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Client Service Excellence : the 10 Commandments.

Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: O'Sullivan, Larry
Formato: Electrónico eBook
Idioma:Inglés
Publicado: Knowres Publishing, 2010.
Temas:
Acceso en línea:Texto completo

MARC

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082 0 4 |a 332.17  |2 23 
049 |a UAMI 
100 1 |a O'Sullivan, Larry. 
245 1 0 |a Client Service Excellence :  |b the 10 Commandments. 
260 |b Knowres Publishing,  |c 2010. 
300 |a 1 online resource 
336 |a text  |b txt  |2 rdacontent 
337 |a computer  |b c  |2 rdamedia 
338 |a online resource  |b cr  |2 rdacarrier 
588 0 |a Print version record. 
504 |a Includes bibliographical references and index. 
505 0 |a 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. 
505 8 |a 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. 
505 8 |a 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. 
505 8 |a 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. 
505 8 |a 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. 
590 |a ProQuest Ebook Central  |b Ebook Central Academic Complete 
650 0 |a Customer relations  |x Management. 
650 0 |a Customer services. 
650 6 |a Service à la clientèle. 
650 7 |a Customer relations  |x Management  |2 fast 
650 7 |a Customer services  |2 fast 
758 |i has work:  |a Client Service Excellence (Text)  |1 https://id.oclc.org/worldcat/entity/E39PCYQFq6pK3Jc7wypCTGjQv3  |4 https://id.oclc.org/worldcat/ontology/hasWork 
776 0 8 |i Print version:  |z 9781299055902 
856 4 0 |u https://ebookcentral.uam.elogim.com/lib/uam-ebooks/detail.action?docID=3544795  |z Texto completo 
938 |a EBL - Ebook Library  |b EBLB  |n EBL3544795 
938 |a ProQuest MyiLibrary Digital eBook Collection  |b IDEB  |n cis24684311 
938 |a YBP Library Services  |b YANK  |n 12549647 
994 |a 92  |b IZTAP