Ditemukan 6 dokumen yang sesuai dengan query
Evenson, Renee, 1951-
New York: Amacom, 2012
658.31245 EVE c
Buku Teks Universitas Indonesia Library
Evenson, Renee, 1951-
"
Your service team may represent the first, last, or only interaction point between your customers and your company. Your front-line service professionals make or break countless opportunities, leads, sales, and relationships every day. Completely revised and updated to meet the challenges of a new service landscape, the second edition of "Customer Service Training 101" presents proven techniques for creating unforgettable customer experiences. The book covers every aspect of face-to-face, phone, Internet, and self-service customer relations, ...
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New York: American Management Association, 2011
e20440378
eBooks Universitas Indonesia Library
Evenson, Renee, 1951-
"
Let?s face it, dealing with customers isn?t easy. They aren?t always right?or even pleasant?but knowing the right words to use can make all the difference. Powerful Phrases for Effective Customer Service shares over 700 phrases and scripts that have been proven time and again to defuse even the most difficult interactions. Covering 30 challenging customer behaviors and 20 tough employee-caused situations, this indispensible reference makes it easy for readers to assess the circumstances, find the ...
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New York: American Management Association, 2012
e20437157
eBooks Universitas Indonesia Library
Evenson, Renee, 1951-
"
Becoming a great customer service manager requires a mastery of skills beyond those needed by frontline employees. Filled with the same accessible, step-by-step guidance as "Customer Service Training 101", this user-friendly book shows readers how to develop the skills they need to communicate, lead, train, motivate, and manage those employees responsible for customer satisfaction. Designed for new managers and veterans alike, "Customer Service Management Training 101" covers essential topics, including: Planning and goal setting; Time ...
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New York: American Management Association, 2012
e20436774
eBooks Universitas Indonesia Library
Evenson, Renee, 1951-
"
Busy managers and customer service instructors in charge of training their customer service employees will find powerful tools and advice in "Customer Service Training 101". This inspiring, comprehensive training manual offers readers an easy-to-implement approach for equipping their people with the skills they need to excel in this important role. This book addresses important customer service areas including: making a good first impression projecting a positive attitude developing trust, establishing rapport, and making customers feel ...
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New York: American Society for Training and Development, 2005
e20441696
eBooks Universitas Indonesia Library
Evenson, Renee, 1951-
"
Delivering top-of-the-line customer service is Job #1 for most companies, an important factor in keeping profits high and customers coming back. Customer service problems can damage not just a company?s reputation but its bottom line, so for busy managers -- and business owners with little time to search for solutions -- some fast help is needed. ...
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Philadelphia: Society for Industrial and Applied Mathematics, 2007
e20443400
eBooks Universitas Indonesia Library
