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