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Customer satisfaction : practical tools for building important relationships /
Annotation
| Clasificación: | Libro Electrónico |
|---|---|
| Autor principal: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Menlo Park, Calif. :
Crisp Publications,
©2000.
|
| Edición: | 3rd ed. |
| Colección: | Fifty-Minute series.
|
| Temas: | |
| Acceso en línea: | Texto completo |
MARC
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| 050 | 4 | |a HF5415.335 |b .S38 2000eb | |
| 082 | 0 | 4 | |a 658.8/343 |2 22 |
| 049 | |a UAMI | ||
| 100 | 1 | |a Scott, Dru. | |
| 245 | 1 | 0 | |a Customer satisfaction : |b practical tools for building important relationships / |c Dru Scott. |
| 250 | |a 3rd ed. | ||
| 260 | |a Menlo Park, Calif. : |b Crisp Publications, |c ©2000. | ||
| 300 | |a 1 online resource (viii, 118 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 | ||
| 490 | 1 | |a A fifty-minute series book | |
| 504 | |a Includes bibliographical references. | ||
| 520 | 8 | |a Annotation |b Everyone talks about customer service these days but the concrete issue behind the topic is customer satisfaction. This book contends that part of the problem lies with our focus on technical skills rather than people skills, both with customers, and inside the organization. It also points out that working hard is not the same as satisfying customers. The new focus of this edition is on what we have learned about job burnout, the tools that are needed to solve problems, and build cooperation. The goal is to create a customer satisfaction outlook that leads to the customer loyalty companies strive for (and frequently miss) with customer service alone. | |
| 588 | 0 | |a Print version record. | |
| 505 | 0 | |a ""Title""; ""Copyright""; ""About the Author""; ""Contents""; ""Sneak Preview: The Big Picture""; ""Personal Customer Satisfaction Action Plan""; ""YOUR PERSONAL SATISFACTION ACTION PLAN""; ""PART 1 CLEARING THE BARRIERS""; ""CHAPTER 1 How Customer Relationship Skills Can Build Your Success ""; ""Building Customer Relationships for Repeat Business""; ""The call""; ""The turning point""; ""Shift Your Focus""; ""The secret""; ""Success Stories""; ""Success Stories""; ""SUCCESS STORY 1 Ann Puts Up a Sign""; ""SUCCESS STORY 2 Bill Suspects Burnout""; ""SUCCESS STORY 3 Blair Frames Her Boss"" | |
| 505 | 8 | |a ""SUCCESS STORY 4 Jeff Breaks a Record""""WRITING YOUR OWN SUCCESS STORIES""; ""CHAPTER 2 Dealing with Difficult People ""; ""Job Frustrations and Difficult People""; ""Seven Frequent Frustrations""; ""CHECK FOR FRUSTRATIONS AND CHALLENGES""; ""Situation 1""; ""Situation 2""; ""Situation 3""; ""The Secret of Success""; ""A Personal Case""; ""LISTEN FOR THESE SIGNALS""; ""Save Time by Taking Situations Professionally""; ""A Paid Professional""; ""Keep the Spotlight on the Issue""; ""Techniques for Keeping the Spotlight on the Issue""; ""CHAPTER 3 Burnout-Threat to Customer Satisfaction "" | |
| 505 | 8 | |a ""Eight Common Signs of Burnout""""REVIEW THE SIGNS""; ""Additional Signs of Burnout""; ""DISCOVER YOUR EARLY WARNING SIGNS""; ""Five Techniques for Preventing Burnout""; ""Burnout Prevention 1: Exercise Daily""; ""Burnout Prevention 2: Take Care of Your Own Needs""; ""Burnout Prevention 3: Work Toward Measurable Targets""; ""TARGETS HELP YOU APPRECIATE YOUR ACCOMPLISHMENTS""; ""TARGETS TURN ON YOUR CREATIVITY""; ""TARGETS MAKE YOUR JOB EASIER""; ""Sample Targets to Stimulate Your Thinking""; ""YOU CAN DESIGN YOUR TARGETS""; ""Burnout Prevention 4: Say What You Feel, Directly and Skillfully"" | |
| 505 | 8 | |a ""Getting It Out""""BURNOUT AND COMPLAINING� AVOID THE TEMPTATION""; ""GIVE YOURSELF A HEAD START""; ""Burnout Prevention 5: Do Good Things for Your Spirit""; ""Spirit Raisers""; ""CHAPTER 4 The Secret to Getting More Cooperation ""; ""Working as Partners� Treating Your Boss as a Customer""; ""CASE STUDY Blair and the New Boss""; ""TREAT YOUR BOSS AS A CUSTOMER""; ""Some Questions for You""; ""TREAT CO-WORKERS AS CUSTOMERS, TOO""; ""“BUT I DON�T HAVE CUSTOMERS�""; ""Updating Your Beliefs""; ""A Close Look at Cooperation"" | |
| 505 | 8 | |a ""A Selfish and Successful Strategy for Getting More Cooperation""""FOR COOPERATIVE PARTNERSHIPS, TREAT EACH PERSON AS A CUSTOMER""; ""Roadblocks to Avoid""; ""Roadblock 1: “He isn�t a customer: He is just someone I work with.�""; ""Roadblock 2: “But you don�t know the people I work with.�""; ""Roadblock 3: “I don�t have time.�""; ""Roadblock 4: “But this approach doesn�t always work.�""; ""Roadblock 5: “Why should I? I�m the customer.�""; ""MORE ROADBLOCKS TO SUCCESS""; ""PART 2 BUILDING THE FOUNDATION""; ""CHAPTER 5 The Problem with Customer Service "" | |
| 546 | |a English. | ||
| 590 | |a ProQuest Ebook Central |b Ebook Central Academic Complete | ||
| 650 | 0 | |a Consumer satisfaction. | |
| 650 | 0 | |a Customer relations. | |
| 650 | 2 | |a Consumer Behavior | |
| 650 | 6 | |a Consommateurs |x Satisfaction. | |
| 650 | 7 | |a Consumer satisfaction |2 fast | |
| 650 | 7 | |a Customer relations |2 fast | |
| 758 | |i has work: |a Customer satisfaction (Text) |1 https://id.oclc.org/worldcat/entity/E39PCGVvWJtR44wckmJDpW9dgq |4 https://id.oclc.org/worldcat/ontology/hasWork | ||
| 776 | 0 | 8 | |i Print version: |a Scott, Dru. |t Customer satisfaction. |b 3rd ed. |d Menlo Park, Calif. : Crisp Publications, ©2000 |w (DLC) 98074646 |
| 830 | 0 | |a Fifty-Minute series. | |
| 856 | 4 | 0 | |u https://ebookcentral.uam.elogim.com/lib/uam-ebooks/detail.action?docID=3117006 |z Texto completo |
| 938 | |a ebrary |b EBRY |n ebr10060449 | ||
| 938 | |a Internet Archive |b INAR |n customersatisfac0000scot | ||
| 994 | |a 92 |b IZTAP | ||