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101 ways to improve customer service : training, tools, tips, and techniques

Author: Lorraine L Ukens
Publisher: San Francisco, CA : Pfeiffer ; Hoboken, NJ : J. Wiley & Sons, ©2007.
Series: Pfeiffer essential resources for training and HR professionals.
Edition/Format:   eBook : Document : EnglishView all editions and formats
Database:WorldCat
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  Read more...
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Genre/Form: Electronic books
Additional Physical Format: Print version:
Ukens, Lorraine L.
101 ways to improve customer service.
San Francisco, CA : Pfeiffer ; Hoboken, NJ : J. Wiley & Sons, ©2007
(DLC) 2007000641
(OCoLC)77012750
Material Type: Document, Internet resource
Document Type: Internet Resource, Computer File
All Authors / Contributors: Lorraine L Ukens
ISBN: 9780787994822 0787994820 9786610916108 6610916101
OCLC Number: 168337413
Description: 1 online resource (xxiv, 366 pages) : illustrations.
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.
Series Title: Pfeiffer essential resources for training and HR professionals.
Other Titles: One hundred and one ways to improve customer service
Responsibility: Lorraine L. Ukens.
More information:

Abstract:

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.

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