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20 Training Workshops for Customer Care [Trade-only material]

  • Formatas: Trade-only material, 300 pages, aukštis: 300 mm, weight: 1928 g, figs.
  • Išleidimo metai: 13-Dec-1990
  • Leidėjas: Ashgate Publishing Limited
  • ISBN-10: 0566028972
  • ISBN-13: 9780566028977
Kitos knygos pagal šią temą:
20 Training Workshops for Customer CareDidesnis paveikslėlis
  • Formatas: Trade-only material, 300 pages, aukštis: 300 mm, weight: 1928 g, figs.
  • Išleidimo metai: 13-Dec-1990
  • Leidėjas: Ashgate Publishing Limited
  • ISBN-10: 0566028972
  • ISBN-13: 9780566028977
Kitos knygos pagal šią temą:
Pastovi nuoroda: https://www.kriso.lt/db/9780566028977.html
Raktažodžiai:
Preface vii
Introduction ix
Overview of the Workshops xiii
Index to the Workshops xviii
The difference is you
1(14)
What hinders good service?
15(14)
What do people really buy?
29(20)
Who are my customers?
49(20)
Seeing the customer's point of view
69(18)
Moments of truth
87(20)
Taking responsibility for customer satisfaction
107(20)
What do my customers think of me?
127(18)
Thinking sales
145(16)
The nature of persuasion
161(24)
Making the offering attractive
185(16)
Complaints and you
201(20)
Customers and the telephone
221(20)
Assertiveness and customer care
241(32)
The importance of body language
273(22)
Beating the clock
295(20)
The 1,000% factor
315(20)
Teamwork and the supplier/customer chain
335(22)
Managing customer care
357(36)
Keeping the pot on the boil
393(20)
Appendix I Suggested programmes 413(2)
Appendix II Glossary of terms 415