by Clay Carr · Wiley · tapa dura · ISBN 9780471516163
VAT included
Hamelyn quality guarantee · checked and verified, or your money back
«Front-Line Customer Service: 15 Keys to Customer Satisfaction» is Clay Carr's manual on customer service, published by Wiley in hardcover.
It sets out eleven tactical principles for small and medium-sized businesses to turn dissatisfied buyers into loyal customers. It argues that what is sold is value, not products or services; it analyzes customer psychology and guides frontline staff in resolving complaints and adjusting expectations, with examples and case studies.
Originally published in 1990 by Wiley; 288 pages, text in English. The work includes bibliography and index.
Aimed at managers and owners of small and medium-sized businesses who want to improve customer service and loyalty.
