Connecting with Customers: Developing a Winning Customer Service Strategy

This book is a must-read practical guide for frontline employees and small business managers to help them understand the principles of customer service and apply them in their relationships with customers. Written in an easy and motivational style, it shows how to project a professional image that resonates with customers and teaches what works best in various service contexts, such as face-to-face interactions, telephone conversations, email communication and service failures....
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This book is a must-read practical guide for frontline employees and small business managers to help them understand the principles of customer service and apply them in their relationships with customers. Written in an easy and motivational style, it shows how to project a professional image that resonates with customers and teaches what works best in various service contexts, such as face-to-face interactions, telephone conversations, email communication and service failures. Additionally, it offers a simple formula to make dissatisfied customers happy again. This is a great resource for those in banking, ICT, aviation, telecommunications, hospitality, and retailing sectors, as well as those considering similar jobs.