Paul Timm,
Paul R. Timm
Customer Service
Career Success Through Customer Loyalty
Paperback Engels 2013 6e druk 9780133056259Levertijd ongeveer 9 werkdagen
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Samenvatting
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.
Specificaties
ISBN13:9780133056259
Taal:Engels
Bindwijze:Paperback
Aantal pagina's:240
Uitgever:Pearson Education
Druk:6
Hoofdrubriek:, Communicatie en media, Marketing
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Inhoudsopgave
Table of Contents
- Appreciate Why Customer Service Matters
PART I: L=LITTLE THINGS
- Use Behaviors That Engage Your Customers
- Listen to Your Customer ( a Big "little thing")
- Use the Telephone Correctly for Good Service
- Use Friendly Web Sites and Electronic Communication
PART II=INSIGHT
- Recognize and Deal with Customer Turnoffs
- Insight into Emerging Trends in Customer Service
PART III=FEEDBACK
- Get Customer Feedback
- Recover the Potentially Lost Customer
PART IV=EXPECTATIONS
- Exceed Expectations with Value
- Exceed Expectations with Information
- Exceed Expectations with Convenience and Timing
PART V=LIVING LIFE AND LEADING OTHERS
- Influencing Others to Give Great Service
Rubrieken
- advisering
- algemeen management
- coaching en trainen
- communicatie en media
- economie
- financieel management
- inkoop en logistiek
- internet en social media
- it-management / ict
- juridisch
- leiderschap
- marketing
- mens en maatschappij
- non-profit
- ondernemen
- organisatiekunde
- personal finance
- personeelsmanagement
- persoonlijke effectiviteit
- projectmanagement
- psychologie
- reclame en verkoop
- strategisch management
- verandermanagement
- werk en loopbaan