| 000 | 02633nam a2200253 a 4500 | ||
|---|---|---|---|
| 001 | vtls000060328 | ||
| 003 | KUKTEM | ||
| 005 | 20251125093429.0 | ||
| 008 | 120525t2008 njua g 001 0 eng d | ||
| 020 | _a9781601630131 | ||
| 039 | 9 |
_a201710041435 _bAUTHORITY _c201301151130 _dsaini _y201205251152 _zsri |
|
| 040 | _aUMP | ||
| 090 | _aHF5415.5 .B35 2008 | ||
| 100 | 1 | _aBailey, Keith | |
| 245 | 1 | 0 |
_aCustomer service in an instant : _b60 ways to win customers and keep them coming back / _cKeith Bailey & Karen Leland |
| 260 |
_aFranklin Lakes, NJ. : _bCareer Press, _c2008 |
||
| 300 |
_a159 p. : _bill. ; _c21 cm. |
||
| 500 | _aIncludes index | ||
| 500 | _a"Master the four core customer styles. Learn to say ’no’ with service. Bounce back from service breakdowns." | ||
| 505 | 0 | _aAssess your working style -- Avoid negative filters -- Backtrack key words -- Be Web wise -- Beware of burnout -- Bridge the language barrier -- Build a bridge -- Choose your level of conversation -- Conquer complaining customers -- Counter coworker conflict -- Create customer-friendly systems -- Define customer needs -- Deliver constructive criticism -- Ditch your default response -- Evaluate your service skills -- Find and fix e-mail mistakes -- Focus on essence -- Gather feedback -- Get to know the people pleaser -- Go the extra mile -- Handle complaints with care -- Hire some help -- Improve your listening habits -- Inspire a learning environment -- Integrate voicemail excellence -- Keep the service message alive -- Know your stress response -- Learn the art of complaining -- Locate your stress level -- Make your service tangible -- Manage abusive customers -- Master body language basics -- Navigate a heated conversation -- Open to feedback -- Pace your way to better rapport -- Pay attention, really -- Play with the passionate persuader -- Practice the art of the compliment -- Provide empathy -- Raise questions -- Recover from service blunders -- Redefine your service -- Reframe your outlook -- Respect the power player -- Rev up your recognition -- Say "I," not "you" -- Say no with style -- Set expectations on the spot -- Strengthen service habits -- Style step -- Switch filters -- Temper your telephone tone -- Think through outsourcing -- Treat your colleagues as customers -- Tune up your telephone etiquette -- Turn service into sales -- Understand the problem solver -- Upgrade your influence -- Walk your talk -- Work out a working styles profile | |
| 650 | 0 | _aCustomer services | |
| 700 | 1 | _aLeland, Karen | |
| 999 |
_aVIRTUA40 _c64675 _d64681 |
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| 999 | _aVTLSSORT0080*0200*0400*0900*1000*2450*2600*3000*5000*5001*5050*6500*7000*9992 | ||