عنوان
پدید آورنده
موضوع
رده
HF5415.5 .G37 2005
HF5415
.
5
.
G37
2005
کتابخانه
محل استقرار
INTERNATIONAL STANDARD BOOK NUMBER
(Number (ISBN
1599965046
(Number (ISBN
9781599965048
Erroneous ISBN
0874258480
Erroneous ISBN
9780874258486
NATIONAL BIBLIOGRAPHY NUMBER
Number
b732179
TITLE AND STATEMENT OF RESPONSIBILITY
Title Proper
25 reproducible activities for customer service excellence /
General Material Designation
[Book]
First Statement of Responsibility
Peter R. Garber.
.PUBLICATION, DISTRIBUTION, ETC
Place of Publication, Distribution, etc.
Amherst, MA :
Name of Publisher, Distributor, etc.
HRD Press,
Date of Publication, Distribution, etc.
©2005.
PHYSICAL DESCRIPTION
Specific Material Designation and Extent of Item
1 online resource (ix, 163 pages) :
Other Physical Details
illustrations
INTERNAL BIBLIOGRAPHIES/INDEXES NOTE
Text of Note
Includes bibliographical references.
CONTENTS NOTE
Text of Note
Table of Contents; Preface; Introduction; Part 1 -- Communication; 1 The Customer'sFirst Perceptions; 2 Customer Paradigms; 3 Listening to theCustomer; 4 Say It Again; 5 Finding the Customer; 6 Rumors; 7 Learning to Listen; Part 2 Phone Power; 8 Greetings; 9 Telephone Tag; 10 Telephone Messages; 11 Telephone Listening; 12 Phone Skills; Part 3 Customer Service Skills; 13 Customer Reflections; 14 Characteristics ofSuccessful Customer Service; 15 Five Steps to BetterCustomer Service; 16 Customer ServiceDiseases; 17 Buying Personalities; Part 4 Customer Service Strategies; 18 Who's the Customer?
Text of Note
19 Customer Complaints20 Customer Service Personalities; 21The ABCs of Customer Service; Part 5 Achieving Results; 22 Self-Fulfilling Prophecies; 23 Word Games; 24 Winning and Losing with the Customer; 25 Buying Decisions.
0
8
SUMMARY OR ABSTRACT
Text of Note
Training Objectives: Provide opportunities for individuals to try out new skills without cost to either the organization or the individual; Provide training in areas that can only be developed by practice; Obtain feedback from observers to aid personal development; Enable participants to test their skills in a variety of real-life situations; Enable participants to practice in a risk-free environment. Select role-plays to develop skills in each of the five main interview types: Selection; Discipline; Appraisal; Separation; Counseling. Time Guidelines: Each role play takes between 11/2 and 2 ho.
ACQUISITION INFORMATION NOTE
Source for Acquisition/Subscription Address
Safari Books Online
Stock Number
CL0500000115
OTHER EDITION IN ANOTHER MEDIUM
Title
25 reproducible activities for customer service excellence.
International Standard Book Number
0874258480
PARALLEL TITLE PROPER
Parallel Title
Twenty-five reproducible activities for customer service excellence
TOPICAL NAME USED AS SUBJECT
Customer relations-- Study and teaching, Problems, exercises, etc.
Customer services-- Study and teaching, Problems, exercises, etc.
Service industries workers-- Training of, Problems, exercises, etc.
BUSINESS & ECONOMICS-- Customer Relations.
Customer relations-- Study and teaching.
Customer services-- Study and teaching.
Service industries workers-- Training of.
(SUBJECT CATEGORY (Provisional
BUS-- 018000
DEWEY DECIMAL CLASSIFICATION
Number
658
.
8/12/076
Edition
22
LIBRARY OF CONGRESS CLASSIFICATION
Class number
HF5415
.
5
Book number
.
G37
2005
PERSONAL NAME - PRIMARY RESPONSIBILITY
Garber, Peter R.
ORIGINATING SOURCE
Date of Transaction
20201203164700.0
Cataloguing Rules (Descriptive Conventions))
pn
ELECTRONIC LOCATION AND ACCESS
Electronic name
مطالعه متن کتاب [Book]
Y
