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Books Home > Sales and Marketing > Customer Care

12 Steps to Success through Service 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


Price:   £12.99

Clients Are People Too 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 today’s increasingly fickle markets.



Price:   £12.99

The Customer Service Toolkit 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.


Price:   £5.99

Damn Clients in 90 Minutes 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.


Price:   £9.99

Extraordinary Customer Care 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 don’t... 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.


Price:   £12.99

Fired Up and Ready to Go! 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.



Price:   £14.99

Great or Poor 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.


Price:   £14.99

Making Customers Count 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


Price:   £12.99

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