Packed with tips, tools and techniques, Pocketbooks provide the knowledge, skills and behaviours which are essential to improving performance, both individually and organisationally.
They are written using accelerated learning principles to maximise memory retention and recall. It’s fun to learn with Pocketbooks and new skills are quickly transferred back to the workplace.
- Speed of learning and transfer of knowledge lie at the heart of our pocketbooks
- They need to get to the essential facts, quickly, and they need to be able to apply their learning immediately.
- Written by skilled communicators, management and L&D professionals who know how to make their messages simple, accessible and of real practical value.
- You’ve no doubt gone through a lengthy piece of text with a highlighter pen, picking out key words and phrases. It’s these highlights that make up a pocketbook – bite-size chunks of information, supported by plenty of visual aids and other triggers to accelerate understanding and maximise memory retention and recall.
The Customer Service Pocketbook is for everyone who contributes, directly or indirectly, to giving the customer excellent service.
This third edition has been fully revised to reflect the challenges of responding to customer needs via a variety of different channels, including social media. The book covers why good service matters, listening skills, how to turn complaints into opportunities, effective communication methods and much more.
Setting standards, measuring customer service and mystery shopper programmes are all dealt with.
Recognising and respecting internal customers is also addressed and there are case studies, checklists and an action planning section.
A pocketful of tools, tips and techniques for everyone who contributes, directly or indirectly, to ensuring that the customer comes first.
Current subscribers to the PocketLibrary come from both the public and private sectors. Financial services, transport, healthcare, education, local government, utilities, telecoms, retail, leisure and other sectors are all represented. You'll be familiar with many of the names.
Frequently Asked Questions
Do I need an e-mail address to buy this Pocketbook?
Yes, you will need an e-mail address to buy this Pocketbook. We also need your email address to send your purchase receipt.
If you pay by PayPal, we will use your PayPal email address to create your system account.
How do I purchase a Pocketbook?
You are purchasing a Virtual College endorsed product from a third party supplier, which is then delivered by the third party to your chosen address.
Once you have made your choice and payment has been taken on the Virtual College website, you have provided your contact details etc, we will contact the third party and share your delivery information.
You will be sent an invoice and an email informing you that the third party will be sending the product out to you.
Your purchase will be complete.You will be provided with an email address to contact us by should you experience any issues with your purchase.
Training a large team?
Volume discounts are available on purchases of more than 10 books. Call our Sales Team on 01943 685085 to find out more or make an enquiry.
Other title in the series are also available - call us to find out more.