Customer service training 101 quick and easy techniques that get great results
From the first impression to the last "thank you," great service is the hallmark of great companies-like yours.
| Autor principal: | |
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| Formato: | Libro electrónico |
| Idioma: | Inglés |
| Publicado: |
New York :
American Management Association
2010.
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| Edición: | 2nd ed |
| Materias: | |
| Ver en Biblioteca Universitat Ramon Llull: | https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009628325206719 |
Tabla de Contenidos:
- Contents; Acknowledgments; Introduction; Tips for the Trainer; Tips for the Student; PART I: PUTTING YOUR BEST FACE FORWARD; 1 Taking Your First Steps: The Basics; 2 Tossing the Ball Back and Forth: Effective Communication; 3 Jumping in with Both Feet: Relationship Building; PART II: PUTTING YOUR CUSTOMERS FIRST; 4 Seeing Eye to Eye: Face-to-Face Contacts; 5 Saying It with a Smile: Telephone Contacts; 6 Looking Before You Leap: E-Customer Contacts; 7 Giving When Getting Is Not Expected: Self-Service Contacts; 8 Calming the Storm: Difficult Customer Contacts; PART III: PUTTING IT ALL TOGETHER
- 9 Hitting the Ground Running: Ready, Set, Go10 Being the Best You Can Be: The Total Package; Index; A; B; C; D; E; F; G; H; I; J; K; L; M; N; O; P; Q; R; S; T; V; W; Y
