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Customer service training 101 : quick and easy techniques that get great results /
Using scenarios, guidelines, and practice exercises, this inspiring training manual explains what to say and do, what to avoid, and why interactions go astray. --
| Clasificación: | Libro Electrónico |
|---|---|
| Autor principal: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
New York :
AMACOM,
[2018]
|
| Edición: | Third edition. |
| Temas: | |
| Acceso en línea: | Texto completo (Requiere registro previo con correo institucional) |
MARC
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| 100 | 1 | |a Evenson, Renee, |d 1951- |e author. | |
| 245 | 1 | 0 | |a Customer service training 101 : |b quick and easy techniques that get great results / |c Renee Evenson. |
| 250 | |a Third edition. | ||
| 260 | |a New York : |b AMACOM, |c [2018] | ||
| 263 | |a 1712 | ||
| 300 | |a 1 online resource | ||
| 336 | |a text |b txt |2 rdacontent | ||
| 337 | |a computer |b n |2 rdamedia | ||
| 338 | |a online resource |b nc |2 rdacarrier | ||
| 347 | |a data file |2 rda | ||
| 500 | |a Includes index. | ||
| 588 | |a Description based on print version record and CIP data provided by publisher; resource not viewed. | ||
| 504 | |a Includes bibliographical references and index. | ||
| 520 | |a Using scenarios, guidelines, and practice exercises, this inspiring training manual explains what to say and do, what to avoid, and why interactions go astray. -- |c Edited summary from book. | ||
| 505 | 0 | |a Part 1. Putting your best face forward. Your first steps can make a huge stride : the basics -- Tossing the ball back and forth : effective communication -- Jumping in with both feet : relationship building -- Part 2. Putting your customers first. Seeing eye to eye : face-to-face contacts -- Saying it with a smile : telephone contacts -- Keeping up with the times : online and social media customer service -- Giving when getting is not expected : self-service contacts -- Calming the storm : customer complaint contacts -- Part 3. Putting it all together. Hitting the ground running : ready, set, go -- Being the best you can be: the total package. | |
| 590 | |a O'Reilly |b O'Reilly Online Learning: Academic/Public Library Edition | ||
| 650 | 0 | |a Customer services. | |
| 650 | 0 | |a Customer relations. | |
| 650 | 0 | |a Employees |x Training of. | |
| 650 | 2 | |a Inservice Training | |
| 650 | 6 | |a Service à la clientèle. | |
| 650 | 6 | |a Personnel |x Formation. | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Industrial Management. |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Management. |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Management Science. |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Organizational Behavior. |2 bisacsh | |
| 650 | 7 | |a Customer relations |2 fast | |
| 650 | 7 | |a Customer services |2 fast | |
| 650 | 7 | |a Employees |x Training of |2 fast | |
| 776 | 0 | 8 | |i Print version: |a Evenson, Renee, 1951- author. |t Customer service training 101 |b Third edition. |d New York : AMACOM, [2018] |z 9780814438916 |w (DLC) 2017015093 |
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| 938 | |a EBSCOhost |b EBSC |n 1521975 | ||
| 994 | |a 92 |b IZTAP | ||