| 000 -LEADER |
|---|
| fixed length control field |
05043cam a2200337 i 4500 |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
|---|
| control field |
20250528153232.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
250526s2018 nyu 001 0 eng |
| 010 ## - LIBRARY OF CONGRESS CONTROL NUMBER |
|---|
| LC control number |
2017015093 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
9780814438916 (pbk.) |
| 041 ## - LANGUAGE CODE |
|---|
| Language code of text/sound track or separate title |
eng |
| 042 ## - AUTHENTICATION CODE |
|---|
| Authentication code |
pcc |
| 050 00 - LIBRARY OF CONGRESS CALL NUMBER |
|---|
| Classification number |
HF5415.5 |
| Item number |
.E89 2018 |
| 082 00 - DEWEY DECIMAL CLASSIFICATION NUMBER |
|---|
| Classification number |
658.3/1245 |
| Edition number |
23 |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
|---|
| Preferred name for the person |
Evenson, Renee, |
| Dates associated with a name |
1951- |
| Relator term |
author. |
| 245 10 - TITLE STATEMENT |
|---|
| Title |
Customer service training 101 : |
| Remainder of title |
quick and easy techniques that get great results / |
| Statement of responsibility, etc |
Renee Evenson. |
| 250 ## - EDITION STATEMENT |
|---|
| Edition statement |
Third edition. |
| 264 #1 - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
|---|
| Place of publication, distribution, etc |
New York; |
| Name of publisher, distributor, etc |
American Management Association: |
| Date of publication, distribution, etc |
]2018] |
| 264 #4 - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
|---|
| Date of publication, distribution, etc |
©2018 |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
vii, 228 pages ; |
| Dimensions |
24 cm |
| 336 ## - CONTENT TYPE |
|---|
| Content type term |
text |
| Content type code |
txt |
| Source |
rdacontent |
| 337 ## - MEDIA TYPE |
|---|
| Media type term |
unmediated |
| Media type code |
n |
| Source |
rdamedia |
| 338 ## - CARRIER TYPE |
|---|
| Carrier type term |
volume |
| Carrier type code |
nc |
| Source |
rdacarrier |
| 500 ## - GENERAL NOTE |
|---|
| General note |
Includes index. |
| 505 0# - CONTENTS |
|---|
| Formatted contents note |
Contents<br/>Acknowledgments<br/>Introduction<br/>Tips for the Trainer<br/>Tips for the Student<br/>Part I: Putting Your Best Face Forward<br/>1. Your First Steps Can Make a Huge Stride: The Basics<br/>Customer Service Is the Basics<br/>Step 1: First Impressions Matter<br/>Step 2: Courtesy Counts<br/>Step 3: Attitude Is Everything<br/>Step 4: Doing the Right Thing: Ethical Issues<br/>Key Points<br/>Practice Lesson<br/>Doing It Right!<br/>How Do I Measure Up?<br/>2. Tossing the Ball Back and Forth: Effective Communication<br/>Customer Service Is Effective Communication<br/>Step 1: Say What You Mean and Mean What You Say<br/>Step 2: Enhance Your Messages With Nonverbal Techniques<br/>Step 3: Putting Words Together: Grammar Usage<br/>Step 4: Ask the Correct Questions and Answer the Questions Correctly<br/>Step 5: Overcome the Big No<br/>Step 6: Listen Attentively<br/>Key Points<br/>Practice Lesson<br/>Doing It Right!<br/>How Do I Measure Up?<br/>3. Jumping In With Both Feet: Relationship Building<br/>Customer Service Is Building Relationships<br/>Step 1: Establish Rapport<br/>Step 2: Interact Positively With Customers<br/>Step 3: Identify Customers’ Needs<br/>Step 4: Make Each Customer Feel Valued<br/>Step 5: Maintain Ongoing Relationships<br/>Step 6: Understand Various Types of Customers<br/>Key Points<br/>Practice Lesson<br/>Doing It Right!<br/>How Do I Measure Up?<br/>Part II: Putting Your Customers First<br/>4. Seeing Eye to Eye: Face-to-Face Contacts<br/>Customer Service Is Face-to-Face Contacts<br/>Step 1: Welcome Your Customers<br/>Step 2: Find the Best Solutions<br/>Step 3: Show Appreciation<br/>Key Points<br/>Practice Lesson<br/>Doing It Right!<br/>How Do I Measure Up?<br/>5. Saying It With a Smile: Telephone Contacts<br/>Customer Service Is Telephone Contacts<br/>Step 1: Welcome Your Customers<br/>Step 2: Find the Best Solutions<br/>Step 3: Show Appreciation<br/>Key Points<br/>Practice Lesson<br/>Doing It Right!<br/>How Do I Measure Up?<br/>6. Keeping Up With the Times: Online and Social Media Customer Service<br/>Customer Service Is Online and Social Media Contacts<br/>Step 1: Welcome Your Customers<br/>Step 2: Find the Best Solutions<br/>Step 3: Show Appreciation<br/>Key Points<br/>Practice Lesson<br/>Doing It Right!<br/>How Do I Measure Up?<br/>7. Giving When Getting Is Not Expected: Self-Service Contacts<br/>Customer Service Is Self-Service Contacts<br/>Step 1: Welcome Your Customers<br/>Step 2: Find the Best Solutions<br/>Step 3: Show Appreciation<br/>Key Points<br/>Practice Lesson<br/>Doing It Right!<br/>How Do I Measure Up?<br/>8. Calming the Storm: Customer Complaint Contacts<br/>Customer Service Is Customer Complaint Contacts<br/>Step 1: Understand the Complaint<br/>Step 2: Identify the Cause<br/>Step 3: Solve the Problem<br/>Step 4: Restore the Relationship<br/>Step 5: Fix What Needs to Be Fixed<br/>Key Points<br/>Practice Lesson<br/>Doing It Right!<br/>How Do I Measure Up?<br/>Part III: Putting It All Together<br/>9. Hitting the Ground Running: Ready, Set, Go<br/>Customer Service Is Being Ready and Set to Go<br/>Your Customer Service Training Quick Reference<br/>10. Being the Best You Can Be: The Total Package<br/>Customer Service Is Being the Best You Can Be Every Day<br/>Always Be Your Best!<br/>Index<br/> |
| 520 ## - SUMMARY, ETC. |
|---|
| Summary, etc |
Employees aren't just the front line of any business. To customers, they are the business. Nothing is more important than arming these essential employees with the knowledge they need to find the best solution for each and every customer. Whether you're a manager, owner, or employee, Customer Service Training 101 gets you up to speed fast. The completely revised and updated third edition addresses every aspect of face-to-face, phone, online, social media, and self-service interactions. Using scenarios, guidelines, and practice exercises, this inspiring training manual explains what to say and do, what to avoid, and why interactions go astray. Assessments and examples help you: Create positive first impressions Speak and write effectively Listen attentively Identify needs Develop trust, establish rapport, and make customers feel valued Connect with people in person, on the phone, or via email or social media Confidently handle customer complaints And more Customer service skills are essential to the success of your company. --WorldCat |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Customer services. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Customer relations. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Employees |
| General subdivision |
Training of. |
| 942 ## - ADDED ENTRY ELEMENTS |
|---|
| Source of classification or shelving scheme |
|
| Item type |
BOOK |