The Complete Guide to Customer Service by Linda M. Lash

The Complete Guide to Customer Service by Linda M. Lash

£3.29

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The close connection between customer satisfaction, profitability and market share is explored in this book which explains how to recruit, train and motivate employees to deliver the best service, how to measure and evaluate the service being delivered and how to rectify service problems.

Description

Details

All too often companies overlook their most important competitive weapon - their customers. Linda Lash, Director of Training at Avis International, one of the most famous names in customer service, understands the close connection between customer satisfaction and profitability and market share. The result is a practical real-world guide to what customer service is all about - showing managers in the customer service industry why it makes sense to keep customers happy and how to do it. In "The Complete Guide to Customer Service" Lash shows readers how to recruit and select the right people; how to train, develop, and motivate them to deliver top-notch service; what to do when there's a hitch in customer service; how to measure and evaluate the actual service being delivered, and much more. There are also "real life" examples of both good and bad corporate customer service - including Avis, Michelin, McDonald's, Marriott, Disneyworld, Pizza Hut, and others.

Additional Information

Additional Information

SKU GOR004261710
Title The Complete Guide to Customer Service
Author By (author) Linda M. Lash
Condition VERYGOOD
Binding Type Hardback
Publisher John Wiley and Sons Ltd
Year Published 1988
Number of Pages 236
ISBN 10 0471624284
ISBN 13 9780471624288
Edition N/A
Prizes N/A
Cover Note: Book picture is for illustrative purposes only, actual cover or edition may vary.
Note: This is a used book - there is no escaping the fact it has been read by someone else and it will show signs of wear and previous use. Overall we expect it to be in very good condition, but if you are not entirely satisfied please get in touch with us.
Ex Library No
Description

Details

All too often companies overlook their most important competitive weapon - their customers. Linda Lash, Director of Training at Avis International, one of the most famous names in customer service, understands the close connection between customer satisfaction and profitability and market share. The result is a practical real-world guide to what customer service is all about - showing managers in the customer service industry why it makes sense to keep customers happy and how to do it. In "The Complete Guide to Customer Service" Lash shows readers how to recruit and select the right people; how to train, develop, and motivate them to deliver top-notch service; what to do when there's a hitch in customer service; how to measure and evaluate the actual service being delivered, and much more. There are also "real life" examples of both good and bad corporate customer service - including Avis, Michelin, McDonald's, Marriott, Disneyworld, Pizza Hut, and others.
Additional Information

Additional Information

SKU GOR004261710
Title The Complete Guide to Customer Service
Author By (author) Linda M. Lash
Condition VERYGOOD
Binding Type Hardback
Publisher John Wiley and Sons Ltd
Year Published 1988
Number of Pages 236
ISBN 10 0471624284
ISBN 13 9780471624288
Edition N/A
Prizes N/A
Cover Note: Book picture is for illustrative purposes only, actual cover or edition may vary.
Note: This is a used book - there is no escaping the fact it has been read by someone else and it will show signs of wear and previous use. Overall we expect it to be in very good condition, but if you are not entirely satisfied please get in touch with us.
Ex Library No