Customer service management training 101 : quick and easy techniques that get great results /

By:

Evenson, Renee

Material type: Text

TextPublication details: New York : AMACOM, c2012.Description: ix, 214 pISBN:

9780814417157 (pbk.)
0814417159 (pbk.)

Subject(s):

DDC classification:

658.3'1245 EVE

LOC classification:

HF5415.5 .E894 2012

Summary: 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.

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Item type	Current library	Collection	Call number	Copy number	Status	Barcode
Monograph & others	CBN ABEOKUTA BRANCH LIBRARY New Materials Shelf	Non-fiction	658.3'1245 EVE (Browse shelf(Opens below))	c.1	Available	31008100757158
Monograph & others	CBN AKURE BRANCH LIBRARY General Stacks	Non-fiction	658.3'1245 EVE (Browse shelf(Opens below))	c.1	Available	31008100546205
Monograph & others	CBN ASABA BRANCH LIBRARY General Stacks	Non-fiction	658.3'1245 EVE (Browse shelf(Opens below))	c.1	Available	31008100480850
Monograph & others	CBN BAUCHI BRANCH LIBRARY General Stacks	Non-fiction	658.3'1245 EVE (Browse shelf(Opens below))	c.1	Available	31008100388095
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Monograph & others	CBN CALABAR BRANCH LIBRARY General Stacks	Non-fiction	658.3'1245 EVE (Browse shelf(Opens below))	c.1	Available	31008101030902
Monograph & others	CBN ENUGU BRANCH LIBRARY General Stacks	Non-fiction	658.3'1245 EVE (Browse shelf(Opens below))	c.1	Available	31008100627369
Monograph & others	CBN HQ Library General Stacks	Non-fiction	658.3'1245 EVE (Browse shelf(Opens below))	c.1	Available	31008100042494
Monograph & others	CBN HQ Library General Stacks	Non-fiction	658.3'1245 EVE (Browse shelf(Opens below))	c.2	Available	31008100042502
Monograph & others	CBN IBADAN BRANCH LIBRARY General Stacks	Non-fiction	658.3'1245 EVE (Browse shelf(Opens below))	c.1	Available	31008100746219
Monograph & others	CBN ILORIN BRANCH LIBRARY General Stacks	Non-fiction	658.3'1245 EVE (Browse shelf(Opens below))		Available	31008100828967
Monograph & others	CBN JOS BRANCH LIBRARY General Stacks	Non-fiction	658.3'1245 EVE (Browse shelf(Opens below))	c.1	Available	31008100379037
Monograph & others	CBN KADUNA BRANCH LIBRARY General Stacks	Non-fiction	658.3'1245 EVE (Browse shelf(Opens below))		Available	31008101170229
Monograph & others	CBN KANO BRANCH LIBRARY General Stacks	Non-fiction	658.3'1245 EVE (Browse shelf(Opens below))	c.1	Available	31008100666367
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Monograph & others	CBN LAGOS LAISON OFFICE LIBRARY General Stacks	Non-fiction	658.3'1245 EVE (Browse shelf(Opens below))		Available	31008100689351
Monograph & others	CBN LAGOS LEARNING CENTRE LIBRARY General Stacks	Non-fiction	658.3'1245 EVE (Browse shelf(Opens below))	c.1	Available	31008100704416
Monograph & others	CBN MAIDUGURI BRANCH LIBRARY General Stacks	Non-fiction	658.3'1245 EVE (Browse shelf(Opens below))	c.1	Available	31008100445432
Monograph & others	CBN MAKURDI BRANCH LIBRARY General Stacks	Non-fiction	658.3'1245 EVE (Browse shelf(Opens below))	c.1	Available	31008100360722
Monograph & others	CBN MINNA BRANCH LIBRARY General Stacks	Non-fiction	658.3'1245 EVE (Browse shelf(Opens below))	c.1	Available	31008100586672
Monograph & others	CBN OWERRI BRANCH LIBRARY General Stacks	Non-fiction	658.3'1245 EVE (Browse shelf(Opens below))	c.1	Available	31008100473830
Monograph & others	CBN PORTHARCOURT BRANCH LIBRARY General Stacks	Non-fiction	658.3'1245 EVE (Browse shelf(Opens below))	c.1	Available	31008100437330
Monograph & others	CBN SOKOTO BRANCH LIBRARY General Stacks	Non-fiction	658.3'1245 EVE (Browse shelf(Opens below))		Available	31008100397104
Monograph & others	CBN UYO BRANCH LIBRARY General Stacks	Non-fiction	658.3'1245 EVE (Browse shelf(Opens below))	c.1	Available	31008100453279
Monograph & others	CBN YOLA BRANCH LIBRARY General Stacks	Non-fiction	658.3'1245 EVE (Browse shelf(Opens below))	c.1	Available	31008100487590

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Previous	658.312'43 PRO Proceedings :	658.31'245 BOW Developing and training the supervisor /	658.3'1245 EVE Customer service management training 101 :	658.3'1245 EVE Customer service management training 101 :	658.312'4'940 ORG Training possibilties in Europe;	658.3'125 ADE Performance management /	658.3'125 ADE Performance management /	Next

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.

oif 08/09/14

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