How to turn customer service into customer sales.
Katz, Bernard
How to turn customer service into customer sales. attracting new customers training and motivating staff turning complaints into orders Bernard Katz - New Delhi Jaico Publishing House 2002 - 168 p. Hard
168 pages : illustrations ; 24 cm
Contents: Planning for customer service --
The marketing context --
Customer expectations of service --
Staff management and training --
Creating and maintaining good customer relations --
Dealing with the customer --
Good and bad communication --
Using the telephone --
Face to face --
Turning complaints into orders --
Troubleshooting.
How to turn customer service into customer sales is a complete, practical handbook for achieving excellence in customer service. It provides easy-o-follow, step-by-step procedures for all the necessities of a successful customer relations program: research, hiring, training, executing, and follow-up. Entire chapters are devoted to the special skills of listening, telemarketing, face-to-face selling, and handling objections.
9788172248246
Customer Service,
Customer Relationship Management
658.812
How to turn customer service into customer sales. attracting new customers training and motivating staff turning complaints into orders Bernard Katz - New Delhi Jaico Publishing House 2002 - 168 p. Hard
168 pages : illustrations ; 24 cm
Contents: Planning for customer service --
The marketing context --
Customer expectations of service --
Staff management and training --
Creating and maintaining good customer relations --
Dealing with the customer --
Good and bad communication --
Using the telephone --
Face to face --
Turning complaints into orders --
Troubleshooting.
How to turn customer service into customer sales is a complete, practical handbook for achieving excellence in customer service. It provides easy-o-follow, step-by-step procedures for all the necessities of a successful customer relations program: research, hiring, training, executing, and follow-up. Entire chapters are devoted to the special skills of listening, telemarketing, face-to-face selling, and handling objections.
9788172248246
Customer Service,
Customer Relationship Management
658.812