IES Management College And Research Centre

How to turn customer service into customer sales. (Record no. 39395)

MARC details
000 -LEADER
fixed length control field 01475nam a2200193Ia 4500
008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION
fixed length control field 150210s9999 xx 000 0 und d
020 ## - INTERNATIONAL STANDARD BOOK NUMBER
International Standard Book Number 9788172248246
082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER
Classification number 658.812
100 ## - MAIN ENTRY--PERSONAL NAME
Personal name Katz, Bernard
9 (RLIN) 16988
245 ## - TITLE STATEMENT
Title How to turn customer service into customer sales.
Remainder of title attracting new customers training and motivating staff turning complaints into orders
Statement of responsibility, etc Bernard Katz
260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT)
Name of publisher, distributor, etc Jaico Publishing House
Place of publication, distribution, etc New Delhi
Date of publication, distribution, etc 2002
300 ## - PHYSICAL DESCRIPTION
Extent 168 p.
Other physical details Hard
505 ## - FORMATTED CONTENTS NOTE
Formatted contents note 168 pages : illustrations ; 24 cm<br/>Contents: Planning for customer service --<br/>The marketing context --<br/>Customer expectations of service --<br/>Staff management and training --<br/>Creating and maintaining good customer relations --<br/>Dealing with the customer --<br/>Good and bad communication --<br/>Using the telephone --<br/>Face to face --<br/>Turning complaints into orders --<br/>Troubleshooting.
520 ## - SUMMARY, ETC.
Summary, etc 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.
650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name as entry element Customer Service,
9 (RLIN) 16989
Topical term or geographic name as entry element Customer Relationship Management
9 (RLIN) 16990
942 ## - ADDED ENTRY ELEMENTS (KOHA)
Source of classification or shelving scheme Dewey Decimal Classification
Item type Book
Holdings
Withdrawn status Lost status Source of classification or shelving scheme Damaged status Not for loan Collection code Home library Current library Date acquired Source of acquisition Cost, normal purchase price Total Checkouts Full call number Barcode Date last seen Date last borrowed Price effective from Public note
    Dewey Decimal Classification   Not For Loan   Library Annexe Library Annexe 10/02/2015 Swami Book House/ 137/ 16-January-2015 575.00 1 658.812/Kat/ 27807 11127807 01/06/2018 01/06/2015 10/02/2015 Reference
    Dewey Decimal Classification       Library Annexe Library Annexe 10/02/2015 Swami Book House/ 137/ 16-January-2015 575.00   658.812 /Kat/ 27808 11127808 01/06/2018   10/02/2015 Customer Relationship Management
    Dewey Decimal Classification       Library Annexe Library Annexe 10/02/2015 Swami Book House/ 137/ 16-January-2015 575.00   658.812/ Kat/ 27809 11127809 01/06/2018   10/02/2015 Customer Relationship Management
    Dewey Decimal Classification       Library Annexe Library Annexe 10/02/2015 Swami Book House/ 137/ 16-January-2015 575.00   658.812/ Kat/ 27810 11127810 01/06/2018   10/02/2015 Customer Relationship Management
    Dewey Decimal Classification       Library Annexe Library Annexe 10/02/2015 Swami Book House/ 137/ 16-January-2015 575.00   658.812/ Kat/ 27811 11127811 01/06/2018   10/02/2015 Customer Relationship Management

Circulation Timings: Monday to Saturday: 8:30 AM to 9:30 PM | Sundays/Bank Holiday during Examination Period: 10:00 AM to 6:00 PM