Managing customer service:
Saved in:
| Main Authors: | , |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Aldershot [u.a.]
Gower
1998
|
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | XII, 169 S. |
| ISBN: | 0566080052 |
Staff View
MARC
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| 650 | 4 | |a Customer services | |
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Record in the Search Index
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| adam_text | V
Contents
Acknowledgements vii
Introduction ix
Part 1: General management issues
1 The significance of customer service 3
2 Defining good service 9
3 Key management issues for customer
service 23
Part 2: Specific skills and competencies
4 Overview of communication issues 43
5 Communication issues — face to face
encounters 49
6 Communication issues — using the
telephone 67
7 Communication issues — putting it
in writing 85
8 Customer service on the Internet 99
9 Complaint handling — resolving
problems and empathizing with
customers HI
10 Dealing with angry customers 125
11 Pro active sales action — service can
mean selling too 139
12 Promoting customer care throughout
the organization . 161
Index 167
|
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| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| format | Book |
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| indexdate | 2024-07-09T18:22:19Z |
| institution | BVB |
| isbn | 0566080052 |
| language | English |
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| publishDate | 1998 |
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| publisher | Gower |
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| spelling | Hayes, Jenny Verfasser aut Managing customer service Jenny Hayes and Frances Dredge Aldershot [u.a.] Gower 1998 XII, 169 S. txt rdacontent n rdamedia nc rdacarrier Customer services - Management Marketing relationnel ram Relations avec la clientèle ram Customer services Kundenmanagement (DE-588)4236865-0 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 s DE-604 Dredge, Frances Verfasser aut HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=008219236&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Hayes, Jenny Dredge, Frances Managing customer service Customer services - Management Marketing relationnel ram Relations avec la clientèle ram Customer services Kundenmanagement (DE-588)4236865-0 gnd |
| subject_GND | (DE-588)4236865-0 |
| title | Managing customer service |
| title_auth | Managing customer service |
| title_exact_search | Managing customer service |
| title_full | Managing customer service Jenny Hayes and Frances Dredge |
| title_fullStr | Managing customer service Jenny Hayes and Frances Dredge |
| title_full_unstemmed | Managing customer service Jenny Hayes and Frances Dredge |
| title_short | Managing customer service |
| title_sort | managing customer service |
| topic | Customer services - Management Marketing relationnel ram Relations avec la clientèle ram Customer services Kundenmanagement (DE-588)4236865-0 gnd |
| topic_facet | Customer services - Management Marketing relationnel Relations avec la clientèle Customer services Kundenmanagement |
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