| |
|
|
|
|
|
|
|
|
1. |
Record Nr. |
UNINA9910455663603321 |
|
|
Autore |
Zemke Ron |
|
|
Titolo |
Delivering knock your socks off service [[electronic resource] /] / Ron Zemke |
|
|
|
|
|
|
|
Pubbl/distr/stampa |
|
|
New York, : AMACOM |
|
London, : McGraw-Hill, 2003 |
|
|
|
|
|
|
|
|
|
ISBN |
|
1-281-77035-3 |
9786611770358 |
0-8144-2689-1 |
|
|
|
|
|
|
|
|
Edizione |
[3rd ed.] |
|
|
|
|
|
Descrizione fisica |
|
1 online resource (192 p.) |
|
|
|
|
|
|
Collana |
|
Performance research associates |
|
|
|
|
|
|
Disciplina |
|
|
|
|
|
|
Soggetti |
|
Customer services |
Marketing |
Electronic books. |
|
|
|
|
|
|
|
|
Lingua di pubblicazione |
|
|
|
|
|
|
Formato |
Materiale a stampa |
|
|
|
|
|
Livello bibliografico |
Monografia |
|
|
|
|
|
Note generali |
|
Rev. ed. of: Delivering knock your socks off service / Kristin Anderson, Ron Zemke, 1998. |
|
|
|
|
|
|
|
|
Nota di contenuto |
|
Contents; Preface; Our Thanks; 1 The Only Unbreakable Rule: To the Customer You Are the Company; 2 Know What Knock Your Socks Off Service Is; 3 Knock Your Socks Off Service Is: Reliable; 4 Knock Your Socks Off Service Is: Responsive; 5 Knock Your Socks Off Service Is: Reassuring; 6 Knock Your Socks Off Service Is: Empathetic; 7 Knock Your Socks Off Service Is: Tangibles; 8 Customers Are Everywhere-Inside and Out; 9 The Ten Deadly Sins of Customer Service; 10 The Customer is Always . . . The Customer; 11 Honesty Is the Only Policy; 12 All Rules Were Meant to Be Broken Including This One |
13 Creating Trust in an Insecure, Suspicious World14 Do the Right Thing Regardless; 15 Listening Is a Skill Use It; 16 Ask Intelligent Questions; 17 Winning Words and Soothing Phrases; 18 Facts for Face to Face; 19 Tips for Telephone Talk; 20 Putting Pen to Paper; 21 Putting Your Best E Mail Foot Forward; 22 Exceptional Service Is in the Details; 23 Good Selling Is Good Service-Good Service Is Good Selling; 24 Never Underestimate the Value of a Sincere Thank You; 25 Be a Fantastic Fixer; 26 Use the Well Placed I'm Sorry; 27 The Axioms of Service |
|
|
|
|
|
|
|
|
|
|
|
|
|
Recovery |
28 Service Recovery on the Internet29 Fix the Person; 30 Fair Fix the Problem; 31 Customers From Hell Are Customers Too; 32 The Customers From Hell Hall of Shame; 33 Master the Art of Calm; 34 Keep It Professional; 35 The Competence Principle: Always Be Learning; 36 Party Hearty; Resources; About Performance Research Associates; About the Authors; Index |
|
|
|
|
|
|
Sommario/riassunto |
|
The game may have changed, but one rule is constant: A company is only as good as the service it gives. |
|
|
|
|
|
|
|
|
2. |
Record Nr. |
UNINA9910544005803321 |
|
|
Autore |
Noirret Michel |
|
|
Titolo |
La Belgique n'existe pas, je le sais, j'y habite / / Michel Noirret |
|
|
|
|
|
Pubbl/distr/stampa |
|
|
Bruxelles, [Belgium] ; ; Fernelmont : , : E.M.E., , 2015 |
|
©2010 |
|
|
|
|
|
|
|
|
|
ISBN |
|
|
|
|
|
|
Descrizione fisica |
|
1 online resource (162 p.) |
|
|
|
|
|
|
Collana |
|
Collection "EME Sociâetâe" La Belgique n'existe pas, je le sais, j'y habite |
|
|
|
|
|
|
Disciplina |
|
|
|
|
|
|
Soggetti |
|
Electronic books. |
Belgium History |
Belgium Civilization |
|
|
|
|
|
|
|
|
Lingua di pubblicazione |
|
|
|
|
|
|
Formato |
Materiale a stampa |
|
|
|
|
|
Livello bibliografico |
Monografia |
|
|
|
|
|
Note generali |
|
Description based upon print version of record. |
|
|
|
|
|
|
Nota di contenuto |
|
Dans la collection " EME Société " :; Avant-propos; Pour essayer de comprendre; La géographie; L'histoire; Histoire, suite; La religion; La culture; Dernière minute culturelle; Les institutions; L'économie; La question linguistique; Les Mœurs; La Police; Les Armées; Épilogue. |
|
|
|
|
|
|
|
|
Sommario/riassunto |
|
Michel Noirret est un artiste belge bien connu. Musicien, compositeur, écrivain, cinéaste et bien d'autres choses, il jette sur le monde ce regard ironique et tendre qui caractérise toute son oeuvre. Mais, notre homme, volontiers anarchiste, n'est pas Belge ... Ce Français qui vit en terre de Belgitude depuis plusieurs lustres en est arrivé à une conclusion insolite : La Belgique n'existe pas, je le sais, j'y habite. C'est |
|
|
|
|
|
|
|
|
|
|
une histoire de Belgique illustrée fort impertinente qu'il nous propose ici! A PROPOS DE L'AUTEUR Michel Noirret est né en Ardèche (France), le 10 août 1943. Il habite B. |
|
|
|
|
|
| |