Managing Customer Service (Arabic Edition)

Book: Managing Customer Service
By: Jenny Hayes and Frances Dredge

Excellent customer service is essential to any company's success, yet heads and supervisors of customer service departments may overlook this. That makes this book especially important for them, and for everyone working in the field.

The book discusses the practical reasons for building good relationships with customers and covers the management framework of customer service. It also explains the role of the head of customer service, along with methods for improving that service.

It covers all the real, important issues a head of customer service faces every day, including:

Means of communication: from telephone skills to the internet

Dealing with customer dissatisfaction

Turning opportunities into new sales

About the authors:

Jenny Hayes and Frances Dredge co-founded Fulcrum Publishing, which specializes in producing newsletters and audio programs for companies. Both are professional writers of books on business and commerce.

• Original Arabic title: إدارة خدمة العملاء
• Language: Arabic
• Authors: Jenny Hayes, Frances Dredge
• Subject: Customer service management