Effective Customer Care
by Amanda Knight Written specifically for voluntary and community organisations, this book takes a somewhat more gentle approach to David Freemantle's. However it's a good introduction to the practicalities of customer care and focuses on many organisational aspects of customer care such as feedback and monitoring mechanisms. Coincidentally this book is also based on 14 key aspect of customer service referred to as the "laws of customer care". Again lots of examples of good and bad customer care as well as exercises you or your team can do.
|