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  • Customer service management - a holistic approach
  • Engelbrecht E
  • ISBN: 9781869286064
  • eISBN: N/A
  • ePub ISBN: N/A
  • 152 Pages | Published: 2007

Customer Service Management provides:

  • A holistic approach to customer service and customer service management
  • A framework for understanding the core issues in customer service delivery
  • Insight for small business owners into how to gain a competitive edge
  • A wide variety of activities, providing the optimal usage of notional hours within the SAQA framework
  • Motivation for giving great customer service
  • A carefully designed roadmap for learning, including the application of an industryrelated project
  • A chance to have some fun while learning through the use of activities

Topics covered include:

  • Moments of truth
  • Dealing with "difficult" customers
  • Basic communication
  • Working with frontline personnel
  • Customer service action plans
  • Internal and external customer service
  • Identifying customer needs
  • The role of customer service

About the author 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.

CHAPTER 1 Who cares about customer service?
CHAPTER 2 Close encounters of the customer kind
CHAPTER 3 Say what?
 CHAPTER 4 Customer care, and I mean care
 CHAPTER 5 Absolutely FABulous
CHAPTER 6 The weakest link
 APPENDIX A Example of a Customer Service Plan
 APPENDIX B Example of a Communication Strategy

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