| |
|
|
|
|
|
|
|
|
1. |
Record Nr. |
UNINA9910345108103321 |
|
|
Titolo |
Towson University journal of international affairs |
|
|
|
|
|
Pubbl/distr/stampa |
|
|
Baltimore, Md. : , : Towson University, , ©1997- |
|
|
|
|
|
|
|
Descrizione fisica |
|
1 online resource (volumes) |
|
|
|
|
|
|
Disciplina |
|
|
|
|
|
|
|
|
Soggetti |
|
International relations |
Relations internationales |
Periodical |
periodicals. |
Periodicals. |
Périodiques. |
|
|
|
|
|
|
|
|
Lingua di pubblicazione |
|
|
|
|
|
|
Formato |
Materiale a stampa |
|
|
|
|
|
Livello bibliografico |
Periodico |
|
|
|
|
|
Note generali |
|
|
|
|
|
|
|
|
|
|
|
|
|
2. |
Record Nr. |
UNINA9910810762203321 |
|
|
Autore |
O'Sullivan Larry |
|
|
Titolo |
Client service excellence : the 10 commandments / / by Larry O'Sullivan |
|
|
|
|
|
Pubbl/distr/stampa |
|
|
Randburg, Republic of South Africa : , : Knowres Publishing, , 2010 |
|
|
|
|
|
|
|
ISBN |
|
1-86922-222-9 |
1-299-05590-7 |
|
|
|
|
|
|
|
|
Descrizione fisica |
|
1 online resource (351 p.) |
|
|
|
|
|
|
Soggetti |
|
Customer relations - Management |
Customer services |
|
|
|
|
|
|
|
|
Lingua di pubblicazione |
|
|
|
|
|
|
Formato |
Materiale a stampa |
|
|
|
|
|
Livello bibliografico |
Monografia |
|
|
|
|
|
Note generali |
|
Description based upon print version of record. |
|
|
|
|
|
|
Nota di bibliografia |
|
Includes bibliographical references and index. |
|
|
|
|
|
|
Nota di contenuto |
|
Cover; Copyright; TABLE OF CONTENTS; ABOUT THE AUTHOR; FOREWORD; PREFACE; INTRODUCTION; CHAPTER 1 YOU DON'T HAVE TO BE A GURU - JUST LIVE LIKE ONE; YOUR INHERENT QUALITIES; IS THE CLIENT NUMBER ONE?; YOU (PTY) LTD; BRIDGING THE GAP BETWEEN THE CLIENT AND THE BUSINESS; FIRST PLAY TO YOUR STRENGTHS ... THEN IMPROVE ON YOUR LIMITATIONS; CHAPTER 2 WHAT WORKS FOR YOU?; NO TWO PEOPLE WORK EXACTLY THE SAME; ACQUIRING THE "TOOLS" FOR THE JOB; START YOUR OWN TOOLBOX; GET INTO THE HABIT OF USING YOUR "TOOLS"; EXPERIENCES WILL BECOME YOUR EDUCATION; NO ONE CAN PRESCRIBE TO YOU ... IT'S YOUR CHOICE |
CHAPTER 3 FIRST IMPRESSIONS - LAST IMPRESSIONSFIRST IMPRESSIONS SET THE TONE OF THE RELATION-SHIP; A POSITIVE SELF-IMAGE AND SELF-ESTEEM; RE-EXAMINE THE WAY YOU WORK; YOU CAN LOSE A DEAL WITHOUT EVEN KNOWING IT; THAT LAST IMPRESSION WILL ALWAYS BE REMEM-BERED ...; CHAPTER 4 WHAT IS CLIENT SERVICE EXCELLENCE?; DEFINITION OF CLIENT SERVICE EXCELLENCE; THE BASICS OF CLIENT SERVICE EXCELLENCE; WHAT IS THE IMPACT OF CLIENT SERVICE EXCEL-LENCE IN YOUR LIFE?; THE 6Cs MODEL - THE ESSENTIALS OF CLIENT SERVICE EXCELLENCE; THERE ARE TWO PARTIES THAT MAKE UP THE BASIS FOR EXCELLENT SERVICE |
PUT YOURSELF IN THE CLIENT'S SHOESREFERRAL OF BUSINESS; THE SPRINT OR MARATHON SERVICE MODEL; KNOWLEDGE IS POWER; CHAPTER 5 LOYALTY AND RETENTION OF CLIENTS; FACTORS THAT |
|
|
|
|
|
|
|
|
|
|
LEAD TO CLIENT LOYALTY AND RETENTION; THE COST OF RETAINING CLIENTS; CHAPTER 6 BARRIERS TO CLIENT SERVICE EXCELLENCE; FOR EVERY ROADBLOCK THERE IS A DETOUR; ELIMINATION OF BARRIERS; EMPOWER THE PEOPLE; BARRIERS IN OTHER FORMS; CHAPTER 7 A SUPPORT BASE; YOUR PERSONAL SUPPORT STAFF; MANAGEMENT; REFERENCE TO OTHER QUALIFIED STAFF AND SEG-MENTS OF THE BUSINESS; SYSTEMS OF SUPPORT |
CHAPTER 8 THE THREE PRINCIPLES TO CLIENT SERVICE EXCELLENCEPRINCIPLE NUMBER 1: SEE THE BIG PICTURE; PRINCIPLE NUMBER 2: RESPECT THE PERSONALITY/ PSYCHOLOGY OF YOUR CLIENT; PRINCIPLE NUMBER 3: DISCOVER AND USE YOUR STRENGTHS AND SUPPORT SYSTEM; CHAPTER 9 THE 10 COMMANDMENTS TO CLIENT SERVICE EXCELLENCE; THE 10 COMMANDMENTS AT WORK; HOW THE 10 COMMANDMENTS ARE INTERTWINED WITH ALL OTHER SERVICE CONCEPTS; CHAPTER 10 COMMANDMENT NUMBER ONE: POSITIVE AND HELPFUL ATTITUDE; HOW TO STAY MOTIVATED AND DISPLAY A POSITIVE ATTITUDE; POSITIVE AND HELPFUL ATTITUDE; TAKING RESPONSIBILITY |
COMMUNICATION - STAY IN THE LOOPA POSITIVE AND HELPFUL ATTITUDE - GENERAL ISSUES; TEAMWORK; ARE YOU IN THE RIGHT MOOD TO SERVE OR SELL?; CHAPTER 11 COMMANDMENT NUMBER TWO: VALUES; PERSONAL AND BUSINESS ETHICS; YOU WEAR YOUR COMPANY'S CULTURE ON YOUR SLEEVE; ADDING A PERSONAL TOUCH; YOUR WORD SHOULD BE YOUR BOND; WHAT ARE THE IMPORTANT PRINCIPLES YOU LIVE BY?; CHAPTER 12 COMMANDMENT NUMBER THREE: PASSION FOR SERVICE; LIVE THE BRAND; SOLUTIONS, NOT EXCUSES; DEALING WITH MISTAKES; MAKE THE CALL NOW; FLEXIBILITY; DON'T ACCEPT MEDIOCRITY; CHAPTER 13 COMMANDMENT NUMBER FOUR: GO THE EXTRA MILE |
HOW FAR IS THE EXTRA MILE? |
|
|
|
|
|
| |