The Resource 25 reproducible activities for customer service excellence, Peter R. Garber, (electronic resource/)

25 reproducible activities for customer service excellence, Peter R. Garber, (electronic resource/)

Label
25 reproducible activities for customer service excellence
Title
25 reproducible activities for customer service excellence
Statement of responsibility
Peter R. Garber
Title variation
Twenty-five reproducible activities for customer service excellence
Creator
Subject
Genre
Language
eng
Summary
Training Objectives: Provide opportunities for individuals to try out new skills without cost to either the organization or the individual; Provide training in areas that can only be developed by practice; Obtain feedback from observers to aid personal development; Enable participants to test their skills in a variety of real-life situations; Enable participants to practice in a risk-free environment. Select role-plays to develop skills in each of the five main interview types: Selection; Discipline; Appraisal; Separation; Counseling. Time Guidelines: Each role play takes between 11/2 and 2 ho
Dewey number
658.8/12/076
Illustrations
illustrations
Index
no index present
LC call number
HF5415.5
LC item number
.G37 2005
Literary form
non fiction
Nature of contents
dictionaries
Label
25 reproducible activities for customer service excellence, Peter R. Garber, (electronic resource/)
Link
http://library.quincycollege.edu:2048/login?url=http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=320190
Instantiates
Publication
Carrier category
online resource
Carrier category code
cr
Carrier MARC source
rdacarrier
Content category
text
Content type code
txt
Content type MARC source
rdacontent
Contents
  • Table of Contents; Preface; Introduction; Part 1 -- Communication; 1 The CustomersFirst Perceptions; 2 Customer Paradigms; 3 Listening to theCustomer; 4 Say It Again; 5 Finding the Customer; 6 Rumors; 7 Learning to Listen; Part 2 Phone Power; 8 Greetings; 9 Telephone Tag; 10 Telephone Messages; 11 Telephone Listening; 12 Phone Skills; Part 3 Customer Service Skills; 13 Customer Reflections; 14 Characteristics ofSuccessful Customer Service; 15 Five Steps to BetterCustomer Service; 16 Customer ServiceDiseases; 17 Buying Personalities; Part 4 Customer Service Strategies; 18 Whos the Customer?
  • 19 Customer Complaints20 Customer Service Personalities; 21The ABCs of Customer Service; Part 5 Achieving Results; 22 Self-Fulfilling Prophecies; 23 Word Games; 24 Winning and Losing with the Customer; 25 Buying Decisions
Control code
ocn757519491
Dimensions
unknown
Extent
1 online resource (access may be restricted)
Form of item
online
Governing access note
Access restricted to subscribing institution
Media category
computer
Media MARC source
rdamedia
Media type code
c
Sound
unknown sound
Specific material designation
remote
Stock number
CL0500000115
Label
25 reproducible activities for customer service excellence, Peter R. Garber, (electronic resource/)
Link
http://library.quincycollege.edu:2048/login?url=http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=320190
Publication
Carrier category
online resource
Carrier category code
cr
Carrier MARC source
rdacarrier
Content category
text
Content type code
txt
Content type MARC source
rdacontent
Contents
  • Table of Contents; Preface; Introduction; Part 1 -- Communication; 1 The CustomersFirst Perceptions; 2 Customer Paradigms; 3 Listening to theCustomer; 4 Say It Again; 5 Finding the Customer; 6 Rumors; 7 Learning to Listen; Part 2 Phone Power; 8 Greetings; 9 Telephone Tag; 10 Telephone Messages; 11 Telephone Listening; 12 Phone Skills; Part 3 Customer Service Skills; 13 Customer Reflections; 14 Characteristics ofSuccessful Customer Service; 15 Five Steps to BetterCustomer Service; 16 Customer ServiceDiseases; 17 Buying Personalities; Part 4 Customer Service Strategies; 18 Whos the Customer?
  • 19 Customer Complaints20 Customer Service Personalities; 21The ABCs of Customer Service; Part 5 Achieving Results; 22 Self-Fulfilling Prophecies; 23 Word Games; 24 Winning and Losing with the Customer; 25 Buying Decisions
Control code
ocn757519491
Dimensions
unknown
Extent
1 online resource (access may be restricted)
Form of item
online
Governing access note
Access restricted to subscribing institution
Media category
computer
Media MARC source
rdamedia
Media type code
c
Sound
unknown sound
Specific material designation
remote
Stock number
CL0500000115

Library Locations

    • Massasoit Community College Brockton CampusBorrow it
      1 Massasoit Blvd., Brockton, MA, 02301, US
      42.07562679999999 -70.99027629999999
    • Nease Library - Eastern Nazarene College Borrow it
      23 East Elm Ave. , Quincy, MA, 02170, US
      42.271089 -71.012428
    • Plymouth Public LibraryBorrow it
      132 South Street, Plymouth, MA, 02360, US
      41.9422191 -70.6578858
    • Quincy College Library Borrow it
      1250 Hancock St. 3rd Fl Rm#347, Quincy, MA, 02169, US
      42.2513682 -70.9962875
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