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Record Nr. |
UNISA996339105903316 |
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Autore |
Rowson Pauline |
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Titolo |
Successful Customer Service: Get Brilliant Results Fast |
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Pubbl/distr/stampa |
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[Place of publication not identified], : Vacation Work Publications Imprint, 2009 |
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ISBN |
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1-283-11388-0 |
9786613113887 |
1-85458-621-1 |
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Descrizione fisica |
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1 online resource (217 pages) |
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Disciplina |
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Soggetti |
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Marketing & Sales |
Commerce |
Business & Economics |
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Lingua di pubblicazione |
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Formato |
Materiale a stampa |
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Livello bibliografico |
Monografia |
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Note generali |
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Bibliographic Level Mode of Issuance: Monograph |
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Nota di contenuto |
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Intro -- Contents -- Introduction -- Part 1, Creating a culture of excellent customer service -- Ch1 Why good customer service is essential -- Ch2 Knowing your customers -- Ch3 Your customer service philosophy -- Ch4 Setting standards -- Ch5 Improving communication -- Ch6 Motivating your staff -- Ch7 Training and development -- Ch8 Measure, monitor and reward -- Ch9 Customer surveys -- Part 2, Techniques for successful customer service -- Ch10 Voice and telephone handling techniques -- Ch11 Appearance and body language -- Ch12 Listening -- Ch13 Questioning and interpreting needs -- Ch14 Assertiveness -- Ch15 Getting on the customer's wavelength -- Ch16 Dealing with the angry or difficult person -- Ch17 Steps to excetional service -- Ch18 Quickstart guide: Summary of key points -- Ch19 Troubleshooting -- Index. |
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Sommario/riassunto |
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This book takes you step-by-step the key elements of excellent customer service, and show you how your business can improve now and how to get your customers coming back for more. |
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