1.

Record Nr.

UNINA9910679726403321

Autore

Evenson Renee <1951->

Titolo

Award-winning customer service [[electronic resource] ] : 101 ways to guarantee great performance / / Renée Evenson

Pubbl/distr/stampa

New York, : AMACOM, c2007

ISBN

1-281-12883-X

9786611128838

0-8144-0060-4

Edizione

[1st edition]

Descrizione fisica

xvii, 232 p

Disciplina

658.8/12

Soggetti

Customer services

Customer relations

Employees - Training of

Lingua di pubblicazione

Inglese

Formato

Materiale a stampa

Livello bibliografico

Monografia

Note generali

Includes index.

Title from title screen.

Nota di bibliografia

Includes bibliographical references and index.

Nota di contenuto

Customers: delight your audience -- Performance: your role of a lifetime -- Planning: a good script begins with thoughtful consideration -- Communication: choose the right lines in the cript -- Leadership: great performances need great direction -- Preparation: things are going to change -- Training: learn your lines -- Teamwork: the actors make the cast -- Motivation: monitoring the process -- Feedback: rave reviews and poor reviews -- Meetings: on the spot rehearsals -- Conflict: every production has turmoil -- Commitment: take it from the top -- Quick tips: cue cards.

Sommario/riassunto

Delivering top-of-the-line customer service is Job #1 for most companies, an important factor in keeping profits high and customers coming back. Customer service problems can damage not just a company’s reputation but its bottom line, so for busy managers -- and business owners with little time to search for solutions -- some fast help is needed. Award-Winning Customer Service offers scores of quick tips for readers looking to improve and then maintain their company’s level of customer service. The book is chock full of practical advice on important topics such as: * planning and goal setting * effective



communication * leadership * preparing for change * continual learning * coaching and development * effective feedback * motivational and problem-solving meetings * conflict resolution * follow-up and staying on top of the game * and more. Containing 101 effective tips in all, unique "When this happens, try this" sections, and encouraging quotes, this is an essential reference for anyone who needs guidance or just a refresher on making customers feel truly valued.