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4 |
|a HF5415.5
|b .G458 1998eb
|
| 082 |
0 |
4 |
|a 658.8/12
|2 21
|
| 049 |
|
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|a UAMI
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| 100 |
1 |
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|a Gerson, Richard F.
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| 245 |
1 |
0 |
|a Beyond customer service, revised /
|c Richard F. Gerson.
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| 250 |
|
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|a Rev. ed.
|
| 260 |
|
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|a Menlo Park, Calif. :
|b Crisp Publications,
|c ©1998.
|
| 300 |
|
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|a 1 online resource (108 pages) :
|b illustrations.
|
| 336 |
|
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|a text
|b txt
|2 rdacontent
|
| 337 |
|
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|a computer
|b c
|2 rdamedia
|
| 338 |
|
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|a online resource
|b cr
|2 rdacarrier
|
| 347 |
|
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|a data file
|2 rda
|
| 490 |
1 |
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|a A Fifty-Minute series book
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| 500 |
|
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|a "Effective programs for retaining your customers"--Cover.
|
| 588 |
0 |
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|a Print version record.
|
| 505 |
0 |
|
|a ""TITLE""; ""COPYRIGHT""; ""ABOUT THE AUTHOR""; ""CONTENTS""; ""Dedication:""; ""PART I Customer Service and Beyond""; ""THE IMPORTANCE OF CUSTOMER SERVICE TO BUSINESS SUCCESS""; ""The Payoff of Superior Customer Service""; ""Common Sense Customer Service""; ""THE COST OF POOR CUSTOMER SERVICE""; ""What You Lose""; ""THE COST OF POOR SERVICE""; ""THE COST OF POOR SERVICE""; ""KEEPING YOUR CUSTOMERS""; ""Startling Service Statistics""; ""WHAT CAN YOU DO?""; ""REASONS FOR POOR SERVICE""; ""LIFETIME VALUE OF A CUSTOMER""; ""LIFETIME VALUE AND MARGINAL NET WORTH""
|
| 505 |
8 |
|
|a ""CUSTOMER SERVICE: ONE, TWO, THREE""""SEVEN STEPS TO A SUCCESSFUL CUSTOMER SERVICE SYSTEM""; ""STEP 1. TOTAL MANAGEMENT COMMITMENT""; ""STEP 2. GET TO KNOW YOUR CUSTOMERS""; ""STEP 3. DEVELOP STANDARDS OF SERVICE QUALITY PERFORMANCE""; ""STEP 4. HIRE, TRAIN AND COMPENSATE GOOD STAFF""; ""STEP 5. REWARD SERVICE ACCOMPLISHMENTS""; ""STEP 6. STAY CLOSE TO YOUR CUSTOMERS""; ""STEP 7. WORK TOWARD CONTINUOUS IMPROVEMENT""; ""PART II Know Your Customer""; ""WHAT CUSTOMERS REALLY NEED, WANT AND EXPECT""; ""DETERMINE HOW TO SATISFY CUSTOMERS""; ""HOW TO GET TO THE WOW FACTOR""
|
| 505 |
8 |
|
|a ""10 Types of Customers""""MANAGING ANGRY CUSTOMERS""; ""WHY CUSTOMERS MAY BE UPSET""; ""WHAT CUSTOMERS WANT FROM YOU WHEN THEY ARE ANGRY""; ""WHAT TO DO WHEN THE CUSTOMER IS ANGRY""; ""OTHER TYPES OF DIFFICULT CUSTOMERS""; ""Seven Types of Difficult Customers and How to Manage Them (Plus the Perfect Customer)""; ""PART III Customer Retention""; ""DEVELOPING CUSTOMER RETENTION PROGRAMS""; ""Proactive vs. Reactive Efforts""; ""INTERNAL AND EXTERNAL SERVICE""; ""Employees as Customers""; ""RETENTION THROUGH VALUE CHAINS""; ""Value Chain""; ""VALUE-ADDED SERVICE""; ""SERVICE ENHANCEMENTS""
|
| 505 |
8 |
|
|a ""CUSTOMER SERVICE MARKETING""""1. FREQUENT BUYER PROGRAMS""; ""2. FREQUENT REFERRAL PROGRAMS""; ""3. THANK-YOU CARDS""; ""4. NEWSLETTERS/PERSONAL LETTER OF NEWS""; ""SAMPLE�PERSONAL LETTER""; ""5. TELEPHONE RECALLS""; ""6. CUSTOMER REWARD & RECOGNITION PROGRAMS""; ""Employee Recognition and Reward Programs""; ""7. CUSTOMER SPECIAL EVENTS""; ""8. STRATEGIC ALLIANCES AND PARTNERSHIPS""; ""Site Visits""; ""Customer as Sales Agent""; ""SERVICE RECOVERY: ANOTHER LOOK""; ""SATISFYING UNHAPPY CUSTOMERS""; ""Service Recovery Program""; ""MANAGING COMPLAINTS FOR RETENTION AND SALES""
|
| 505 |
8 |
|
|a ""Turn Customer Complaints into Sales""""HOW TO C.A.R.E. FOR YOUR CUSTOMERS""; ""RETENTION THROUGH TRAINING""; ""Types of Training Programs""; ""EVALUATION CRITERIA QUESTIONNAIRE""; ""RAPPORT AND EFFECTIVE COMMUNICATION""; ""Behavioral Styles: Personality Factors""; ""Behavioral Styles: Service Situation Planner""; ""SENSORY PERCEPTUAL STYLE PROCESSOR EQUIVALENTS""; ""TIPS FOR LONG-TERM CUSTOMER RETENTION""; ""10 COMMANDMENTS OF SUPERIOR CUSTOMER SERVICE AND RETENTION""; ""PART IV 50 Ways to Keep Your Customers""; ""YOUR KEY TO LONG-LASTING SUCCESS""
|
| 590 |
|
|
|a ProQuest Ebook Central
|b Ebook Central Academic Complete
|
| 650 |
|
0 |
|a Customer relations.
|
| 650 |
|
0 |
|a Customer services.
|
| 650 |
|
6 |
|a Service à la clientèle.
|
| 650 |
|
7 |
|a Customer relations
|2 fast
|
| 650 |
|
7 |
|a Customer services
|2 fast
|
| 758 |
|
|
|i has work:
|a Beyond customer service, revised (Text)
|1 https://id.oclc.org/worldcat/entity/E39PD3CGYTtWxPXyQ8v7kP8jYP
|4 https://id.oclc.org/worldcat/ontology/hasWork
|
| 776 |
0 |
8 |
|i Print version:
|a Gerson, Richard F.
|t Beyond customer service, revised.
|b Rev. ed.
|d Menlo Park, Calif. : Crisp Publications, ©1998
|w (DLC) 97067632
|
| 830 |
|
0 |
|a Fifty-Minute series.
|
| 856 |
4 |
0 |
|u https://ebookcentral.uam.elogim.com/lib/uam-ebooks/detail.action?docID=3116963
|z Texto completo
|
| 938 |
|
|
|a Baker & Taylor
|b BKTY
|c 13.95
|d 10.46
|i 1560524618
|n 0003083202
|s active
|
| 938 |
|
|
|a ebrary
|b EBRY
|n ebr10058853
|
| 994 |
|
|
|a 92
|b IZTAP
|
