000 | 01475nam a2200193Ia 4500 | ||
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008 | 150210s9999 xx 000 0 und d | ||
020 | _a9788172248246 | ||
082 | _a658.812 | ||
100 |
_aKatz, Bernard _916988 |
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245 |
_aHow to turn customer service into customer sales. _battracting new customers training and motivating staff turning complaints into orders _cBernard Katz |
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260 |
_bJaico Publishing House _aNew Delhi _c2002 |
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300 |
_a168 p. _bHard |
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505 | _a168 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. | ||
520 | _aHow 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 |
_aCustomer Service, _916989 |
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650 |
_a Customer Relationship Management _916990 |
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942 |
_2ddc _cBK |
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999 |
_c39395 _d39395 |