9780130859594

Customer Service: Career Success Through Customer Satisfaction

by
  • ISBN13:

    9780130859594

  • ISBN10:

    0130859591

  • Edition: 2nd
  • Format: Paperback
  • Copyright: 1/1/2001
  • Publisher: Pearson College Div
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Summary

KET BENEFIT: This book ties together the best information from trade books and textbooks, and then adds a clear and usable process for developing the kinds of skills, attitudes, and thinking patterns needed to win customer loyalty. The coverage includes positive attitude, customer turnoffs, dissatisfied customers, customer expectations, customer loyalty, winning telephone techniques, and more. This book is for employees and managers of customer service departments and human resource training departments.

Table of Contents

Preface vii
Fostering Positive Attitudes
1(17)
Recognize the Role of Customer Service in Your Success
Recognize and Deal with Customer Turnoffs
18(23)
The Customer Keeps the Score
Deal with Dissatisfied Customers
41(22)
Here's an Opportunity for You
Exceed Customer Expectations
63(29)
The Master Key Called E-Plus
Use Behaviors that Win Customer Loyalty
92(28)
It's What You Do
Get Others to Give Great Service
120(30)
Roles of the Supervisor, Manager, or Leader
Apply Winning Telephone, E-Mail, and Web Site Techniques
150(25)
Achieving Phone and Internet Responsiveness
Use Written Messages
175(15)
Share Information with Customers in Written Documents
Understand the One-to-One Customer Future
190(20)
Changing Conventions in Customer Service
APPENDIX 210(8)
How to Lead or Participate in an E-Plus
Idea-Generating Meeting
Index 218

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