101 ways to improve customer service : training, tools, tips, and techniques /

101 Ways to Improve Customer Service provides a variety of training and development interventions that can be put to use right now with frontline service employees. Your customer service representatives directly influence the perception that customers have of your products and services and ultimatel...

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Bibliographic Details
Call Number:Libro Electrónico
Main Author: Ukens, Lorraine L.
Format: Electronic eBook
Language:Inglés
Published: San Francisco, CA : Hoboken, NJ : Pfeiffer ; J. Wiley & Sons, ©2007.
Series:Pfeiffer essential resources for training and HR professionals.
Subjects:
Customer services.
Employees > Training of.
Inservice Training
Service à la clientèle.
Personnel > Formation.
BUSINESS & ECONOMICS > Customer Relations.
Customer services
Employees > Training of
Kundenorientierung
Online Access:Texto completo (Requiere registro previo con correo institucional)
Table of Contents:
  • 101 Ways to Improve Customer Service; Contents; Contents for the CD-ROM; Introduction: Getting the Most from This Resource; Topical Index of Interventions; Section I: Awareness; Section II: Communication; Section III: Planning; Section IV: Problem Solving; Section V: Quality; Section VI: Teamwork; Appendix A: Internal Customer Service; Appendix B: Call Centers; Appendix C: Retail; Appendix D: Sales; About the Author; How to Use the CD-ROM.

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