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220922 ||| eng |
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|a 9781599965048
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| 050 |
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|a HF5415.5
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|a Garber, Peter R.
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|a 25 reproducible activities for customer service excellence
|c Peter R. Garber
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|a Twenty-five reproducible activities for customer service excellence
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| 260 |
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|a Amherst, MA
|b HRD Press
|c 2005
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| 300 |
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|a ix, 163 pages
|b illustrations
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|a 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
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|a Includes bibliographical references
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|a 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?
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| 653 |
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|a BUSINESS & ECONOMICS / Customer Relations / bisacsh
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| 653 |
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|a Customer services / Study and teaching / fast
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| 653 |
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|a Customer relations / Study and teaching / Problems, exercises, etc
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| 653 |
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|a Customer services / Study and teaching / Problems, exercises, etc
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| 653 |
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|a Customer relations / Study and teaching / fast
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| 653 |
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|a Service industries workers / Training of / fast
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| 653 |
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|a Service à la clientèle / Étude et enseignement / Problèmes et exercices
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| 653 |
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|a Services (Industrie) / Personnel / Formation / Problèmes et exercices
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| 653 |
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|a Service industries workers / Training of / Problems, exercises, etc
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| 041 |
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|a eng
|2 ISO 639-2
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| 989 |
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|b OREILLY
|a O'Reilly
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| 776 |
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|z 0874258480
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| 776 |
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|z 9780874258486
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| 776 |
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|z 9781599965048
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| 776 |
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|z 1599965046
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| 856 |
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|u https://learning.oreilly.com/library/view/~/9780874258486/?ar
|x Verlag
|3 Volltext
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|a 331
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|a 658.812
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|a 330
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|a 658.8/12/076
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|a 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
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