Customer service management training 101 :
Evenson, Renee
Customer service management training 101 : quick and easy techniques that get great results / - New York : AMACOM, c2012. - ix, 214 p. ;
Includes index.
This 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 valued confidently handling 'difficult' customers and situations interacting effectively face-to-face, and via telephone and e-mail.
9780814417157 (pbk.) 0814417159 (pbk.)
Customer services - management
Executives
Time management.
Leadership.
Communication in management.
HF5415.5 / .E894 2012
658.3'1245 / EVE
Customer service management training 101 : quick and easy techniques that get great results / - New York : AMACOM, c2012. - ix, 214 p. ;
Includes index.
This 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 valued confidently handling 'difficult' customers and situations interacting effectively face-to-face, and via telephone and e-mail.
9780814417157 (pbk.) 0814417159 (pbk.)
Customer services - management
Executives
Time management.
Leadership.
Communication in management.
HF5415.5 / .E894 2012
658.3'1245 / EVE