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The powerful parable that has helped millions to see their lives and work in a new way — now revised and updated to celebrate 20 years of working with greater purpose!
It's a rainy day in Seattle, and on the third floor of First Guarantee Financial, people have stopped believing they can make a difference. To new manager Mary Jane Ramirez, the challenge of bringing life back to her unenthusiastic and unmotivated team seems impossible —...
It's a rainy day in Seattle, and on the third floor of First Guarantee Financial, people have stopped believing they can make a difference. To new manager Mary Jane Ramirez, the challenge of bringing life back to her unenthusiastic and unmotivated team seems impossible —...
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Customer Service For Dummies, Third Edition integrates the unbeatable information from Customer Service For Dummies and Online Customer Service For Dummies to form an all-in-one guide to customer loyalty for large and small businesses alike. The book covers the fundamentals of service selling and presents up-to-date advice on such fundamentals as help desks, call centers, and IT departments. Plus, it shows readers how to take stock of their
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English
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This program discusses how to put the techniques of customer service into practice. It explains the rationale of providing service to the customer, for the customer saved is the service-provider's job saved, and the customer pleased is the service-provider's key to job advancement. Reviewing techniques from the previous programs, this video motivates viewers to implement the lessons of providing customer satisfaction, for the sake of their employers...
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English
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An upset customer is the ultimate test of an employee's professionalism. This program highlights the patience and diplomacy skills at the heart of good customer service, demonstrating the best strategies for dealing with an irate patron demanding immediate attention. Step-by-step dramatizations illustrate the most effective ways of addressing an angry customer, focusing on body language, active listening, and exceeding expectations of good service....
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English
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Providing a service is different from producing a product because service is produced at the moment of delivery-a one-time opportunity to satisfy the customer which, once lost, is often lost forever. This program shows what the customer expects in the way of service, and how he or she reacts to both good and bad service. The program also describes the service cycle and the techniques for empowering employees, and illustrates specific techniques for...
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English
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This program emphasizes the importance of dealing with stress without damage to either oneself or the goal of working productively to provide service: learning to organize oneself, learning to change unacceptable situations, changing one's approach to problems and situations, and managing deadlines. The program also shows how to manage the stress created by telephonic interaction with customers.
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English
Description
The customer is not always right, but the customer's needs remain the number one priority. This program moves beyond the fundamentals of good customer service to the problems of dealing with more complex and difficult situations: How do you satisfy customers who want something you cannot give them? How do you work out a deal with a customer when you cannot agree on the terms? What are the most effective ways of dealing with angry customers?
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English
Description
This program offers techniques for hearing what the customer is really saying, in words and with body language. It stresses the importance of listening, shows common barriers to what seems like (but isn't) an ordinary skill, and explains how and when to express empathy, ask questions, paraphrase, and summarize. It further explains the interpretation of nonverbal signals from the customer; covers such problems as tuning out, interruptions, impatience,...
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English
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Ours is increasingly becoming a service economy. It follows that our premiere commodity is customer service. This program describes and defines the problem: what customer service is and what it isn't; the skills necessary to achieve it; the rationale for improving service; the categories of customer service-decision-making service (helping customers decide), problem-solving service (fixing things), and time-of-purchase service.
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English
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This program offers some useful tools for using the telephone to communicate with customers, and it highlights some of the things customers find most irritating about phone communication: the unanswered phone, answering without identifying yourself, the customer kept on hold for what seems like forever, multiple transfers to other extensions or people, and so on.
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Español
Description
Estar rodeado de personas que se quejan es duro, pero como señala Peter Quarry, hay formas de manejarlas. Puedes reconocer lo que dicen, mostrando empatía y proponiendo soluciones positivas. Si persisten, y sobre todo si trabajas con ellos, es mejor ignorarlos, ya que lo que realmente buscan es atención. Cuando no reaccionas, no hay recompensa.
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English
Description
We've all experienced it-the frustration of dealing with a company or organization over the telephone. Being put on hold or transferred again and again, often without finding an answer or solution, is enough to drive anyone crazy. Now, switch places-imagine you're being paid to help customers by phone. What can you do to ease their aggravation, address their queries, and solve their problems? If a conflict emerges, how will you untangle it without...
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English
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One shopper wants a price quote, another needs something that's shelved too high. Two more customers are waiting for items from storage, and there's a huge line forming at the front counter. It's another crazy day in customer service-a department that can make or break a brick-and-mortar business. Whether you're working the sales floor, waiting tables, or running a cash register, you've got to emphasize the "service" in customer service, thereby ensuring...
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English
Description
Starting a business is like learning a musical instrument-certain steps and practices are required, or you just make noise. This video shows aspiring entrepreneurs ten principles for creating a solid, profitable company. Developing a realistic plan, seeking guidance from experienced mentors, building rapport with suppliers, and maintaining client relationships are a few of the subjects covered. With in-depth interviews featuring young owner/managers...