Virtual Learning Resource Centre

The Customer Service Pocketbook

Pocketbook cover

by Tony Newby and Sean McManus

The Customer Service Pocketbook is for people working in companies, utilities and public sector organisations, whether they face the paying customer directly or whether they help colleagues ("internal customers") who ultimately serve the end-customer.

The book includes notes for trainers, including a plan for a one-day workshop based on the book, and has a section on personal action planning to help readers put the ideas into action. Throughout the book there are quizzes, exercises and checklists to help readers link the book's ideas to their own experience and their own personal and business needs.

The Customer Service Pocketbook – pdf format (0.7MB)