Communicating with customers:
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
London
Orion Business
1999
|
| Schriftenreihe: | Orion Business Toolkit
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | 174 S. |
| ISBN: | 0752821024 |
Internformat
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Datensatz im Suchindex
| DE-BY-862_location | 2801 |
|---|---|
| DE-BY-FWS_call_number | 2900/08412 |
| DE-BY-FWS_katkey | 253848 |
| DE-BY-FWS_media_number | 083000399725 |
| _version_ | 1824553883428454400 |
| adam_text | Contents
Introduction
1 The opportunity
¦» The new realities 6
¦» Customer impact: the facts 11
2 Customer perceptions and expectations
¦» Customer attitudes 16
¦» Customer expectations 17
¦» Creating and maintaining a market edge 21
3 Communications: the fundamental principles
? The difficulties 24
¦? Aids to good communication 27
¦» Positioning your communication 30
? Listening 33
4 Adding a persuasive element
¦» The basis of persuasion 37
» Using product information effectively 40
» Asking the right questions 48
• The professional sales approach 49
5 Communications methods: the telephone
¦? The nature of telephone contact 53
¦» The basic principles 56
¦» Taking a call 58
¦» Initiating a call 61
¦• Projecting personality 64
» Using your voice 66
¦• Postscript: Internal communication 73
6 Communications methods: putting it in writing
• Taking the customer s view 76
• Getting the words down right 78
• An appropriate style 81
• Sales letters 84
•• Professional presentation 94
7 Communications methods: face to face
• Image 95
¦• Organisation 100
• Formal occasions 104
8 Handling complaints
• The nature of complaints 115
¦» Handling complaints 117
• An opportunity 123
9 Difficult people
• The nature of customers 127
¦» Keeping control 129
• Handling different types of difficulty 130
¦» The positive side 134
10 Internal customers
¦• Why internal customers? 135
» Culture creation 136
» Motivation 139
¦» Making it work: customer care circles 141
11 Systems and procedures
¦» Intentions and dangers 143
¦» Initiating action 145
» Customer servicing activity 148
«• Matching action to promises 152
12 A co ordinated approach
¦? Competitive intelligence 156
¦? Co ordinated communications 158
•* Planning for the long term 160
Afterword 167
Index 170
i
I
|
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| author | Forsyth, Patrick 1942- |
| author_GND | (DE-588)115684093 |
| author_facet | Forsyth, Patrick 1942- |
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| dewey-full | 658.812 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.812 |
| dewey-search | 658.812 |
| dewey-sort | 3658.812 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| format | Book |
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| illustrated | Not Illustrated |
| indexdate | 2025-02-20T06:42:57Z |
| institution | BVB |
| isbn | 0752821024 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-013526495 |
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| physical | 174 S. |
| publishDate | 1999 |
| publishDateSearch | 1999 |
| publishDateSort | 1999 |
| publisher | Orion Business |
| record_format | marc |
| series2 | Orion Business Toolkit |
| spellingShingle | Forsyth, Patrick 1942- Communicating with customers Communication in management Customer relations Kundenmanagement (DE-588)4236865-0 gnd |
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| title | Communicating with customers |
| title_auth | Communicating with customers |
| title_exact_search | Communicating with customers |
| title_full | Communicating with customers Patryck Forsyth |
| title_fullStr | Communicating with customers Patryck Forsyth |
| title_full_unstemmed | Communicating with customers Patryck Forsyth |
| title_short | Communicating with customers |
| title_sort | communicating with customers |
| topic | Communication in management Customer relations Kundenmanagement (DE-588)4236865-0 gnd |
| topic_facet | Communication in management Customer relations Kundenmanagement |
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Inhaltsverzeichnis
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