Customer Care
Seiten
1993
Kogan Page Ltd (Verlag)
978-0-7494-0926-5 (ISBN)
Kogan Page Ltd (Verlag)
978-0-7494-0926-5 (ISBN)
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Designed for trainers running in-house courses on providing quality customer care, this package contains a number of exercises to hone the skills of individuals who must deal with customers on a daily basis. It aims to develop employees' confidence, whether dealing face-to-face or by telephone.
For a company determined to stay ahead of its competitors, quality customer care should be one of its top priorities. This package has been designed specifically for trainers running courses for staff in daily contact with customers. It contains a host of lively exercises to hone individuals' skills in all the key areas. The package includes exercises on the skills needed for face-to-face contact and on the telephone. The package is suitable for use within all industry or service sector organizations. The trainer's guide contains information on the teaching aims and methods of the course, paper masters of 19 transparencies, 2 handouts, 6 exercises, teaching notes on case studies, exercises and a reading list. The participant's guide, which can be purchased separately or photocopied to hand out to each delegate, contains all that the participant needs to gain maximum benefit from the course, including details of the scope of the course, notes to topics discussed, exercises and case studies, and work and action sheets.
Among the issues covered in the package materials are: how to present a positive image of the company, how to convey clear product/service knowledge, how to handle complaints and how to work with all other departments within an organization to ensure quality customer care is provided.
For a company determined to stay ahead of its competitors, quality customer care should be one of its top priorities. This package has been designed specifically for trainers running courses for staff in daily contact with customers. It contains a host of lively exercises to hone individuals' skills in all the key areas. The package includes exercises on the skills needed for face-to-face contact and on the telephone. The package is suitable for use within all industry or service sector organizations. The trainer's guide contains information on the teaching aims and methods of the course, paper masters of 19 transparencies, 2 handouts, 6 exercises, teaching notes on case studies, exercises and a reading list. The participant's guide, which can be purchased separately or photocopied to hand out to each delegate, contains all that the participant needs to gain maximum benefit from the course, including details of the scope of the course, notes to topics discussed, exercises and case studies, and work and action sheets.
Among the issues covered in the package materials are: how to present a positive image of the company, how to convey clear product/service knowledge, how to handle complaints and how to work with all other departments within an organization to ensure quality customer care is provided.
| Erscheint lt. Verlag | 2.3.1993 |
|---|---|
| Reihe/Serie | One Day Workshop S. |
| Verlagsort | London |
| Sprache | englisch |
| Maße | 260 x 313 mm |
| Gewicht | 1126 g |
| Themenwelt | Sozialwissenschaften ► Pädagogik ► Berufspädagogik |
| Wirtschaft ► Betriebswirtschaft / Management ► Marketing / Vertrieb | |
| ISBN-10 | 0-7494-0926-6 / 0749409266 |
| ISBN-13 | 978-0-7494-0926-5 / 9780749409265 |
| Zustand | Neuware |
| Informationen gemäß Produktsicherheitsverordnung (GPSR) | |
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