Cargando…
25 reproducible activities for customer service excellence /
Training Objectives: Provide opportunities for individuals to try out new skills without cost to either the organization or the individual; Provide training in areas that can only be developed by practice; Obtain feedback from observers to aid personal development; Enable participants to test their...
| Clasificación: | Libro Electrónico |
|---|---|
| Autor principal: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Amherst, MA :
HRD Press,
©2005.
|
| Temas: | |
| Acceso en línea: | Texto completo Texto completo |
MARC
| LEADER | 00000cam a2200000Ia 4500 | ||
|---|---|---|---|
| 001 | EBSCO_ocn757519491 | ||
| 003 | OCoLC | ||
| 005 | 20231017213018.0 | ||
| 006 | m o d | ||
| 007 | cr unu|||||||| | ||
| 008 | 111018s2005 maua ob 000 0 eng d | ||
| 040 | |a UMI |b eng |e pn |c UMI |d N$T |d OCLCQ |d OCLCF |d MERUC |d EBLCP |d DEBSZ |d YDXCP |d OCL |d OCLCQ |d AGLDB |d COO |d UAB |d K6U |d D6H |d VNS |d OCLCQ |d VTS |d AU@ |d OCLCQ |d S9I |d STF |d M8D |d UKAHL |d OCLCQ |d UKSSU |d OCLCO |d OCLCQ | ||
| 019 | |a 437198321 |a 476128045 |a 648242606 |a 1058020393 | ||
| 020 | |a 9781599965048 |q (electronic bk.) | ||
| 020 | |a 1599965046 |q (electronic bk.) | ||
| 020 | |z 9780874258486 | ||
| 020 | |z 0874258480 | ||
| 029 | 1 | |a AU@ |b 000048832034 | |
| 029 | 1 | |a AU@ |b 000051425487 | |
| 029 | 1 | |a DEBBG |b BV043128622 | |
| 029 | 1 | |a DEBSZ |b 39615882X | |
| 029 | 1 | |a DEBSZ |b 421862777 | |
| 029 | 1 | |a GBVCP |b 803666020 | |
| 029 | 1 | |a AU@ |b 000054184155 | |
| 035 | |a (OCoLC)757519491 |z (OCoLC)437198321 |z (OCoLC)476128045 |z (OCoLC)648242606 |z (OCoLC)1058020393 | ||
| 037 | |a CL0500000115 |b Safari Books Online | ||
| 050 | 4 | |a HF5415.5 |b .G37 2005 | |
| 072 | 7 | |a BUS |x 018000 |2 bisacsh | |
| 082 | 0 | 4 | |a 658.8/12/076 |2 22 |
| 049 | |a UAMI | ||
| 100 | 1 | |a Garber, Peter R. | |
| 245 | 1 | 0 | |a 25 reproducible activities for customer service excellence / |c Peter R. Garber. |
| 246 | 3 | |a Twenty-five reproducible activities for customer service excellence | |
| 260 | |a Amherst, MA : |b HRD Press, |c ©2005. | ||
| 300 | |a 1 online resource (ix, 163 pages) : |b illustrations | ||
| 336 | |a text |b txt |2 rdacontent | ||
| 337 | |a computer |b c |2 rdamedia | ||
| 338 | |a online resource |b cr |2 rdacarrier | ||
| 347 | |a data file |2 rda | ||
| 588 | 0 | |a Print version record. | |
| 505 | 0 | |a Table of Contents; Preface; Introduction; Part 1 -- Communication; 1 The Customer'sFirst Perceptions; 2 Customer Paradigms; 3 Listening to theCustomer; 4 Say It Again; 5 Finding the Customer; 6 Rumors; 7 Learning to Listen; Part 2 Phone Power; 8 Greetings; 9 Telephone Tag; 10 Telephone Messages; 11 Telephone Listening; 12 Phone Skills; Part 3 Customer Service Skills; 13 Customer Reflections; 14 Characteristics ofSuccessful Customer Service; 15 Five Steps to BetterCustomer Service; 16 Customer ServiceDiseases; 17 Buying Personalities; Part 4 Customer Service Strategies; 18 Who's the Customer? | |
| 505 | 8 | |a 19 Customer Complaints20 Customer Service Personalities; 21The ABCs of Customer Service; Part 5 Achieving Results; 22 Self-Fulfilling Prophecies; 23 Word Games; 24 Winning and Losing with the Customer; 25 Buying Decisions. | |
| 520 | |a Training Objectives: Provide opportunities for individuals to try out new skills without cost to either the organization or the individual; Provide training in areas that can only be developed by practice; Obtain feedback from observers to aid personal development; Enable participants to test their skills in a variety of real-life situations; Enable participants to practice in a risk-free environment. Select role-plays to develop skills in each of the five main interview types: Selection; Discipline; Appraisal; Separation; Counseling. Time Guidelines: Each role play takes between 11/2 and 2 ho. | ||
| 504 | |a Includes bibliographical references. | ||
| 590 | |a O'Reilly |b O'Reilly Online Learning: Academic/Public Library Edition | ||
| 590 | |a eBooks on EBSCOhost |b EBSCO eBook Subscription Academic Collection - Worldwide | ||
| 650 | 0 | |a Customer services |x Study and teaching |v Problems, exercises, etc. | |
| 650 | 0 | |a Customer relations |x Study and teaching |v Problems, exercises, etc. | |
| 650 | 0 | |a Service industries workers |x Training of |v Problems, exercises, etc. | |
| 650 | 6 | |a Service à la clientèle |x Étude et enseignement |v Problèmes et exercices. | |
| 650 | 6 | |a Services (Industrie) |x Personnel |x Formation |v Problèmes et exercices. | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Customer Relations. |2 bisacsh | |
| 650 | 7 | |a Customer relations |x Study and teaching. |2 fast |0 (OCoLC)fst00885542 | |
| 650 | 7 | |a Customer services |x Study and teaching. |2 fast |0 (OCoLC)fst00885564 | |
| 650 | 7 | |a Service industries workers |x Training of. |2 fast |0 (OCoLC)fst01113490 | |
| 655 | 7 | |a Problems and exercises. |2 fast |0 (OCoLC)fst01423783 | |
| 776 | 0 | 8 | |i Print version: |a Garber, Peter R. |t 25 reproducible activities for customer service excellence. |d Amherst, MA : HRD Press, ©2005 |z 0874258480 |w (OCoLC)71736562 |
| 856 | 4 | 0 | |u https://learning.oreilly.com/library/view/~/9780874258486/?ar |z Texto completo |
| 856 | 4 | 0 | |u https://ebsco.uam.elogim.com/login.aspx?direct=true&scope=site&db=nlebk&AN=320190 |z Texto completo |
| 938 | |a Askews and Holts Library Services |b ASKH |n AH20156758 | ||
| 938 | |a EBL - Ebook Library |b EBLB |n EBL329891 | ||
| 938 | |a EBSCOhost |b EBSC |n 320190 | ||
| 938 | |a YBP Library Services |b YANK |n 2865997 | ||
| 994 | |a 92 |b IZTAP | ||