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Título 101 ways to improve customer service: training, tools, tips, and techniquesLibros / Impreso - Libros
Autor(es) Ukens, Lorraine L. (Autor)
Publicación San Francisco, California : Pfeiffer / Wiley, ©2007
Descripción Física xxiv, 366 p. : il. ; 27 cm. : + 1 CD-ROM (4 3/4 plg.)
Idioma Inglés;
Series Pfeiffer essential resources for training and HR professionals
ISBN 0787982008
Clasificación(es) 658.812
ADMINISTRACION
Materia(s) Liderazgo; Servicio al cliente; Capacitación de empleados;
Nota(s) CONTENIDO: Awareness. Training 1 Collection inspection : observation -- Training 2 Conjecture lecture : first impressions -- Training 3 Information, please : observation and information gathering -- Training 4 It's a jungle out there : stereotyping -- Training 5 Just my luck : personal perspective -- Training 6 Making sense of it : sensory acuity -- Training 7 See saw : visual perception -- Training 8 Stressing the positive : workplace stressors -- Training 9 What mow? : perceptual expectations -- Tool 10 On the line : credibility -- Tool 11 Power up : assertiveness -- Tip 12 Flex your mind : mental flexibility -- Tip 13 Keep it cool : job pressure -- Tip 14 Stress buster : stress reduction -- Technique 15 Meltdown : dealing with anger -- Technique 16 Plead your case : influencing change -- Communication. Training 17 Blueprints for success : verbal instructions -- Training 18 From me to you : focus on others -- Training 19 Negative ten-dency : word usage -- Training 20 Poker face : nonverbal communication -- Training 21 Say what you mean : concise verbal communication -- Training 22 Seeing is believing : body language and culture -- Training 23 Summary judgment : listening -- Training 24 Tongue-tying twisters : word enunciation -- Tool 25 Listen closely : responsive listening -- Tool 26 Mind the message : communication processes -- Tool 27 Probing points : questioning -- Tool 28 Sound advice : voice quality -- Tip 29 Crossing the border : international communication -- Tip 30 E-service : electronic communication -- Technique 31 Attention, please : keeping the customer's attention -- Technique 32 Return policy : feedback guidelines -- Technique 33 Six degrees of persuasion : influencing through listening -- Planning. Training 34 Color quest : limited resources -- Training 35 Commercial appeal : product or service offerings -- Training 36 Flow motion : work process improvement -- Training 37 Hardware : classifying resources.
continuación del CONTENIDO: Training 38 Heads and tails : optimizing resources -- Training 39 Last straw : goal setting and resources -- Training 40 On target : goal alignment -- Training 41 View from the top : personal change management -- Tool 42 Desk stress : organization -- Tool 43 Pass it on : delegation -- Tip 44 Flag it : file management -- Tip 45 Just the fax : fax information file -- Tip 46 Library dues : development resources -- Tip 47 Memory ticklers : information recall -- Tip 48 New kids on the block : orientation -- Tip 49 To do or not to do : to-do lists -- Technique 50 Setting the bar : service standards -- Technique 51 Tackling time wasters : time management -- Problem solving. Training 52 Comic relief : analyzing problem situations -- Training 53 Dialing dilemma : telephone logic problem -- Training 54 It's all in how you look at it : problem interpretation -- Training 55 Medical breakthrough : logical problem analysis -- Training 56 Miss interpretation : problem interpretation -- Training 57 Nominally speaking : nominal group technique -- Training 58 Role it out : situational role play -- Training 59 Sensible solutions : alternative solutions -- Tool 60 Breaking barriers : obstacles to problem solving -- Tool 61 Creativity quotient : self-assessment -- Tip 62 A CAP-ital idea : creative action planning -- Tip 63 Feelings check-in : conflict reaction assessment -- Tip 64 Share to be aware : interdepartmental problem solving -- Technique 65 Crash control : conflict management styles -- Technique 66 Fair play : win-win negotiation -- Technique 67 Stage right : creative process -- Quality. Training 68 Getting the word out : quality components -- Training 69 Inconvenience store : service strategies --
Training 70 Like it or not : service analogies -- Training 71 Making the connection : customer expectations -- Training 72 Overcharged and underrated : exceeding expectations -- Training 73 Picture perfect : communicating quality.
continuación del CONTENIDO: Training 74 RATER of the lost art : customer perception of quality -- Training 75 Right approach : service attitude -- Training 76 Service link : creative analysis of service -- Tool 77 Cream of the crop : quality competencies -- Tool 78 May I help you? : telephone etiquette -- Tip 79 Behind the scenes : support role recognition -- Tip 80 Getting down to business : customer comment cards -- Tip 81 Hit the heights : customer service week -- Tip 82 Knowledge is power : technical training -- Technique 83 Concession stand : acknowledging customer concerns -- Technique 84 Write on : letters of complaint -- Teamwork. Training 85 Candy land : group decision making -- Training 86 In and out : internal customers -- Training 87 Mind the details : individual vs. team performance -- Training 88 On course : communication, reliability, and trust -- Training 89 Open account : team environment -- Training 90 Port of call : partnering strategies -- Training 91 Seeing STARS : group interdependence -- Training 92 To the letter : time-constrained team performance -- Tool 93 A matter of trust : team member trust -- Tool 94 Team checkup : group effectiveness -- Tip 95 Bank on it : peer recognition -- Tip 96 Get on board : peer feedback -- Tip 97 Rely on me : team trust -- Tip 98 Rivalry or revelry : constructive competition -- Tip 99 Team talent : resource directory -- Technique 100 Confront with care : team conflict management -- Technique 101.
Título Alternativo Título Alterno: One hundred and one ways to improve customer service
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Disponibilidad
CodBarras Localización Piso Signatura Estado Categoría
102427Biblioteca Universidad Icesi2658.812/U34cDisponibleCol. General