by
Cartwright, Roger.
Call Number
658.812 CAR
Publication Date
2000
Format:
Books
Relevance:
155272.1406
by
National Tourist Industry Training Committee.
Call Number
TR DVD 658.812 BUS
Publication Date
1987
Summary
Demonstrates the art of customer service.
Format:
Other
Relevance:
114672.6094
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Call Number
TR DVD 658.85 MOR
Publication Date
1989 1988 1987 1986 1985
Summary
John Cleese shows a variety of methods for dealing with awkward customers.
Format:
Other
Relevance:
3.5658
Call Number
TR DVD 658.812 CUS
Publication Date
2009 2008 2007 2006 2005
Summary
This program features the seven service skills. These are the basic courtesies and people skills that makes customer feel important, appreciated and understood.
Format:
Other
Relevance:
3.4483
Call Number
TR DVD 658.812 TRI
Publication Date
2006
Summary
This program gives a simple plan for dealing with tricky customers. Many behaviours qualify as tricky. Customers may be impatient, rude, ungrateful, complaining or just hard to please. The behaviour that most people find hard to manage is the angry or irate customer. This program shows how easy it is for the service giver to be drawn into an argument. The focus then moves from the issue at hand to who is going to win or lose. Take the H.E.A.T. is a simple plan for dealing with angry or irate customers. Hear them out, Empathise, Apologise, Take action. The techniques in this program will have a positive influence on most tricky customers. They will feel they are being dealt with professionally and the service giver will know they have done their best. This combination will secure the best outcome.
Format:
Other
Relevance:
3.3669
by
Brinkman, Rick.
Call Number
658.812 BRI
Publication Date
2006
Format:
Books
Relevance:
3.3308
by
Irons, Ken.
Call Number
658.812 IRO
Publication Date
1997
Format:
Books
Relevance:
3.2881
by
Iacono, Paul.
Call Number
TR DVD 658.812 COM
Publication Date
2005
Summary
Everyone talks about "customer service." What is it? As the frontline employee, the customer service representative is the most valuable and visible person to the customers - the one they go to first for every type of information and assistance. Viewers will see how to provide exceptional customer service with a smile, a professional appearance, and a positive attitude. It covers the basics - fielding questions, solving problems, cheerfully responding to customer requests - and much more.
Format:
Other
Publisher description and instructor's guide http://www.meridianeducation.com/id/5698/Commendable_Customer_Service.htm
Relevance:
3.2187
by
Haislmaier, Jerrold
Call Number
TR DVD 658.85 MOM
Publication Date
1968
Summary
Summary: This video is based on the writings of Karl Albrect and his code of quality service. Covering many areas of the hospitality industry illustrating how quality customer service can make a difference. You are given 10 essential customer service rules to follow.
Format:
Other
Relevance:
3.2060
by
Marvin, Bill.
Call Number
647.950688 MAR
Publication Date
1992
Format:
Books
Table of Contents http://www.loc.gov/catdir/toc/onix04/91029481.html
Publisher description http://www.loc.gov/catdir/description/wiley033/91029481.html
Publisher description http://www.loc.gov/catdir/description/wiley033/91029481.html
Relevance:
3.1755
by
Raab, Gerhard.
Call Number
658.812 CUS
Publication Date
2008
Format:
Books
Relevance:
2.7308
by
Saville, James.
Call Number
658 SAV
Publication Date
2002
Summary
Managing effectively: customer service, continuous improvement, innovation and change
Format:
Books
Relevance:
2.7137
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