Coverart for item
The Resource 25 reproducible activities for customer service excellence, Peter R. Garber, (electronic resource)

25 reproducible activities for customer service excellence, Peter R. Garber, (electronic resource)

Label
25 reproducible activities for customer service excellence
Title
25 reproducible activities for customer service excellence
Statement of responsibility
Peter R. Garber
Title variation
Twenty-five reproducible activities for customer service excellence
Creator
Subject
Genre
Language
eng
Summary
Training Objectives: Provide opportunities for individuals to try out new skills without cost to either the organization or the individual; Provide training in areas that can only be developed by practice; Obtain feedback from observers to aid personal development; Enable participants to test their skills in a variety of real-life situations; Enable participants to practice in a risk-free environment. Select role-plays to develop skills in each of the five main interview types: Selection; Discipline; Appraisal; Separation; Counseling. Time Guidelines: Each role play takes between 11/2 and 2 ho
http://library.link/vocab/creatorName
Garber, Peter R
Dewey number
658.8/12/076
Illustrations
illustrations
Index
no index present
Literary form
non fiction
Nature of contents
dictionaries
http://library.link/vocab/subjectName
  • Customer services
  • Customer relations
  • Service industries workers
Label
25 reproducible activities for customer service excellence, Peter R. Garber, (electronic resource)
Instantiates
Publication
Contents
  • Table of Contents; Preface; Introduction; Part 1 -- Communication; 1 The Customer'sFirst Perceptions; 2 Customer Paradigms; 3 Listening to theCustomer; 4 Say It Again; 5 Finding the Customer; 6 Rumors; 7 Learning to Listen; Part 2 Phone Power; 8 Greetings; 9 Telephone Tag; 10 Telephone Messages; 11 Telephone Listening; 12 Phone Skills; Part 3 Customer Service Skills; 13 Customer Reflections; 14 Characteristics ofSuccessful Customer Service; 15 Five Steps to BetterCustomer Service; 16 Customer ServiceDiseases; 17 Buying Personalities; Part 4 Customer Service Strategies; 18 Who's the Customer?
  • 19 Customer Complaints20 Customer Service Personalities; 21The ABCs of Customer Service; Part 5 Achieving Results; 22 Self-Fulfilling Prophecies; 23 Word Games; 24 Winning and Losing with the Customer; 25 Buying Decisions
Control code
ocn757519491
Dimensions
unknown
Extent
1 online resource (ix, 163 pages)
Form of item
online
Isbn
9781599965048
Note
eBooks on EBSCOhost
Other physical details
illustrations
Sound
unknown sound
Specific material designation
remote
System control number
(OCoLC)757519491
Label
25 reproducible activities for customer service excellence, Peter R. Garber, (electronic resource)
Publication
Contents
  • Table of Contents; Preface; Introduction; Part 1 -- Communication; 1 The Customer'sFirst Perceptions; 2 Customer Paradigms; 3 Listening to theCustomer; 4 Say It Again; 5 Finding the Customer; 6 Rumors; 7 Learning to Listen; Part 2 Phone Power; 8 Greetings; 9 Telephone Tag; 10 Telephone Messages; 11 Telephone Listening; 12 Phone Skills; Part 3 Customer Service Skills; 13 Customer Reflections; 14 Characteristics ofSuccessful Customer Service; 15 Five Steps to BetterCustomer Service; 16 Customer ServiceDiseases; 17 Buying Personalities; Part 4 Customer Service Strategies; 18 Who's the Customer?
  • 19 Customer Complaints20 Customer Service Personalities; 21The ABCs of Customer Service; Part 5 Achieving Results; 22 Self-Fulfilling Prophecies; 23 Word Games; 24 Winning and Losing with the Customer; 25 Buying Decisions
Control code
ocn757519491
Dimensions
unknown
Extent
1 online resource (ix, 163 pages)
Form of item
online
Isbn
9781599965048
Note
eBooks on EBSCOhost
Other physical details
illustrations
Sound
unknown sound
Specific material designation
remote
System control number
(OCoLC)757519491

Library Locations

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      Albany, Auckland, 0632, NZ
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