Customer service affects all of us, every day, in our working and private lives. You do not have to be in direct contact with customers to influence them about the way they feel about your company. Poor workmanship on the factory floor and late deliveries, noticed and remembered by customers, can have disastrous effects on the company's sales and performance long term. It takes a great deal of energy and money to establish a customer base, so it makes sense to look after your existing, loyal customers.

Whether you run a small business, or are an employee, a manager of a large department, or controller of a vast organisation, this book will show you how to turn disgruntled customers into satisfied ones; how to make satisfied customers loyal to your company; how to deal with irate customers; how to handle complaints speedily; how to demonstrate your commitment to customers, and how to increase sales and make sure you get paid on time.

1. Is customer loyalty essential?
2. Customers are your best friends
3. Proactive customer service - retail sector
4. Dealing with customers' grievances
5. Loyal customers will work for you: business-to-business sector
6. Customer information
7. Communicating with customers
8. Getting it right