| || 12 Steps to Success through Service |
A Lifeskills Management Guide
Authors: Barrie Hopson and Mike Scally
Paperback A5 192pp £12.99 1-85252-340-9 2000
The original service improvement tool, this practical workbook outlines a 12-step process for achieving and maintaining service success that has been extensively tested and proven by consultants at Lifeskills. The book contains numerous examples of service excellence both in the UK and overseas to underscore its main points.
'Sets out clearly the step-by-step approach needed to attain the ultimate goal of providing quality service to the customers in many sectors.'Sales and Marketing Director
'Full of practical examples which really bring the theory down to earth' IFS Quality Newsletter
| || Clients Are People Too |
The Professional Adviser's Guide to Keeping Clients for Life
Author: James Alexander
Paperback - A5 - 166pp - £12.99 - 1-85252-354-9 - 2001
A practical guide to client care for professionals of all descriptions from accountants to website designers. The author explains the basic principles of client care and shows readers how to set up a programme to ensure a happy and loyal client base so essential to the growth and survival of any professional firm in todays increasingly fickle markets.
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| || The Customer Service Toolkit |
Author: Stuart Emmett
Paperback B6 18pp £5.99 ISBN 9781852526566 2010
A concise guide to customer service. Designed for quick and ready use by the busy professional.
| || Damn Clients in 90 Minutes |
Author: Ian Welsh
Paperback 210mm x 148mm 125pp £9.99 ISBN 9781852525354 2007
Clients are the lifeblood of any business. They may be difficult, even exasperating at times but without them your business would undoubtedly fail. This book provides a concise and to-the-point guide to improved client or customer care. Easy to read, yet both practical and informative, distilling the lessons of over 20 years in and around the retail trade.
| || Extraordinary Customer Care |
Author: Glen McCoy
Paperback A5 192pp £12.99 1-85252-344-1 2000
A new guide to customer care from a top consultant in the field. Most companies think they know about customer care, but dont... This important new guide shows how to revolutionise the approach to customer care throughout the organisation, from very top to very bottom. Glen McCoy provides a step-by-step guide for managers wanting to make a difference. Specifically he shows how to: focus on selling the relationship, not the product coach managers to change the corporate mindset break the traditional paradigms ensure total corporate immersion establish the engine that will provide the driving force for customer care throughout the organisation make sure the first impression customers receive is the right one find the things that really matter to customers.
| || Fired Up and Ready to Go! |
Author: Steven Harris
Paperback A5 178pp £14.99 ISBN 9781852527600 2015
Top presenter and trainer Steven Harris provides a highly charged practical guide to customer service, based on the award-winning principles used by his consultancy Energize Learning.
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| || Great or Poor |
A Simple System to Deliver Excellent Customer Experiences
Author: Guy Arnold
Paperback A5 185pp £14.99 9781852526931 2012
Great or Poor is a simple and effective system to help you consistently deliver excellent customer experiences, throughout your organisation each day, every day no matter what your position. Author and consultant Guy Arnold explains how the system can work in any customer-oriented organisation.
| || Making Customers Count |
A Guide to Excellence in Customer Care
Authors: David Clutterbuck & Susan Kernaghan
Paperback 229 x 145mm 160pp £12.99 1-85252-109-0 2001
Provides a carefully selected and analysed series of case studies designed to demonstrate the principles, pitfalls and benefits of customer care.
'Offers tremendous insight into the subject, and will positively reward those who take its message to heart' Sales and Marketing Management