SUCCESSFUL CUSTOMER SERVICE ROWSON PAULINE

-A CRITICAL REVIEW-

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INTRODUCTION

ABOUT THE AUTHOR

One of Britain's most exciting crime writers

Adventure, mystery and heroes have always

fascinated and thrilled Pauline Rowson. That

and her love of the sea led her to create an
exciting new series of crime novels set against
the atmospheric backdrop of the Solent on the
South Coast of England.

Pauline Rawson's crime novels have an International readership and have

been translated into several languages including Chinese. They have
received critical acclaim in the UK and the USA where they have been given
starred reviews.

 As well as being a crime author, Pauline is an entertaining and inspirational public speaker and

gives many talks about her crime novels and her writing career.

Before becoming a full time writer Pauline Rowson was a renowned marketing and training

guru, with a collection of how to business books and a successful marketing , media and
training career behind her.

Born and raised in Portsmouth, Pauline Rowson draws her inspiration for her crime novels from

the area in which she lives, which is diverse and never without incident.

Pauline is the founder of CSI Portsmouth an annual event part of Portsmouth Bookfest and a

member of the Crime Writers' Association and the Society of Authors.

The book
Contents:
Part 1: Creating a culture of excellent customer service .
CH1-Why good customer service is essential .
CH2-Knowing your customers .
CH3-Your customer service philosophy .
CH4- Setting standards .
CH5-Improving communication .
CH6-Motivating your staff .
CH7- Training and development .
CH8- Measure, monitor and reward .
CH9- Customer surveys .

0 Part 2:Techniques for successful customer service .

CH10-Voice and telephone handling techniques .

CH11-Appearance and body language .
CH12-Listening .
CH13-Questioning and interpreting needs .
CH14-Assertiveness .
CH15-Getting on the customer's wavelength .
CH16-Dealing with the angry or difficult person .
CH17-Steps to exceptional service .
CH18-Quickstart guide: summary of key points .

PART 1
0 How often have you heard remarks like this?

Youre the fifth person to complain about that today! Everyone

moans about that?
We cant possibly do that?
If its not on the shelf we havent got it.
Ill put you on hold...
0 Sound familiar? I expect youve got many more examples of

poor customer service. And this doesnt only apply to shops but
to all types of businesses: from solicitors to IT companies, from
the public sector to the medical profession, plumbers, builders,
banks, butchers and candlestick makers. If youre in business
you have customers, whether they are called patients, clients,
passengers they are all CUSTOMERS. They hand over their
money to you in exchange for a product or a service.

0 This is one of the better books to inspire creative

thinking in the customer service process, all without

some of the fluffier material that many customer service
evangelists harp on about.

PART 2

SUMMARY