Are Your Customers Being served? Pauline Rowson

Published by Rowmark

Buy it now from Blackwell Books

Exceptional customer service

Pauline Rowson is a prolific author of crime fiction as well as non-fiction books on a variety of business and self-help topics. This is her latest, part of the ‘Easy Step by Step’ series, and has all the virtues we have come to expect.

It is short and to the point – you can read the whole thing in under a couple of hours. Each chapter is summarised for reference and stuffed with tips and techniques. Finally, the guides are written by people with real-life experience who do not constantly lapse into jargon.

Beginning with why we need to provide decent service and a brief consideration of customer profiles, Ms Rowson sets out a methodology for building a customer-friendly organisation (an increasingly rare beast!) mainly through good communication in various forms. Dealing with people and listening skills, assertion without aggression and with a whole chapter devoted to the telephone, she has produced an interesting and practical handbook deserving a place in any business bookcase.

While we all chase new business it is only too easy to overlook the fact that our existing customers are what sustain us – and they can enhance our profits if we look after them! They will spend more, tell others about excellent service and sometimes even sell for us.
This book will help you develop the right kind of customers; a welcome addition to the literature on customer relations.