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9780538725279

Customer Relations & Rapport

by
  • ISBN13:

    9780538725279

  • ISBN10:

    0538725273

  • Format: Paperback
  • Copyright: 2001-12-12
  • Publisher: Cengage Learning
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Summary

Now, more than ever, it pays to listen to your customers. In today's consumer environment, customers hold the key to your most valuable resources. They provide feedback, knowledge, and commerce, all which contribute to the success of your business. Customer Relations & Rapport will teach you and your employees how to build, maintain, and nurture your customer relationships, as well as how to handle dissatisfied customers. The insights to a rewarding business are within your customers, learn how to tap into these resources and succeed in the consumer world. Customer Relations & Rapport is one title in the Professional Development Series by South-Western. This series is the perfect resource for learning the non-technical strategies and tactics needed to compete in today's business world

Table of Contents

Preface vii
Pre-Assessment Activity x
Customer Service Versus Customer Relations
1(12)
Customer Service and Customer Relations
2(1)
Customers and Clients
3(1)
Business Relationships in a Democratic Society
4(3)
Organizational Customer Relations Philosophies
7(2)
Customer Service and Honesty
9(4)
Employee Responsibilities in Customer Relations
13(14)
Employee Orientation Programs
14(2)
Employee Training in Customer Relations
16(3)
Training in Product and Service Benefits
19(2)
Financial and Policy Concerns
21(1)
Employee Cross Training
22(1)
Employee Accountability
23(2)
Employee Sense of Ownership
25(2)
Applying Communication Skills
27(16)
The Communication Process
28(1)
Communication Channels
29(1)
The Diffusion Process
30(2)
Information Overload
32(1)
Importance of Speaking
33(4)
Nonverbal Communication Cues
37(2)
Effective Writing
39(2)
Consistent Messages
41(2)
Emphasizing Telephone Expertise
43(14)
Basic Telephone Skills
44(3)
Incoming Calls--Live
47(3)
Incoming Calls--Voice Mail
50(1)
Phone Trees
51(1)
Returning Calls
52(1)
Cellular Calls
53(4)
Integrating New Technologies
57(16)
Electronic Mail Use
58(3)
Web Sites
61(4)
Presentation Software
65(2)
Teleconferences
67(2)
Loudspeakers, Intercoms, and Radios
69(4)
Maximizing Feedback Channels
73(16)
General Research Principles
74(3)
Individual Communication, Committees/Boards, and Focus Groups
77(2)
Suggestion Boxes and Surveys
79(4)
Incoming Mail and Electronic Mail
83(1)
Incoming Telephone Calls
83(1)
Media Content Analysis
84(1)
Secret Shoppers
85(1)
Reporting and Using Results
86(3)
Handling Customer Complaints
89(10)
The Impact of Unknown Complaints
90(1)
Promoting Complaint Channels and Policies
91(1)
Accepting Complaints
92(3)
Developing Solutions
95(1)
Delegating and Following Up
96(1)
Using Complaints as Research
97(2)
Incorporating Public Relations and Marketing
99(13)
Definitions of Public Relations and Marketing
100(2)
Differences Between Public Relations and Marketing
102(2)
Stereotypes of Public Relations and Marketing
104(1)
The Four-Step Public Relations Process
105(1)
Public Relations and Marketing Functions
106(2)
Public Relations and Marketing Channels
108(2)
The Impact on Customer Relations
110(2)
Case Studies 112(5)
Endnotes 117(4)
Online Resources 121(4)
Post-Assessment Activity 125

Supplemental Materials

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