101 Ways to Boost Customer Satisfaction

The importance of the customer has, at last, been recognised and now forms the focus for much modern management thinking and business practice. This book is a practical guide to building and maintaining high levels of customer satisfaction. It also deals with avoiding and recovering from mistakes. Focusing on internal as well as external business practices, it helps organisations improve their image, cultivate their customers and enhance employee performance. Each of the 101 tips ends with a mini‐scorecard to rate levels of success, and there is a summary sheet at the end of the book to assess overall achievement. Some of the tips can be classed as clichés ‐ especially as there has been so much written about customer service and satisfaction recently ‐ but it is good to see so much written so succinctly and gathered together in such a convenient form.