TY  - BOOK
AU  - Katz, Bernard
TI  - How to turn customer service into customer sales: attracting new customers training and motivating staff turning complaints into orders
SN  - 9788172248246
U1  - 658.812 
PY  - 2002///
CY  - New Delhi
PB  - Jaico Publishing House
KW  - Customer Service
KW  -  Customer Relationship Management
N1  - 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
N2  - 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
ER  -