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101 ways to improve customer service : training, tools, tips, and techniques /
101 Ways to Improve Customer Service provides a variety of training and development interventions that can be put to use right now with frontline service employees. Your customer service representatives directly influence the perception that customers have of your products and services and ultimatel...
| Clasificación: | Libro Electrónico |
|---|---|
| Autor principal: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
San Francisco, CA : Hoboken, NJ :
Pfeiffer ; J. Wiley & Sons,
©2007.
|
| Colección: | Pfeiffer essential resources for training and HR professionals.
|
| Temas: | |
| Acceso en línea: | Texto completo (Requiere registro previo con correo institucional) |
MARC
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| 100 | 1 | |a Ukens, Lorraine L. | |
| 245 | 1 | 0 | |a 101 ways to improve customer service : |b training, tools, tips, and techniques / |c Lorraine L. Ukens. |
| 246 | 3 | |a One hundred and one ways to improve customer service | |
| 260 | |a San Francisco, CA : |b Pfeiffer ; |a Hoboken, NJ : |b J. Wiley & Sons, |c ©2007. | ||
| 300 | |a 1 online resource (xxiv, 366 pages) : |b illustrations | ||
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| 490 | 1 | |a Essential resources for training and HR professionals | |
| 505 | 0 | |a 101 Ways to Improve Customer Service; Contents; Contents for the CD-ROM; Introduction: Getting the Most from This Resource; Topical Index of Interventions; Section I: Awareness; Section II: Communication; Section III: Planning; Section IV: Problem Solving; Section V: Quality; Section VI: Teamwork; Appendix A: Internal Customer Service; Appendix B: Call Centers; Appendix C: Retail; Appendix D: Sales; About the Author; How to Use the CD-ROM. | |
| 520 | |a 101 Ways to Improve Customer Service provides a variety of training and development interventions that can be put to use right now with frontline service employees. Your customer service representatives directly influence the perception that customers have of your products and services and ultimately your company. It is vital that your employees develop service strategies to create a positive image, communicate effectively, and build customer rapport to support the underlying values and beliefs of your organization. | ||
| 588 | 0 | |a Print version record. | |
| 590 | |a O'Reilly |b O'Reilly Online Learning: Academic/Public Library Edition | ||
| 650 | 0 | |a Customer services. | |
| 650 | 0 | |a Employees |x Training of. | |
| 650 | 2 | |a Inservice Training | |
| 650 | 6 | |a Service à la clientèle. | |
| 650 | 6 | |a Personnel |x Formation. | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Customer Relations. |2 bisacsh | |
| 650 | 7 | |a Customer services |2 fast | |
| 650 | 7 | |a Employees |x Training of |2 fast | |
| 650 | 7 | |a Kundenorientierung |2 gnd | |
| 776 | 0 | 8 | |i Print version: |a Ukens, Lorraine L. |t 101 ways to improve customer service. |d San Francisco, CA : Pfeiffer ; Hoboken, NJ : J. Wiley & Sons, ©2007 |z 9780787982003 |z 0787982008 |w (DLC) 2007000641 |w (OCoLC)77012750 |
| 830 | 0 | |a Pfeiffer essential resources for training and HR professionals. | |
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