Book Club
Loved your last book... But what are you going to read next?
Our book club regularly review a range of books to help you find your next great read! From motivational self help texts to guides to all aspects of ITSM.
Is there a great book you have read recently; think your industry colleagues should read it too? Contact us at info@supportworld.co.uk to share that fantastic read with other SupportWorld subscribers.
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This month's featured book: 'Quality Service, Competitive Business: Setting the Standard in Customer Service'. By Howard Kendall
Reviewed by Tessa Troubridge, Managing Director, SDI |
Looking for practical advice based on common situations? This book details experience drawn not just from Howard's vast experience, but also from that of leading gurus like Jan Carlzon, Ken Blanchard and Michael O'Leary.
I've had the opportunity to read an advance copy of Howard's first book which combines his in-depth research of customer service in every market sector. He delivers an authoritative book that recognises both the increasing role of technology (and don't we know it!) in businesses today and the potential benefits and dangers this brings to customer service. Alongside this, he gives plenty of guidance on how to ‘tune up' your organisation so it is equipped to deal with the demanding customers of today. It's refreshing that Howard challenges our perception that great service is always needed to keep customers loyal - not always it seems!
Whether you're a small, medium, or large business, or private or public sector the book will provide useful material for setting up a great culture of service and freshening up your training and awareness programme.
Order your copy online:
SupportWorld is offering readers the opportunity to pre-order signed copies of this book for just £21 + £4.95 P&P (RRP £30). To order now simply fill in the online order form below:
