Full of practical tips to improve customer service and maintain a level of excellence, this book will ensure that regular customers return and new customers will be attracted to the business. Suggestions include understanding customers, using a personalized approach, managing customers over the Internet and telephone, overseeing internal customer service, and stepping in when things go wrong. Tips on giving customers a contact number for outside normal business hours and ideas for speeding up customer service transactions can be located and read quickly and are accompanied by illustrative anecdotes. Also included are checklists to gauge customer service satisfaction, handle customer complaints effectively, and analyze the competition efficiently.