Be your customer's hero: real-world tips & techniques for the service front lines
Saved in:
| Main Author: | |
|---|---|
| Format: | Electronic eBook |
| Language: | English |
| Published: |
New York
AMACOM American Management Association
2015
|
| Subjects: | |
| Online Access: | FLA01 |
| Item Description: | Includes index Print version record |
| Physical Description: | 1 online resource |
| ISBN: | 9780814449066 0814449069 |
Staff View
MARC
| LEADER | 00000nmm a2200000zc 4500 | ||
|---|---|---|---|
| 001 | BV045358195 | ||
| 003 | DE-604 | ||
| 005 | 00000000000000.0 | ||
| 007 | cr|uuu---uuuuu | ||
| 008 | 181212s2015 |||| o||u| ||||||eng d | ||
| 015 | |a GBB8C2116 |2 dnb | ||
| 020 | |a 9780814449066 |9 978-0-8144-4906-6 | ||
| 020 | |a 0814449069 |9 0-8144-4906-9 | ||
| 035 | |a (ZDB-4-EBU)ocn904697964 | ||
| 035 | |a (OCoLC)904697964 | ||
| 035 | |a (DE-599)BVBBV045358195 | ||
| 040 | |a DE-604 |b ger |e rda | ||
| 041 | 0 | |a eng | |
| 082 | 0 | |a 658.8/12 |2 23 | |
| 100 | 1 | |a Toporek, Adam |e Verfasser |4 aut | |
| 245 | 1 | 0 | |a Be your customer's hero |b real-world tips & techniques for the service front lines |c Adam Toporek |
| 264 | 1 | |a New York |b AMACOM American Management Association |c 2015 | |
| 300 | |a 1 online resource | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b c |2 rdamedia | ||
| 338 | |b cr |2 rdacarrier | ||
| 500 | |a Includes index | ||
| 500 | |a Print version record | ||
| 505 | 8 | |a On the front lines of customer service, every day presents new and unexpected challenges - and even the most dedicated employees can be caught unprepared. They need confidence. They need training. They need help. This book answers the call by providing customer-facing professionals with short, simple, actionable advice designed to transform them into heroes in the eyes of the customers they serve. Chapters show readers how to: achieve the mindset required for hero-class service; understand the customer's expectations - and exceed them; develop powerful communication skills; avoid the seven triggers guaranteed to set customers off; handle difficult and even irrational customers with ease; and become an indispensable part of any frontline team. Armed with the tools and techniques in this book, readers will start each workday knowing they can conquer whatever problem comes their way. -- | |
| 650 | 7 | |a Customer relations |2 fast | |
| 650 | 7 | |a Customer services |2 fast | |
| 650 | 7 | |a Management |2 fast | |
| 650 | 7 | |a BUSINESS & ECONOMICS / Industrial Management |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS / Management |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS / Management Science |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS / Organizational Behavior |2 bisacsh | |
| 650 | 4 | |a Customer services |a Customer relations |a Management | |
| 776 | 0 | 8 | |i Erscheint auch als |n Druck-Ausgabe |a Toporek, Adam |t Be your customer's hero |z 9780814449059 |
| 912 | |a ZDB-4-EBU | ||
| 999 | |a oai:aleph.bib-bvb.de:BVB01-030744786 | ||
| 966 | e | |u http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=933074 |l FLA01 |p ZDB-4-EBU |q FLA_PDA_EBU |x Aggregator |3 Volltext | |
Record in the Search Index
| _version_ | 1804179189331394560 |
|---|---|
| any_adam_object | |
| author | Toporek, Adam |
| author_facet | Toporek, Adam |
| author_role | aut |
| author_sort | Toporek, Adam |
| author_variant | a t at |
| building | Verbundindex |
| bvnumber | BV045358195 |
| collection | ZDB-4-EBU |
| contents | On the front lines of customer service, every day presents new and unexpected challenges - and even the most dedicated employees can be caught unprepared. They need confidence. They need training. They need help. This book answers the call by providing customer-facing professionals with short, simple, actionable advice designed to transform them into heroes in the eyes of the customers they serve. Chapters show readers how to: achieve the mindset required for hero-class service; understand the customer's expectations - and exceed them; develop powerful communication skills; avoid the seven triggers guaranteed to set customers off; handle difficult and even irrational customers with ease; and become an indispensable part of any frontline team. Armed with the tools and techniques in this book, readers will start each workday knowing they can conquer whatever problem comes their way. -- |
| ctrlnum | (ZDB-4-EBU)ocn904697964 (OCoLC)904697964 (DE-599)BVBBV045358195 |
| dewey-full | 658.8/12 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.8/12 |
| dewey-search | 658.8/12 |
| dewey-sort | 3658.8 212 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| format | Electronic eBook |
