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Autore: | Rowson Pauline |
Titolo: | Successful Customer Service: Get Brilliant Results Fast |
Pubblicazione: | [Place of publication not identified], : Vacation Work Publications Imprint, 2009 |
Descrizione fisica: | 1 online resource (217 pages) |
Disciplina: | 658.812 |
Soggetto topico: | Marketing & Sales |
Commerce | |
Business & Economics | |
Note generali: | Bibliographic Level Mode of Issuance: Monograph |
Nota di contenuto: | 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. |
Sommario/riassunto: | 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. |
Titolo autorizzato: | Successful Customer Service: Get Brilliant Results Fast |
ISBN: | 1-283-11388-0 |
9786613113887 | |
1-85458-621-1 | |
Formato: | Materiale a stampa |
Livello bibliografico | Monografia |
Lingua di pubblicazione: | Inglese |
Record Nr.: | 996339105903316 |
Lo trovi qui: | Univ. di Salerno |
Opac: | Controlla la disponibilità qui |