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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 (Requiere registro previo con correo institucional) |
MARC
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| 008 | 111018s2005 maua ob 000 0 eng d | ||
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| 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 (Requiere registro previo con correo institucional) |
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