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Serve
Yourself! Customer Service from the Inside Out Richard Baker |
How often does the service offered by an organisation fail to achieve effective customer satisfaction? "Many more times than is realised!", claims Richard Baker - author of the Resource Guide and text "Serve Yourself - Customer Service from the Inside out!".
A major cause of customers not receiving effective, quality service is because employees WITHIN an organisation fail to treat fellow employees as if they too, were customers.
Serve Yourself helps in analysis of existing problems within an organisation, defines the solutions and offers clear guidelines for refocusing organisational attitudes and successfully meeting the needs of internal customers.
"The same approach may be used with External customer analysis", says Richard.
His comprehensive, fully reproducible Resource Guide provides all the workshop conduct notes, handouts, exercises and transparency masters that a training professional would require to build the spirit of customer service throughout an organisation.
Contents:
- Customers aren't always who you think they are.
- How to know and serve your internal / external customers
- Models for internal customer service
- Service and Quality: The vital and often missing link
- Building a customer focus
- Gearing up the organisation
- Getting employees involved
- Implementing internal customer service
- Internal service people
- Sample interview questions
- Sources and resources
250 pages / 3 ring Binder ~ Includes 1 copy 250 pp Paperback text.
