07 November 2013
A new edition of The Customer Service Pocketbook has just come out, bringing the pocket-sized guide up to date with today's business culture and customer service technologies.
I first updated the book in 2002 from the 1991 edition written by the late Tony Newby. It was interesting how much business culture had changed in that time, not so much in terms of technologies (which are continuously changing), but in terms of social norms. In particular, people at all levels have far more autonomy and responsibility at work now than they used to, as organisations have become flatter, and employees have been trusted more and more to use their common sense to offer great customer service.
The book has sold consistently well and is often used by large corporates for their internal training programmes. The new edition builds on the previous edition, and reflects further cultural and technological changes. The widespread use of social media, for example, means that customer service often takes place in public and organisations need to be able to use technologies like Twitter and Facebook to listen to and respond to customers. For this new edition, I also felt there was potential to provide more detailed guidance on how great customer service can be delivered in person and on the phone too. The earlier editions included some questionnaires and quizzes and in response to reader feedback, these have been scaled back significantly.
If you'd like to take a look inside, I've uploaded a free sample chapter PDF of The Customer Service Pocketbook, including the table of contents and a complete chapter.
If you're interested in writing a review of the book for your blog or Amazon, please contact me. I have a limited number of copies available for this purpose.
The new edition is out now. You can find links to order it here (including a form you can use to order any of my books in an offline book shop).