Are Your Customers Being Served?

by Pauline Rowson

Many organisations chase the Holy Grail of obtaining new customers, spending time, money and energy on winning them only to provide them with a service or product that quite frankly is inferior. What a waste! If we do not look after our customers then someone else will. In addition, those dissatisfied customers will tell others about their experience, and once an organisation gains a negative reputation it is extremely difficult to change it. Having a good reputation for excellent service and products is one very successful way of building a competitive advantage. This book looks at: how you can win more business by retaining customers and gaining recommendations from them; how to satisfy your customers' needs; how to develop an effective customer service policy; how to use positive behaviour and attitude to win more business; how to build a better rapport with your customers; and how to handle anger, complaints and difficult customers and turn them into satisfied customers.

Paperback

First published January 1, 2006

About the author

Pauline Rowson is the author of thirty- one crime novels - nineteen featuring DI Andy Horton in the Solent Murder Mystery series; five in Art Marvik mystery thrillers series, six in the 1950s set historical mysteries with Scotland Yard's Inspector Ryga, who is sent out to solve baffling coastal crimes and two standalone thrillers. All her crime novels are set against the backdrop of the ever changing sea.