The Effective Manager's Handbook for Customer Service Success: 52 Weekly Motivational Tips and Quotes to Help You Improve Your Customer Service Every Day! [Paperback]

Edward Gagnon (Author)

Book Description

Publication Date: February 25, 2001

It's a Service World. To succeed long-term, companies must retain and grow their customer base. The Effective Manager's Handbook for Customer Service Success is the tool that will give every manager insight into successful customer service, from people to processes, from motivation to measurement.Including 52 quick and enlightening customer service tips plus weekly motivational quotes from business leaders and philosophers, the Handbook can be an asset to your company.The Handbook also offers an action-oriented Weekly Service Notebook. This tool encourages simple but effective daily documentation of service successes to recognize employee performance. You can also document symptoms of poor service, the complaints and issues often identified but more often forgotten that become chronic to your company. Documenting symptoms enables you to focus improvement efforts and maximize customer retention.Whether the action is to recognize great employee service or attack a recurring customer service issue, use this tool to document successes and symptoms. Review and act weekly. Constantly strive to improve your bottom line by improving your customer service.Every company in the world can improve its customer service. This book, in your hands, can help you begin Improving Your Bottom Line by Improving Your Customer Service...today!

Editorial Reviews

About the Author

Since the 1980s, Gregory Ward and Edward Gagnon have improved clients' customer service through creative research, process improvement methodologies, and unique training techniques. Their 400+ projects and numerous seminars brought clients higher customer retention and profits.Visit their web site (www.cssamerica.com) or contact them toll free at 877.553.7525.

Product Details

• Paperback: 124 pages
• Publisher: iUniverse (February 25, 2001)
• Language: English
• ISBN-10: 0595150950
• ISBN-13: 978-0595150953
• Product Dimensions: 9 x 6 x 0.3 inches
• Shipping Weight: 8.5 ounces (View shipping rates and policies)
• Amazon Best Sellers Rank: #2,391,888 in Books (See Top 100 in Books)

More About the Author

Ed Gagnon is a business owner, customer retention strategist, customer service consultant, researcher, trainer, writer, and speaker.

As President of Charlotte, NC-based Customer Service Solutions, Inc., a customer service and retention consulting, research, and training firm founded in 1998, Ed has helped hundreds of clients improve their bottom line by improving their customer service.

Ed uses his 20+ years of consulting experience to help CSS clients through Fast-Track Culture Assessments, Client Retention and Growth Strategy development, service process redesign, customer service training, and research services such as perceptions surveys and mystery shopping.

Ed has been interviewed on customer service by such publications as the New York Times, Kiplinger Business Forecasts, The Christian Science Monitor, and Human Resource Executive. Ed has also been featured on television and radio, written hundreds of articles on customer service, and he blogs on customer service on the CSS website www.cssamerica.com.

As an engaging and well-respected speaker, Ed always delivers an energetic and personalized message to his audience - whether they are executives or front-line staff - inspiring them to improve.