| Main Title |
How to give exceptional customer service / |
| Author |
Ford, Lisa.
|
| Other Authors |
|
| 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
|
| Holdings |
| Library |
Call Number |
Additional Info |
Location |
Last
Modified |
Checkout
Status |
| 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. |
