Description

Book Synopsis


Table of Contents
Table of Contents
  1. Appreciate Why Customer Service Matters
PART I: L=LITTLE THINGS
  1. Use Behaviors That Engage Your Customers
  2. Listen to Your Customer ( a Big "little thing")
  3. Use the Telephone Correctly for Good Service
  4. Use Friendly Web Sites and Electronic Communication
PART II=INSIGHT
  1. Recognize and Deal with Customer Turnoffs
  2. Insight into Emerging Trends in Customer Service
PART III=FEEDBACK
  1. Get Customer Feedback
  2. Recover the Potentially Lost Customer
PART IV=EXPECTATIONS
  1. Exceed Expectations with Value
  2. Exceed Expectations with Information
  3. Exceed Expectations with Convenience and Timing
PART V=LIVING LIFE AND LEADING OTHERS
  1. Influencing Others to Give Great Service

Customer Service

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    £999.99

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    A Paperback by Paul R. Timm

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      Publisher: Pearson Education
      Publication Date: Publication Date: 7/12/2013 12:00:00 AM
      ISBN13: 9780133056259, 978-0133056259
      ISBN10: 0133056252
      Also in:
      Business, Finance & Law Business communication, etiquette and presentation

      Description

      Book Synopsis


      Table of Contents
      Table of Contents
      1. Appreciate Why Customer Service Matters
      PART I: L=LITTLE THINGS
      1. Use Behaviors That Engage Your Customers
      2. Listen to Your Customer ( a Big "little thing")
      3. Use the Telephone Correctly for Good Service
      4. Use Friendly Web Sites and Electronic Communication
      PART II=INSIGHT
      1. Recognize and Deal with Customer Turnoffs
      2. Insight into Emerging Trends in Customer Service
      PART III=FEEDBACK
      1. Get Customer Feedback
      2. Recover the Potentially Lost Customer
      PART IV=EXPECTATIONS
      1. Exceed Expectations with Value
      2. Exceed Expectations with Information
      3. Exceed Expectations with Convenience and Timing
      PART V=LIVING LIFE AND LEADING OTHERS
      1. Influencing Others to Give Great Service

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