Actions for Award-winning customer service : 101 ways to guarantee great performance

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Award-winning customer service : 101 ways to guarantee great performance / Renée Evenson

Author
Evenson, Renee, 1951-
Published
New York : AMACOM, [2007]
Copyright Date
©2007
Physical Description
1 online resource (xvii, 232 pages)
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Contents
Customers: delight your audience -- Performance: your role of a lifetime -- Planning: a good script begins with thoughtful consideration -- Communication: choose the right lines in the cript -- Leadership: great performances need great direction -- Preparation: things are going to change -- Training: learn your lines -- Teamwork: the actors make the cast -- Motivation: monitoring the process -- Feedback: rave reviews and poor reviews -- Meetings: on the spot rehearsals -- Conflict: every production has turmoil -- Commitment: take it from the top -- Quick tips: cue cards.
Summary
This book provides fast, proven advice for busy managers and business owners with little time to search for solutions. Filled with 101 effective tips in all, plus additional tools, encouraging quotes, and unique "When this happens, try this" sections, it contains powerful advice on crucial customer service management topics, including: planning and goal setting; coaching and development; leadership; effective communication and feedback; preparing for change; continual learning; motivational and problem-solving meetings; conflict resolution; and follow-up and staying on top of the game. The ability to deliver top-of-the-line customer service is a key factor in keeping profits high and customers coming back - and there is always a need for great customer service books
Subject(s)
ISBN
9780814400609 (electronic bk.)
0814400604 (electronic bk.)
128112883X
9781281128836
0814474543 (Paper)
9780814474549
Bibliography Note
Includes bibliographical references and index.
View MARC record | catkey: 43326262