Record Display for the EPA National Library Catalog


OLS Field Name OLS Field Data
Main Title How to give exceptional customer service /
Author Ford, Lisa.
Other Authors
Author Title of a Work
Ford, Lisa.
Publisher CareerTrack Publications,
Year Published 1991
OCLC Number 28316019
ISBN 0943066867; 9780943066868; 0943066875; 9780943066875; 1559770228; 9781559770224; 1559771119 - v.4; 9781559771115 - v.4
Subjects Customer services. ; Customer relations. ; Consumer satisfaction. ; Consumer Behavior. ; Public Relations. ; Consumer Satisfaction--videocassettes ; Public Relations--videocassettes
Library Call Number Additional Info Location Last
EJDV AV HF5415.5H847 1991 v.1-4 Env Science Center Library/Ft Meade,MD 09/27/2002
Collation 4 videocassettes (347 min.) : sound, color ; 1/2 in.
Contents Notes
v. 1. How to build your service image and customer loyalty. -- v. 2. How to satisfy even your most difficult customers. -- v. 3. More ways to make customer contacts positive and profitable. -- v. 4. Making it work -- Superior service in action. Discusses the importance of building rapport with customers. Explains how to control the situation with specific phrases, vocal techniques, and body language; how to avoid emotional trigger words in phone conversations; how to be an active listener; and how to show empathy to get on customer's good side.