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Author Ukens, Lorraine L.

Title 101 ways to improve customer service : training, tools, tips, and techniques / Lorraine L. Ukens. [O'Reilly electronic resource]

Imprint San Francisco, CA : Pfeiffer ; Hoboken, NJ : J. Wiley & Sons, ©2007.
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Available on O'Reilly for Public Libraries
Bookmark link: https://library.naperville-lib.org:444/record=b3149012~S1
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Description 1 online resource (xxiv, 366 pages) : illustrations
Series Essential resources for training and HR professionals
Pfeiffer essential resources for training and HR professionals.
Contents 101 Ways to Improve Customer Service; Contents; Contents for the CD-ROM; Introduction: Getting the Most from This Resource; Topical Index of Interventions; Section I: Awareness; Section II: Communication; Section III: Planning; Section IV: Problem Solving; Section V: Quality; Section VI: Teamwork; Appendix A: Internal Customer Service; Appendix B: Call Centers; Appendix C: Retail; Appendix D: Sales; About the Author; How to Use the CD-ROM.
Summary 101 Ways to Improve Customer Service provides a variety of training and development interventions that can be put to use right now with frontline service employees. Your customer service representatives directly influence the perception that customers have of your products and services and ultimately your company. It is vital that your employees develop service strategies to create a positive image, communicate effectively, and build customer rapport to support the underlying values and beliefs of your organization.
Subject Customer services.
Employees -- Training of.
Inservice Training
Service à la clientèle.
Personnel -- Formation.
Customer services
Employees -- Training of
Kundenorientierung
Added Title One hundred and one ways to improve customer service
Other Form: Print version: Ukens, Lorraine L. 101 ways to improve customer service. San Francisco, CA : Pfeiffer ; Hoboken, NJ : J. Wiley & Sons, ©2007 9780787982003 0787982008 (DLC) 2007000641 (OCoLC)77012750
ISBN 9780787994822 (electronic bk.)
0787994820 (electronic bk.)
9786610916108
6610916101
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