How to turn customer service into customer sales. attracting new customers training and motivating staff turning complaints into orders Bernard Katz
Material type:
TextPublication details: Jaico Publishing House New Delhi 2002Description: 168 p. HardISBN: - 9788172248246
- 658.812
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Library Annexe | REFERENCE | 658.812/Kat/ 27807 (Browse shelf(Opens below)) | In transit from Main Library to Library Annexe since 22/09/2015 Not For Loan | Reference | 11127807 | |||
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Library Annexe | CUSTOMER R | 658.812 /Kat/ 27808 (Browse shelf(Opens below)) | Available | Customer Relationship Management | 11127808 | |||
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Library Annexe | CUSTOMER R | 658.812/ Kat/ 27809 (Browse shelf(Opens below)) | Available | Customer Relationship Management | 11127809 | |||
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Library Annexe | CUSTOMER R | 658.812/ Kat/ 27810 (Browse shelf(Opens below)) | Available | Customer Relationship Management | 11127810 | |||
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Library Annexe | CUSTOMER R | 658.812/ Kat/ 27811 (Browse shelf(Opens below)) | Available | Customer Relationship Management | 11127811 |
Browsing Library Annexe shelves Close shelf browser (Hides shelf browser)
| 658.812/ Bio/Dah/ 26335 Developing and managing customer relationships : | 658.812/ Mar/ 25181 You can't win a fight with your client & 49 other rules for providing great service | 658.812/ Mat/ 25988 Winning and influencing customers | 658.812/Kat/ 27807 How to turn customer service into customer sales. | 658.827/ Tyb/Cal/ 27222 Kellogg on branding : | 658.83/ Rao/Pra/ 24408 Interntional marketing research | 658.8342/ War/ 25225 The power of the purse |
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.
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