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How to deliver exceptional customer service

Author: Eberhard E Scheuing; E Patricia Birsner; Ronald D Balsley; American Management Associations. Extension Institute.
Publisher: New York, N.Y. : American Management Association, Extension Institute, 1990.
Edition/Format:   Audiobook on Cassette : Cassette recording : English : 2nd ed
Database:WorldCat
Summary:
Provides guidelines to increase the return on customer-relations dollars.
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Material Type: Audio book, etc.
Document Type: Sound Recording
All Authors / Contributors: Eberhard E Scheuing; E Patricia Birsner; Ronald D Balsley; American Management Associations. Extension Institute.
OCLC Number: 21473179
Description: 6 sound cassettes : analog & 1 workbook.
Contents: Overview --
Setting up a customer service function --
an overview --
Organizing the work environment --
Managing the customer service function --Customer service policies and procedures --
Managing customer service personnel --
staffing --
Managing customer service personnel --
training, motivating, and evaluating --
Communicating with the customer --
an overview --Developing basic oral and written skills --
Beyond the basics of communications --
complaint management --
Beyond the basics of communication --
problem management --
Understanding the customer.
Responsibility: Eberhard E. Scheuing, E. Patricia Birsner, Ronald D. Balsley.

Abstract:

Provides guidelines to increase the return on customer-relations dollars.

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Linked Data


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