| fullrecord | <?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim"><record><leader>02611nmm a2200457zc 4500</leader><controlfield tag="001">BV045358195</controlfield><controlfield tag="003">DE-604</controlfield><controlfield tag="005">00000000000000.0</controlfield><controlfield tag="007">cr|uuu---uuuuu</controlfield><controlfield tag="008">181212s2015 |||| o||u| ||||||eng d</controlfield><datafield tag="015" ind1=" " ind2=" "><subfield code="a">GBB8C2116</subfield><subfield code="2">dnb</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">9780814449066</subfield><subfield code="9">978-0-8144-4906-6</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">0814449069</subfield><subfield code="9">0-8144-4906-9</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(ZDB-4-EBU)ocn904697964</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(OCoLC)904697964</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(DE-599)BVBBV045358195</subfield></datafield><datafield tag="040" ind1=" " ind2=" "><subfield code="a">DE-604</subfield><subfield code="b">ger</subfield><subfield code="e">rda</subfield></datafield><datafield tag="041" ind1="0" ind2=" "><subfield code="a">eng</subfield></datafield><datafield tag="082" ind1="0" ind2=" "><subfield code="a">658.8/12</subfield><subfield code="2">23</subfield></datafield><datafield tag="100" ind1="1" ind2=" "><subfield code="a">Toporek, Adam</subfield><subfield code="e">Verfasser</subfield><subfield code="4">aut</subfield></datafield><datafield tag="245" ind1="1" ind2="0"><subfield code="a">Be your customer's hero</subfield><subfield code="b">real-world tips & techniques for the service front lines</subfield><subfield code="c">Adam Toporek</subfield></datafield><datafield tag="264" ind1=" " ind2="1"><subfield code="a">New York</subfield><subfield code="b">AMACOM American Management Association</subfield><subfield code="c">2015</subfield></datafield><datafield tag="300" ind1=" " ind2=" "><subfield code="a">1 online resource</subfield></datafield><datafield tag="336" ind1=" " ind2=" "><subfield code="b">txt</subfield><subfield code="2">rdacontent</subfield></datafield><datafield tag="337" ind1=" " ind2=" "><subfield code="b">c</subfield><subfield code="2">rdamedia</subfield></datafield><datafield tag="338" ind1=" " ind2=" "><subfield code="b">cr</subfield><subfield code="2">rdacarrier</subfield></datafield><datafield tag="500" ind1=" " ind2=" "><subfield code="a">Includes index</subfield></datafield><datafield tag="500" ind1=" " ind2=" "><subfield code="a">Print version record</subfield></datafield><datafield tag="505" ind1="8" ind2=" "><subfield code="a">On the front lines of customer service, every day presents new and unexpected challenges - and even the most dedicated employees can be caught unprepared. They need confidence. They need training. They need help. This book answers the call by providing customer-facing professionals with short, simple, actionable advice designed to transform them into heroes in the eyes of the customers they serve. Chapters show readers how to: achieve the mindset required for hero-class service; understand the customer's expectations - and exceed them; develop powerful communication skills; avoid the seven triggers guaranteed to set customers off; handle difficult and even irrational customers with ease; and become an indispensable part of any frontline team. Armed with the tools and techniques in this book, readers will start each workday knowing they can conquer whatever problem comes their way. --</subfield></datafield><datafield tag="650" ind1=" " ind2="7"><subfield code="a">Customer relations</subfield><subfield code="2">fast</subfield></datafield><datafield tag="650" ind1=" " ind2="7"><subfield code="a">Customer services</subfield><subfield code="2">fast</subfield></datafield><datafield tag="650" ind1=" " ind2="7"><subfield code="a">Management</subfield><subfield code="2">fast</subfield></datafield><datafield tag="650" ind1=" " ind2="7"><subfield code="a">BUSINESS & ECONOMICS / Industrial Management</subfield><subfield code="2">bisacsh</subfield></datafield><datafield tag="650" ind1=" " ind2="7"><subfield code="a">BUSINESS & ECONOMICS / Management</subfield><subfield code="2">bisacsh</subfield></datafield><datafield tag="650" ind1=" " ind2="7"><subfield code="a">BUSINESS & ECONOMICS / Management Science</subfield><subfield code="2">bisacsh</subfield></datafield><datafield tag="650" ind1=" " ind2="7"><subfield code="a">BUSINESS & ECONOMICS / Organizational Behavior</subfield><subfield code="2">bisacsh</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Customer services</subfield><subfield code="a">Customer relations</subfield><subfield code="a">Management</subfield></datafield><datafield tag="776" ind1="0" ind2="8"><subfield code="i">Erscheint auch als</subfield><subfield code="n">Druck-Ausgabe</subfield><subfield code="a">Toporek, Adam</subfield><subfield code="t">Be your customer's hero</subfield><subfield code="z">9780814449059</subfield></datafield><datafield tag="912" ind1=" " ind2=" "><subfield code="a">ZDB-4-EBU</subfield></datafield><datafield tag="999" ind1=" " ind2=" "><subfield code="a">oai:aleph.bib-bvb.de:BVB01-030744786</subfield></datafield><datafield tag="966" ind1="e" ind2=" "><subfield code="u">http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=933074</subfield><subfield code="l">FLA01</subfield><subfield code="p">ZDB-4-EBU</subfield><subfield code="q">FLA_PDA_EBU</subfield><subfield code="x">Aggregator</subfield><subfield code="3">Volltext</subfield></datafield></record></collection> |
