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Please Every Customer: Delivering Stellar Customer Service Across Cultures Paperback – April 14, 2011
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Not only do today's service providers have to be concerned with job knowledge, skills and professional standards, but they also have to be cognizant of the values, beliefs, social mores, expectations, needs and preferences of customers. All of this lends itself to a need for a higher level of training and self-development. Even so, many organizations do not invest large sums of money in customer service training and often view such training as "fluff" or nice-to-have but not necessary. In many instances managers see customer service training as not contributing to the bottom line and therefore relegate it to a lower priority, especially in an economy where training dollars are tight.
The front-line employee and their direct supervisor(s) are the backbone of any organization and the people with whom customers have contact. They are the "face" of the organization. These professionals can make or break a company and need all the knowledge and skills they can get in order to provide stellar customer service. Ultimately, the responsibility for education and garnering new and necessary knowledge and skills that allows for effective service delivery rests on the individual service provider. That is why I have written Please Every Customer: Delivering Stellar Customer Service Across Cultures. By using the information provided in this book, you can effectively prevent your customers from defecting to your competition.
- Paperback : 304 pages
- ISBN-10 : 0071748369
- ISBN-13 : 978-0071748360
- Item Weight : 14.5 ounces
- Dimensions : 6 x 0.69 x 9 inches
- Publisher : McGraw-Hill Education; 1st edition (April 14, 2011)
- Language: : English
- Best Sellers Rank: #3,666,260 in Books (See Top 100 in Books)
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