| Description |
1 online resource (ix, 163 pages) : illustrations |
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data file rda |
| 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? |
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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. |
| 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. |
| Bibliography |
Includes bibliographical references. |
| Subject |
Customer services -- Study and teaching -- Problems, exercises, etc.
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Customer relations -- Study and teaching -- Problems, exercises, etc.
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Service industries workers -- Training of -- Problems, exercises, etc.
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Service à la clientèle -- Étude et enseignement -- Problèmes et exercices. |
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Services (Industrie) -- Personnel -- Formation -- Problèmes et exercices. |
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Customer relations -- Study and teaching |
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Customer services -- Study and teaching |
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Service industries workers -- Training of |
| Genre |
Problems and exercises
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| Added Title |
Twenty-five reproducible activities for customer service excellence |
| Other Form: |
Print version: Garber, Peter R. 25 reproducible activities for customer service excellence. Amherst, MA : HRD Press, ©2005 0874258480 (OCoLC)71736562 |
| ISBN |
9781599965048 (electronic bk.) |
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1599965046 (electronic bk.) |
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