by
Conlow, Rick.
Call Number
658.812
Publication Date
2013
Format:
Electronic Resources
Relevance:
74599.0547
by
Doane, Darryl.
Call Number
658.43
Publication Date
2008
Summary
These are trying times. The economy has created an environment that forces customers to make more decisions, be more selective and cut back on items they may not have given a second thought to only a year ago. How can you ensure your company survives and thrives? The Constant Customer has the answer. It lays out the necessary guidelines to establishing the proper environment for the constant customer who comes back again and again and again. This book contains guidelines, suggestions, insights and actions to help you. It also offers actions to be taken immediately including always taking care
Format:
Electronic Resources
Relevance:
3.9133
View Other Search Results
by
Buttle, Francis.
Call Number
658.812
Publication Date
2004
Summary
Customer Relationship Management: Concepts and Tools is a breakthrough book that makes transparent the complexities of customer relationship management. The book views customer relationship management as the core business strategy that integrates internal processes and functions, and external networks, to create and deliver value to targeted customers at a profit. Customer relationship management is grounded on high quality customer data and enabled by information technology. The book is a comprehensive and fully developed textbook on customer relationship management . Although, it shows the roles of customer data and information technology in enabling customer relationship management implementation, it does not accept that customer relationship management is just about IT. Rather it is about an IT- and data-enabled approach to customer acquisition, customer retention and customer development.Because customer relationship management is a core business strategy the book demonstrates how it has influence across the entire business, in areas such as strategic, marketing, operations, human resource, and IT management. Customer relationship management 's influence also extends beyond the company to touch on partner and supplier relationships. An Instructor's PowerPoint pack is available to lecturers who adopt the book. Accredited lecturers can download this by going to http://books.elsevier.com/manuals'isbn=075065502X to request access.
Format:
Electronic Resources
Relevance:
3.6357
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
Gulati, Ranjay.
Call Number
658.812
Publication Date
2010
Format:
Electronic Resources
Relevance:
3.3175
by
Yastrow, Steve.
Call Number
658.812
Publication Date
2007
Format:
Electronic Resources
Relevance:
3.2916
9.
by
Garber, Peter R.
Call Number
658.812 21
Publication Date
2007
Format:
Electronic Resources
Relevance:
3.2798
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
Media, IRB.
Call Number
658.81200000000001
Publication Date
2022
Format:
Electronic Resources
Relevance:
3.2122
by
Rossman, J. Robert.
Call Number
658.812
Publication Date
2019
Summary
J. Robert Rossman and Mat Duerden present a comprehensive and accessible introduction to experience design. They synthesize the fundamental theories and methods from multiple disciplines and lay out a process for designing experiences from start to finish.
Format:
Electronic Resources
Relevance:
3.1891
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