Help your employees to excel in dealing with the public with this stimulating, fun-filled collection of customer service training games. Designed not only to teach important skills but also to spark enthusiasm and a high level of involvement in the participants, these games utilize entertaining and instructive techniques such as role-playing, charades, brainstorming, and debate. As a result of these exercises, employees will learn how to create a rapport with the customer, how to focus on the unique needs of individual customers, how to maintain a positive attitude, and more. View More...
Every day, supervisors encounter difficult on-the-job conflicts for which they are essentially unprepared. This text gives supervisors word-for-word responses they can use to successfully mediate conflicts, gain support and stop potentially destructive situations before they undermine their authority and job success. This management tool also provides: business-tested strategies for replacing anger and resentment with control; impulsive reaction with preplanned thought; indecision with swift and sure responses; scripts for dealing with any conflict that could concievably arise with subordinate... View More...
A corporate consultant and quality service expert describes the P.O.S. (Positively Outrageous Service) method for dealing with and winning customers, providing helpful guidelines on how to identify what customers really want, energize one's employees, create customer loyalty, and more. Reissue. View More...
Business and information companies have been investing the majority of their time and resources into technologies that will develop and maintain close relationships with their customers. The key to online success is a company's relationship with their customers. It is critical for companies with online presence to sustain each relationship in order to survive at all. Billions of dollars are being spent on defining, identifying, anticipating, recognizing, and managing customers. View More...
\\1\textformat=02> Cutting-edge in perspective, this book presents innovative proven methods for determining whether a CRM strategy for changing the way a. View More...
