Customer service training 101 /

From the first impression to the last ôthank you, ö great service is the hallmark of great companiesùlike yours.

Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Evenson, Renee, 1951-
Formato: Electrónico eBook
Idioma:Inglés
Publicado: New York : American Management Association, ©2011.
Edición:2nd ed.
Temas:
Customer services > Training.
Customer relations > Training.
Employees > Training.
BUSINESS & ECONOMICS > Training.
BUSINESS & ECONOMICS > Mentoring & Coaching.
Acceso en línea:Texto completo (Requiere registro previo con correo institucional)
Tabla de Contenidos:
  • Taking your first steps: the basics
  • Tossing the ball back and forth: effective communication
  • Jumping in with both feet: relationship building
  • Seeing eye to eye: face to face contacts
  • Saying it with a smile: telephone contacts
  • Looking before you leap: e-customer contacts
  • Giving when getting is not expected: self service contacts
  • Calming before the storm: difficult customer contacts
  • Hitting the ground running: ready, set, go
  • Being the best you can be: the total package.

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