Product Description
Customer Service Management – A Holistic Approach
Author: E Engelbrecht
Format: Physical Hardcopy
Customer Service Management provides:
Topics covered include:
Eugene Engelbrecht has trained at schools, tertiary institutions and at corporate level for 11 years, and has vast corporate work experience, including all aspects of customer service. He has first-hand knowledge of best and worst customer service practices in South Africa, the United States, China and several other countries. He holds, among others, a BA (Hons) in Zulu from the University of the Witwatersrand, a Diploma in Journalism and a Diploma in Business Administration and Management.
Features:
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A holistic approach to customer service and customer service management
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A framework for understanding the core issues in customer service delivery
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Insight for small business owners into how to gain a competitive edge
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A wide variety of activities, providing the optimal usage of notional hours within the SAQA framework
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Motivation for giving great customer service
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A carefully designed roadmap for learning, including the application of an industry-related project
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A chance to have some fun while learning through the use of activities
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Moments of truth
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Dealing with "difficult" customers
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Basic communication
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Working with frontline personnel
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Customer service action plans
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Internal and external customer service
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Identifying customer needs
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The role of customer service
Contents:
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CHAPTER 1 Who cares about customer service?
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CHAPTER 2 Close encounters of the customer kind
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CHAPTER 3 Say what?
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CHAPTER 4 Customer care, and I mean care
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CHAPTER 5 Absolutely FABulous
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CHAPTER 6 The weakest link
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APPENDIX A Example of a Customer Service Plan
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APPENDIX B Example of a Communication Strategy
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