Of all the people in a business who can make a difference to the customer experience – the Customer Service Team Members are certainly ideally placed.
Yes – sales people bring in the customers then customer service – keeps them!
Caroline Cooper’s new book is a treasure trove of ideas for any customer service team member – and any manager or leader involved in this critical area of the business. In fact – it should be mandatory reading for anyone who touches a customer – regardless of their job title or function.
Caroline’s ideas are clearly explained in a simple and logical sequence – each building on the one before. The questions at the end of each chapter ensure the learning points have been recognised and understood. The clever exercises such as Skill/Will and F.I.R.M. will delight any manager/leader.
This book is a self-learning tool anyone interested in improving service will benefit from as they apply the ideas, methods and systems.
If you have customers and want to delight them, surprise them and keep them – then Caroline Cooper’s ‘Creating Service Superstars’ – is the book you’ve been waiting for – that’s for certain!