What customers like about you: adding emotional value for service excellence and competitive advantage
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
London
Brealey
1998
|
| Ausgabe: | 1. publ. |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | 304 S. graph. Darst. |
| ISBN: | 1857882016 |
Internformat
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Datensatz im Suchindex
| _version_ | 1804142195021709312 |
|---|---|
| adam_text | Contents
Acknowledgements vi
1 The importance of being liked 1
/»—*%
2 Adding emotional value 19)
3 Likeable customer service 37
4 Emotional connectivity V51J
5 The importance of integrity 68
6 Creative customer service 86
7 Everyday likeable behaviors 103
8 Influencing how customers feel about you (123)
9 Why it isn t fashionable to be liked 145
10 The likeable organization 171
11 The likeable leader 191
12 Recruiting people your customers like 211
13 Training people to be liked by your customers 225
14 Dealing with customers you dislike 237
15 Finding out what your customers like 251
16 The one-hour course for adding emotional value 269
Appendix I Emotionally connected stars 281
Appendix II Suggested further reading 286
Appendix III Clusters 290
Appendix IV Emotions 292
Appendix V Emotional range 294
Appendix VI Customer service integrity tests 295
Index 299
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| indexdate | 2024-07-09T22:27:54Z |
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| isbn | 1857882016 |
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| spelling | Freemantle, David 1942- Verfasser (DE-588)120458071 aut What customers like about you adding emotional value for service excellence and competitive advantage David Freemantle 1. publ. London Brealey 1998 304 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier (DE-588)4123623-3 Lehrbuch gnd-content HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=019793369&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Freemantle, David 1942- What customers like about you adding emotional value for service excellence and competitive advantage |
| subject_GND | (DE-588)4123623-3 |
| title | What customers like about you adding emotional value for service excellence and competitive advantage |
| title_auth | What customers like about you adding emotional value for service excellence and competitive advantage |
| title_exact_search | What customers like about you adding emotional value for service excellence and competitive advantage |
| title_full | What customers like about you adding emotional value for service excellence and competitive advantage David Freemantle |
| title_fullStr | What customers like about you adding emotional value for service excellence and competitive advantage David Freemantle |
| title_full_unstemmed | What customers like about you adding emotional value for service excellence and competitive advantage David Freemantle |
| title_short | What customers like about you |
| title_sort | what customers like about you adding emotional value for service excellence and competitive advantage |
| title_sub | adding emotional value for service excellence and competitive advantage |
| topic_facet | Lehrbuch |
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