Description |
1 online resource (ix, 163 pages) : illustrations |
Contents |
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? |
|
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 |
Summary |
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 |
Bibliography |
Includes bibliographical references |
Notes |
Print version record |
Subject |
Customer services -- Study and teaching -- Problems, exercises, etc
|
|
Customer relations -- 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
|
Genre/Form |
Problems and exercises
|
Form |
Electronic book
|
ISBN |
9781599965048 |
|
1599965046 |
|