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Customer service career success through customer satisfaction Paul R. Timm.
Detalles de publicación: Upper Saddle River, NJ Prentice Hall c2010.Edición: 5 th edDescripción: xxii, 226 p. ill. 23 cmISBN:- 9780135063972
- 658.8/12 21
- HF5415.5 .T513 1998
| Imagen de cubierta | Tipo de ítem | Biblioteca actual | Biblioteca de origen | Colección | Ubicación en estantería | Signatura topográfica | Materiales especificados | Info Vol | URL | Copia número | Estado | Notas | Fecha de vencimiento | Código de barras | Reserva de ítems | Prioridad de la cola de reserva de ejemplar | Reservas para cursos | |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Libro | Biblioteca de Mayagüez Colección General mb | HF 5415.5 .T513 2010 (Navegar estantería(Abre debajo)) | Disponible | 50000003200234 |
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Descripciones mejoradas de Syndetics:
Customer Service: Career Success through Customer Loyalty , 5e 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 is reorganized so it is easy to see how key concepts fit together. New information is 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 exceeds customer expectations and creates loyalty and success.
EIGM 04/2010
Includes bibliographical references and index.
Tabla de contenidos provista por Syndetics
- 1 Know Why Service Matters
- Part 1 Little Things
- 2 Use Behaviors That Engage Your Customers
- 3 Listen to Your Customer (a Big "little thing")
- 4 Use the Telephone Well for Good Service
- 5 Use Friendly Web Sites and Electronic Communication
- Part 2 Insights
- 6 Recognize and Deal with Customer Turnoffs
- 7 Insight into Emerging Trends in Customer Service
- Part 3 Feedback
- 8 Get Customer Feedback
- 9 Recover the Potentially Lost Customer
- Part 4 Expectations
- 10 Exceed Customer Expectations with Value
- 11 Exceed Customer Expectations with Information
- 12 Exceed Customer Expectations with Convenience and Timing
- Part 5 Living Life
- 13 Dealing with Emotional Labor
- 14 Get Employees to Give Great Service