Delighting Your Customers: Delivering excellent customer service…without breaking the bank

by Avril Owton MBE

The Business on a Shoestring series helps small business owners grow their business imaginatively, effectively and without spending a fortune. Aimed at entrepreneurs with plenty of vision and commitment but not a lot of cash, each book is packed with ideas that really work, real-life examples, step-by-step advice and sources of further information. Your relationship with your customers is probably one of the most important you'll ever have. No business can survive without them, but reaching customers in the first place is a big challenge for small companies. This revised edition offers invaluable advice Understanding your customers, Asking for feedback... and learning from it, Creating a customer service strategy, Hiring the right people, Setting up and implementing complaint processes, Adding a personal touch. Being creative...But making sure you can deliver and Learning from your competitors.
'...brimming with customer service delights, covering everything from understanding your customers' expectations to handling their complaints.' Management Today

160 pages, Paperback

First published September 30, 2007

Reviews

[Annette McIntyre]

The author's chatty style makes this book a very accessible resource on what customer service is, why it is important and how to improve your skills in this area.