| id | DE-604.BV045358195 |
| illustrated | Not Illustrated |
| indexdate | 2024-07-10T08:15:55Z |
| institution | BVB |
| isbn | 9780814449066 0814449069 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-030744786 |
| oclc_num | 904697964 |
| open_access_boolean | |
| physical | 1 online resource |
| psigel | ZDB-4-EBU ZDB-4-EBU FLA_PDA_EBU |
| publishDate | 2015 |
| publishDateSearch | 2015 |
| publishDateSort | 2015 |
| publisher | AMACOM American Management Association |
| record_format | marc |
| spelling | Toporek, Adam Verfasser aut Be your customer's hero real-world tips & techniques for the service front lines Adam Toporek New York AMACOM American Management Association 2015 1 online resource txt rdacontent c rdamedia cr rdacarrier Includes index Print version record On the front lines of customer service, every day presents new and unexpected challenges - and even the most dedicated employees can be caught unprepared. They need confidence. They need training. They need help. This book answers the call by providing customer-facing professionals with short, simple, actionable advice designed to transform them into heroes in the eyes of the customers they serve. Chapters show readers how to: achieve the mindset required for hero-class service; understand the customer's expectations - and exceed them; develop powerful communication skills; avoid the seven triggers guaranteed to set customers off; handle difficult and even irrational customers with ease; and become an indispensable part of any frontline team. Armed with the tools and techniques in this book, readers will start each workday knowing they can conquer whatever problem comes their way. -- Customer relations fast Customer services fast Management fast BUSINESS & ECONOMICS / Industrial Management bisacsh BUSINESS & ECONOMICS / Management bisacsh BUSINESS & ECONOMICS / Management Science bisacsh BUSINESS & ECONOMICS / Organizational Behavior bisacsh Customer services Customer relations Management Erscheint auch als Druck-Ausgabe Toporek, Adam Be your customer's hero 9780814449059 |
| spellingShingle | Toporek, Adam Be your customer's hero real-world tips & techniques for the service front lines On the front lines of customer service, every day presents new and unexpected challenges - and even the most dedicated employees can be caught unprepared. They need confidence. They need training. They need help. This book answers the call by providing customer-facing professionals with short, simple, actionable advice designed to transform them into heroes in the eyes of the customers they serve. Chapters show readers how to: achieve the mindset required for hero-class service; understand the customer's expectations - and exceed them; develop powerful communication skills; avoid the seven triggers guaranteed to set customers off; handle difficult and even irrational customers with ease; and become an indispensable part of any frontline team. Armed with the tools and techniques in this book, readers will start each workday knowing they can conquer whatever problem comes their way. -- Customer relations fast Customer services fast Management fast BUSINESS & ECONOMICS / Industrial Management bisacsh BUSINESS & ECONOMICS / Management bisacsh BUSINESS & ECONOMICS / Management Science bisacsh BUSINESS & ECONOMICS / Organizational Behavior bisacsh Customer services Customer relations Management |
| title | Be your customer's hero real-world tips & techniques for the service front lines |
| title_auth | Be your customer's hero real-world tips & techniques for the service front lines |
| title_exact_search | Be your customer's hero real-world tips & techniques for the service front lines |
| title_full | Be your customer's hero real-world tips & techniques for the service front lines Adam Toporek |
| title_fullStr | Be your customer's hero real-world tips & techniques for the service front lines Adam Toporek |
| title_full_unstemmed | Be your customer's hero real-world tips & techniques for the service front lines Adam Toporek |
| title_short | Be your customer's hero |
| title_sort | be your customer s hero real world tips techniques for the service front lines |
| title_sub | real-world tips & techniques for the service front lines |
| topic | Customer relations fast Customer services fast Management fast BUSINESS & ECONOMICS / Industrial Management bisacsh BUSINESS & ECONOMICS / Management bisacsh BUSINESS & ECONOMICS / Management Science bisacsh BUSINESS & ECONOMICS / Organizational Behavior bisacsh Customer services Customer relations Management |
| topic_facet | Customer relations Customer services Management BUSINESS & ECONOMICS / Industrial Management BUSINESS & ECONOMICS / Management BUSINESS & ECONOMICS / Management Science BUSINESS & ECONOMICS / Organizational Behavior Customer services Customer relations Management |
| work_keys_str_mv | AT toporekadam beyourcustomersherorealworldtipstechniquesfortheservicefrontlines |