Award-winning customer service : 101 ways to guarantee great performance / Renee Evenson.

Format:

Book

Author/Creator:

Evenson, Renee, 1951-

Language:

English

Subjects (All):

Customer services.

Customer relations.

Employees--Training of.

Employees.

Physical Description:

xvii, 232 p.

Edition:

1st edition

Place of Publication:

New York : AMACOM, c2007.

Language Note:

English

System Details:

text file

Summary:

Delivering top-of-the-line customer service is Job #1 for most companies, an important factor in keeping profits high and customers coming back. Customer service problems can damage not just a company’s reputation but its bottom line, so for busy managers -- and business owners with little time to search for solutions -- some fast help is needed. Award-Winning Customer Service offers scores of quick tips for readers looking to improve and then maintain their company’s level of customer service. The book is chock full of practical advice on important topics such as: * planning and goal setting * effective communication * leadership * preparing for change * continual learning * coaching and development * effective feedback * motivational and problem-solving meetings * conflict resolution * follow-up and staying on top of the game * and more. Containing 101 effective tips in all, unique "When this happens, try this" sections, and encouraging quotes, this is an essential reference for anyone who needs guidance or just a refresher on making customers feel truly valued.

Contents:

Customers: delight your audience

Performance: your role of a lifetime

Planning: a good script begins with thoughtful consideration

Communication: choose the right lines in the cript

Leadership: great performances need great direction

Preparation: things are going to change

Training: learn your lines

Teamwork: the actors make the cast

Motivation: monitoring the process

Feedback: rave reviews and poor reviews

Meetings: on the spot rehearsals

Conflict: every production has turmoil

Commitment: take it from the top

Quick tips: cue cards.

Notes:

Includes index.

Title from title screen.

Includes bibliographical references and index.

Digitized and made available by: Books24x7.com.

ISBN:

9786611128838

9781281128836

128112883X

9780814400609

0814400604

OCLC:

187917119