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Customer satisfaction : practical tools for building important relationships /
Annotation
| Clasificación: | Libro Electrónico |
|---|---|
| Autor principal: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Menlo Park, Calif. :
Crisp Publications,
©2000.
|
| Edición: | 3rd ed. |
| Colección: | Fifty-Minute series.
|
| Temas: | |
| Acceso en línea: | Texto completo |
Tabla de Contenidos:
- ""Title""; ""Copyright""; ""About the Author""; ""Contents""; ""Sneak Preview: The Big Picture""; ""Personal Customer Satisfaction Action Plan""; ""YOUR PERSONAL SATISFACTION ACTION PLAN""; ""PART 1 CLEARING THE BARRIERS""; ""CHAPTER 1 How Customer Relationship Skills Can Build Your Success ""; ""Building Customer Relationships for Repeat Business""; ""The call""; ""The turning point""; ""Shift Your Focus""; ""The secret""; ""Success Stories""; ""Success Stories""; ""SUCCESS STORY 1 Ann Puts Up a Sign""; ""SUCCESS STORY 2 Bill Suspects Burnout""; ""SUCCESS STORY 3 Blair Frames Her Boss""
- ""SUCCESS STORY 4 Jeff Breaks a Record""""WRITING YOUR OWN SUCCESS STORIES""; ""CHAPTER 2 Dealing with Difficult People ""; ""Job Frustrations and Difficult People""; ""Seven Frequent Frustrations""; ""CHECK FOR FRUSTRATIONS AND CHALLENGES""; ""Situation 1""; ""Situation 2""; ""Situation 3""; ""The Secret of Success""; ""A Personal Case""; ""LISTEN FOR THESE SIGNALS""; ""Save Time by Taking Situations Professionally""; ""A Paid Professional""; ""Keep the Spotlight on the Issue""; ""Techniques for Keeping the Spotlight on the Issue""; ""CHAPTER 3 Burnout-Threat to Customer Satisfaction ""
- ""Eight Common Signs of Burnout""""REVIEW THE SIGNS""; ""Additional Signs of Burnout""; ""DISCOVER YOUR EARLY WARNING SIGNS""; ""Five Techniques for Preventing Burnout""; ""Burnout Prevention 1: Exercise Daily""; ""Burnout Prevention 2: Take Care of Your Own Needs""; ""Burnout Prevention 3: Work Toward Measurable Targets""; ""TARGETS HELP YOU APPRECIATE YOUR ACCOMPLISHMENTS""; ""TARGETS TURN ON YOUR CREATIVITY""; ""TARGETS MAKE YOUR JOB EASIER""; ""Sample Targets to Stimulate Your Thinking""; ""YOU CAN DESIGN YOUR TARGETS""; ""Burnout Prevention 4: Say What You Feel, Directly and Skillfully""
- ""Getting It Out""""BURNOUT AND COMPLAINING� AVOID THE TEMPTATION""; ""GIVE YOURSELF A HEAD START""; ""Burnout Prevention 5: Do Good Things for Your Spirit""; ""Spirit Raisers""; ""CHAPTER 4 The Secret to Getting More Cooperation ""; ""Working as Partners� Treating Your Boss as a Customer""; ""CASE STUDY Blair and the New Boss""; ""TREAT YOUR BOSS AS A CUSTOMER""; ""Some Questions for You""; ""TREAT CO-WORKERS AS CUSTOMERS, TOO""; ""“BUT I DON�T HAVE CUSTOMERS�""; ""Updating Your Beliefs""; ""A Close Look at Cooperation""
- ""A Selfish and Successful Strategy for Getting More Cooperation""""FOR COOPERATIVE PARTNERSHIPS, TREAT EACH PERSON AS A CUSTOMER""; ""Roadblocks to Avoid""; ""Roadblock 1: “He isn�t a customer: He is just someone I work with.�""; ""Roadblock 2: “But you don�t know the people I work with.�""; ""Roadblock 3: “I don�t have time.�""; ""Roadblock 4: “But this approach doesn�t always work.�""; ""Roadblock 5: “Why should I? I�m the customer.�""; ""MORE ROADBLOCKS TO SUCCESS""; ""PART 2 BUILDING THE FOUNDATION""; ""CHAPTER 5 The Problem with Customer Service ""