Toporek, Adam
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자료유형 | E-BOOK |
---|---|
서명/저자사항 | Be your customer's hero [electronic resource]: real-world tips & techniques for the service front lines/ Adam Toporek. |
개인저자 | Toporek, Adam, |
발행사항 | New York: AMACOM American Management Association, 2015. |
형태사항 | 1 online resource. |
기타형태 저록 | Print version: Toporek, Adam. Be your customer's hero 9780814449059 |
ISBN | 9780814449066 0814449069 |
일반주기 |
Includes index.
|
서지주기 | Includes bibliographical references and index. |
요약 | On the front lines of customer service, every day presents new and unexpected challenges - and even the most dedicated employees can be caught unprepared. They need confidence. They need training. They need help. This book answers the call by providing customer-facing professionals with short, simple, actionable advice designed to transform them into heroes in the eyes of the customers they serve. Chapters show readers how to: achieve the mindset required for hero-class service; understand the customer's expectations - and exceed them; develop powerful communication skills; avoid the seven triggers guaranteed to set customers off; handle difficult and even irrational customers with ease; and become an indispensable part of any frontline team. Armed with the tools and techniques in this book, readers will start each workday knowing they can conquer whatever problem comes their way. -- |
해제 | Edited summary from book. |
일반주제명 | Customer services. Customer relations. Management. Customer relations. Customer services. Management. BUSINESS & ECONOMICS / Industrial Management BUSINESS & ECONOMICS / Management BUSINESS & ECONOMICS / Management Science BUSINESS & ECONOMICS / Organizational Behavior |
언어 | 영어 |
바로가기 | URL |
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