Customer service remains a fundamental driver of business success and profitability. This book is designed for anyone who is working to improve standards of service to the customer. Whether you are a business owner, manager, service provider or executive, it will provide tools, techniques and a methodology to systematically raise your competency in customer relations. Each chapter includes examples, exercises, case studies and discussion points to help you directly apply the principles introduced. Make delivering customer service fact and not fantasy in your workplace.
ABOUT THE AUTHOR Derek Nash
Derek Nash tutors Customer Service Excellence at EM-Power and draws on long experience of customer service and support in industry. Both train in customer service in the UK as well as the US.
ABOUT THE AUTHOR Susan Nash
Susan Nash is founder of EM-Power, Inc., a training and consulting firm working with Fortune 500 clients in the US and Europe including 3Com, Oracle, Dayton Hudson, Charles Schweb, Timberland, Cisco, Intel, Network Associates, The North Face, IBM, and Sybase. Previously she was director of training for Williams-Sonoma, Inc., where she conducted selling-skills programs and development leadership training curricula.
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