June 2013
Intermediate to advanced
120 pages
2h 7m
English
book
Managing Customer Service, 5th Edition
by Institute of Leadership & Institute of Leadership & Management
Content preview from Managing Customer Service, 5th Edition
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Reflect and review
1 Reflect and review
Now that you have completed this workbook, you should have a much clearer and more up-to-date understanding of what caring for the customer is all about, and why it is important. Focusing on a customer is not just a temporary fashion, like some ideas about management that people make a big fuss about and forget after a year or two. The more perceptive leaders of commerce and industry, like César Ritz, who said ‘The customer is never wrong’, have long understood that success for service industries (such as Ritz’s hotels) was utterly dependent on being able to please the customer.
It’s taken ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.