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Full Description
It takes ten times as much investment to obtain business from a new customer as it does to generate more revenue from existing customers. This practical guide advises companies and organizations on how to implement a customer service strategy that should keep customers coming back. It presents case studies, research findings, quizzes and checklists to help companies re-evaluate their own customer care and retention policies.
Contents
Understanding customer service; exceeding customer expectations; customer service strategy; hiring the right people; developing personal service skills; managing the customer interaction; implementing effective processes; dealing with customer complaints; instituting continuous improvement processess; helping managers become leaders.
