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100   $a20160829d2009      uy              
101 0 $aeng
135   $aurcnu||||||||
181   $ctxt
182   $cc
183   $acr
200 10$aSuccessful Customer Service: Get Brilliant Results Fast
210 31$a[Place of publication not identified]$cVacation Work Publications Imprint$d2009
215   $a1 online resource (217 pages)
300   $aBibliographic Level Mode of Issuance: Monograph
311   $a1-85458-482-0 
327   $aIntro -- 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.
330   $aThis 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.
606   $aMarketing & Sales$2HILCC
606   $aCommerce$2HILCC
606   $aBusiness & Economics$2HILCC
615  7$aMarketing & Sales
615  7$aCommerce
615  7$aBusiness & Economics
676   $a658.812
700   $aRowson$b Pauline$01019720
801  0$bPQKB
906   $aBOOK
912   $a996339105903316
996   $aSuccessful Customer Service: Get Brilliant Results Fast$92405891
997   $aUNISA