, mystery shoppers, anbsp;...

Title:The Managing Customer Service Pocketbook
Author: Andy Cross
Publisher:Pocketbooks - 2008-05

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