Marshall Pacific Consulting

Next Generation Business Knowledge

Business Consulting

Business opportunities assessment, optimization, staffing, cost saving. 

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SPECIALITY FOCUS:
Customer Service Consulting

Customer Service management policy and practices analysis, program design, implemenatation, training, and coaching.  Keynote speaking.

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"Authentic and Excellent Customer Service"      

This book is structured in the format of a number of independent and inter-dependent chapters, each of
which is packed with information, advice, and insights about the incredibly important nature of Authentic
and Excellent Customer Service and how to understand and achieve it.

The "common sense" approach gives business people of all standing valuable information about personal
relations, business savvy, business and life attitudes, and how that all connects to make your business
more profitable, and more successful in every way possible for your particular situation.

The Chapters or the whole book are available at this time only as a .pdf download.    

"Authentic and Excellent Customer Service."  by Dan Marshall © 2008

• Introduction and Overview
  
• Chapter 1 - A Philosophy for Life and Business
• Chapter 2 - What is Common Sense Customer Service?
  
• Chapter 3 - Elements of good Common Sense Customer Service
  
• Chapter 4 - The Future of Customer Service and Customer Relations in Business
• Chapter 5 - Customer Service: Could it be a Revolution?
  
• Chapter 6 - Business is not meant to be Adversarial
  
• Chapter 7 - What exactly is a Customer?
  
• Chapter 8 - A Gross Misconception about Customers
  
• Chapter 9 - Customer and Client
  
• Chapter 10 - What’s in it for an employee?
• Chapter 11 - What is Teamwork? Does anyone really know?
  
• Chapter 12 - Invisible Losses
• Chapter 13 - Customer Service and Business Intelligence
• Chapter 14 - The Customer Service Defensible Advantage
• Chapter 15 - How does a business establish Excellent Customer Service? Pt 1.
• Chapter 16 - How does a business establish Excellent Customer Service? Pt. 2
• Chapter 17 - Planning your Excellent Customer Service - People Skills
• Chapter 18 - Planning your Excellent Customer Service - People Skills Part II
• Chapter 19 - Planning your Excellent Customer Service - People Skills Part III
• Chapter 20 - Planning your Excellent Customer Service - People Skills Part IV
• Chapter 21 - Planning your Excellent Customer Service - People Skills Part V
• Chapter 22 - Planning your Excellent Customer Service - People Skills Part VI
• Chapter 23 - Building your success on Excellent Customer Service
• Conclusion
  

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