25 reproducible activities for customer service excellence /

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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...

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Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Garber, Peter R.
Formato: Electrónico eBook
Idioma:Inglés
Publicado: Amherst, MA : HRD Press, ©2005.
Temas:
Customer services > Study and teaching > Problems, exercises, etc.
Customer relations > Study and teaching > Problems, exercises, etc.
Service industries workers > Training of > Problems, exercises, etc.
Service à la clientèle > Étude et enseignement > Problèmes et exercices.
Services (Industrie) > Personnel > Formation > Problèmes et exercices.
BUSINESS & ECONOMICS > Customer Relations.
Customer relations > Study and teaching.
Customer services > Study and teaching.
Service industries workers > Training of.
Problems and exercises.
Acceso en línea:Texto completo (Requiere registro previo con correo institucional)
Tabla de Contenidos:
  • 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?
  • 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.

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