Opis: Customer Service - Paul Timm

Customer Service: Career Success through Customer Loyalty, 6e provides a systematic process for building service skills that all business people need. Presented in a friendly, conversational manner, the text is filled with examples that demonstrate the link between service skills and career achievement. This edition features more on social networking, trustability, and customer service trends. Information is also included on internal customers, emerging technologies, and stress-reducing techniques. Throughout the text, there is an emphasis on transforming good service intentions into a workable plan that yields loyalty and success.1. Appreciate Why Customer Service Matters PART I: L=LITTLE THINGS 2. Use Behaviors That Engage Your Customers 3. Listen to Your Customer ( a Big "little thing") 4. Use the Telephone Correctly for Good Service 5. Use Friendly Web Sites and Electronic Communication PART II= INSIGHT 6. Recognize and Deal with Customer Turnoffs 7. Insight into Emerging Trends in Customer Service PART III=FEEDBACK 8. Get Customer Feedback 9. Recover the Potentially Lost Customer PART IV=EXPECTATIONS 10. Exceed Expectations with Value 11. Exceed Expectations with Information 12. Exceed Expectations with Convenience and Timing PART V= LIVING LIFE AND LEADING OTHERS 13. Influencing Others to Give Great Service

Szczegóły: Customer Service - Paul Timm

Tytuł: Customer Service
Autor: Paul Timm
Producent: Prentice Hall
ISBN: 9780133056259
Rok produkcji: 2013
Ilość stron: 240
Oprawa: Miękka
Waga: 0.43 kg

Recenzje: Customer Service - Paul Timm