How to Improve Your Customer Service: An Action Plan for Managers

by Steve Macaulay, Sarah Cook

As the marketplace becomes more competitive, the expectations of customers also increase. At the same time, because of economic pressures, managers need to maximize the use of their resources. In particular, they need to ensure that each one of their staff is an ambassador and a champion for their organization. The challenge for managers in the 1990s and beyond is to differentiate the quality of the customer survice which their organization provides, and to do this through the efficient and wise use of resources. This is a ... Read More

As the marketplace becomes more competitive, the expectations of customers also increase. At the same time, because of economic pressures, managers need to maximize the use of their resources. In particular, they need to ensure that each one of their staff is an ambassador and a champion for their organization. The challenge for managers in the 1990s and beyond is to differentiate the quality of the customer survice which their organization provides, and to do this through the efficient and wise use of resources. This is a difficult task to accomplish. "How to Improve Customer Service" provides practical guidance on how to ensure the smooth delivery of customer service through the effective management of resources. It is written in a concise manner to help managers understand and put into practice a number of essential skill areas such as: how to recruit, train, coach and motivate staff who deal with customers, performance management, teamworking in a customer service environment, handling the internal customer, communications skills and getting your message across, how to deal assertively with customers, solve problems and cope with criticism and complaints, self-awareness, managing stress and effective time management. Read Less