Second Edition.
Uncover the mystery behind good customer service with this practical guide that outlines how to provide and receive the best service possible. Filled with expert advice, this new edition provides customer service strategies for the new millennium, as well as new examples and solutions for every customer service need. It features new case studies, snapshots of customer service superstars, more scripts, and "best and worst" service scenarios. The book also covers Internet services, and email etiquette.
The authors deal with the impact the Internet has had on customer service; how quality service has changed the industry; and how to make a service strategy a success from the ground up. This book is perfect for anyone who wants to know how to keep clients and customers happy and satisfied.
