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Print Material
Author Bailey, Keith, 1945-

Title Customer service in an instant : 60 ways to win customers and keep them coming back / by Keith Bailey and Karen Leland.

Imprint Franklin Lakes, NJ : Career Press, c2008.


Location Call No. OPAC Message Status
 Parsons Non-Fiction  658.8 B155    ---  Available
Description p. cm.
Note Includes index.
Contents Assess your working style -- Avoid negative filters -- Backtrack key words -- Be web wise -- Beware of burnout -- Bridge the language barrier -- Build a bridge -- Choose your level of conversation -- Conquer complaining customers -- Counter co-worker conflict -- Create customer friendly systems -- Define customer needs -- Ditch your default responses -- Evaluate your service skills -- Find and fix email mistakes -- Focus on essence -- Gather feedback -- Get to know the people pleaser -- Go the extra mile -- Handle complaints with care -- Hire some help -- Improve your listening habits -- Inspire a learning environment -- Integrate voicemail excellence -- Keep the service message alive -- Know your stress response -- Learn the art of complaining -- Locate your stress level -- Make your service tangible -- Manage abusive customers -- Master body language basics -- Modify your assertiveness -- Navigate a heated conversation -- Open to feedback -- Pace your way to better rapport -- Pay attention really -- Play with the passionate persuader -- Practice the art of the compliment -- Provide empathy -- Raise questions -- Recover from service blunders -- Redefine your service -- Reframe your outlook -- Respect the power player -- Rev up your recognition -- Say i not you -- Say no with style -- Set expectations on the spot -- Strengthen service habits -- Style step -- Switch filters -- Temper your telephone tone -- Think through outsourcing -- Treat your colleagues as customers -- Tune up your telephone etiquette -- Turn service into sales -- Understand the problem solver -- Upgrade your influence -- Walk your talk -- Work out a working styles profile.
Subject Customer services.
Added Author Leland, Karen.
ISBN 9781601630131

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