How to Deliver Excellent Customer Service is a pre-designed "HOW TO" workbook approach for small and home-based businesses who wish to develop, implement, analyse and follow-up customer service projects. Step-by-step "HOW TO:" ideas and sample formats are included to save you time and eliminate the guesswork when you have an idea for a project but don't know where to start. The suggestions can be used for most business sizes and types and can implemented over time as the business establishes itself. Section One - Inventory Taking - Introduces you to customer service from the client's perspective, enabling you to assess your personal and business's strengths and weaknesses as well as your competition's. Section Two - Getting Customer Input - Outlines in detail, step-by-step "HOW TO:" Quality Assurance projects. Example surveys, tracking formats, follow-up suggestions, information gathering guidelines and correspondence outlines are included. Section Three - Customer Complaints - Create An Opportunity! - step-by- step complaint handling and how to keep logs for effective complaint measurement.