Inside the Story of Customer Service: An Elaborate Expose of How to Improve Your Customer Service Standards

ISBN-13: 9781452083063 / Angielski / Miękka / 2010 / 196 str.

Moses Okuraja

Opis

Inside the story of Customer Service is a customer services guide born out of a wealth of personal interactive experiences with a largely diverse and multicultural clientele, research and training in the service industry all spanning over five years by the author as a customer service representative. As a masterpiece of literary work, this book brings to light 12 carefully chosen and well-elaborated themes designed to demonstrate, highlight and expose the various challenges faced by today's highly dynamic service delivery sector. The ordinary day-to-day life experiences as illustrated by well-researched real-life stories in almost every chapter have each been packaged and extensively written with the flip side of each story. The aim is to give the reader a balanced insight into why and how the service sector has metamorphosed and still continues to meet so many challenges. The form and content of the book is such that it should enable employees, managers and prospective customers distinguish between good and bad service delivery practices. Each of the 12 themes presented in the book demonstrates its ability to equip employees with soft skills and knowledge which can be used during day-to-day work related activities within the work environment in a much more cautious, professional and customer-friendly manner. To the managers/employers, this book is an eye-opener which brings to light certain service delivery practices that people often tend to overlook as insignificant. Most important all, this book can be a good reference for training officers/specialists in all customer service oriented industries. The flip side of the stories has also been presented as a wake-up call to not only the employers or employees but customers too for they often unknowingly fall victim to poor service delivery. The book also brings to the awareness of the customers their rights and responsibilities as consumers of services.