Download The Manager's Guide to Managing Customer Expectations AudioBook Free
Customer service managers may not be on leading lines, but they can create systems and techniques that help ensure that the organization's service pledges match what it actually gives. Customer support expert Jeff Toister helps managers identify what a typical customer expects, where those targets result from, and where your company might be prone. He points out how to execute a marketing and communication audit to find out whether your company's messaging suits what it is delivering. Then learn how to utilize data (such as studies and product dividends) to recognize areas where service is routinely falling short. Previous, he helps you uncover opportunities to bolster appropriate targets with customers, including response time targets for various service programs (telephone, email, and communal media).
