by
Strouse, Karen G.
Call Number
384.0430688 22
Publication Date
2004
Summary
Annotation "Offering a strategy based on customer-centered marketing, this resource helps professionals assess their company's market potential and target desirable segments successfully. Readers gain practical insight in evaluating their present customer base and learn the best ways to adjust their marketing strategies to eliminate unprofitable customers and attract high-value replacements. Moreover, the book helps planners and managers become attuned to customer demand and presents a service portfolio with a high potential for success."--BOOK JACKET. Title Summary field provided by Blackwell North America, Inc. All Rights Reserved.
Format:
Electronic Resources
Relevance:
134465.2031
by
Firth, Miriam.
Call Number
338.4791 FIR
Publication Date
2020
Summary
This book offers insights into the demands made on staff in service encounters in tourism, events and hospitality roles. It hinges upon storied incidents offered by workers about which the reader can reflect and apply theoretical knowledge. Each chapter includes learning objectives, questions and summaries.
Format:
Electronic Resources
Relevance:
3.9010
View Other Search Results
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:
3.5629
by
Video Education Australasia.
Call Number
TR DVD 658.3145 DEA
Publication Date
2004
Summary
Explains how to deal with difficult customers. Various role plays are included and interviews with professionals in the customer service industry.
Format:
Other
Relevance:
3.3891
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
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:
3.3145
8.
by
Garber, Peter R.
Call Number
658.812 21
Publication Date
2007
Format:
Electronic Resources
Relevance:
3.2798
by
Media, IRB.
Call Number
658.3
Publication Date
2022
Format:
Electronic Resources
Relevance:
3.2578
10.
by
Brewer, Edward C., author.
Call Number
658.812 BRE
Publication Date
2021
Summary
This readable and concise research-based book discusses seven simple rules that will help businesses and individuals improve their customer satisfaction and workplace environments - and make the world a little better and more pleasant. An author team with extensive cross-sector experience provides a foundation that will help improve customer service no matter the type of organization or situation, allowing customization according to industry standards and expectations. Although the basic steps are simple - going all the way back to preschool and kindergarten - they can have a significant positive impact on customer service and on basic human interaction. If an employee follows these simple steps, not only will relationships with customers improve, but so will relationships with co-workers, increasing overall organizational satisfaction. Readers who adopt the principles in this book may find that their personal relationships improve as well. The primary audience of this work includes any business that desires to improve customer service. However, anyone who works with people will appreciate the conversational tone and specific illustrative examples in this clear and immediately actionable book.
Format:
Electronic Resources
Relevance:
3.1616
by
Schulze, Horst.
Call Number
658.3
Publication Date
2019
Summary
In Excellence Wins, cofounder of The Ritz-Carlton Hotel Company Horst Schulze shares the visionary and disruptive principles that have produced immense global successes over the course of his still prolific fifty-year career.
Format:
Electronic Resources
Relevance:
3.1105
by
Toporek, Adam
Call Number
658.812 TOP
Publication Date
2015
Summary
On the front lines of customer service, every day presents new and unexpected challenges-and even the most dedicated employees can be caught unprepared. They need confidence. They need training. They need help.Be Your Customer's Hero answers the call. The book provides customer-facing professionals with short, simple, actionable advice designed to transform them into heroes in the eyes of the customers they serve.
Format:
Electronic Resources
Relevance:
2.6963
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