Training Workshops for Customer Care
Seiten
2002
|
2nd Revised edition
Gower Publishing Ltd (Verlag)
978-0-566-08399-0 (ISBN)
Gower Publishing Ltd (Verlag)
978-0-566-08399-0 (ISBN)
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This manual provides ready-to-use workshops for training and developing your front-line customer care staff in the new ways of working and the new skills they will need to handle customers in the digital age. It covers concepts such as Value Chain Management and Customer Relationship Management.
This manual provides ready-to-use workshops for training and developing your front-line customer care staff in the new ways of working and the new skills they will need to handle customers in the digital age. Ongoing customer care training is best delivered "little and often" and it's important to link the messages very closely with what your people encounter every day in their jobs. For these reasons, the longest workshop in this collection is two hours, and many of the sessions can be delivered in under an hour. Their presentation makes them suitable for use either by professional trainers and facilitators or by the customer service team leader. The ways in which we deliver customer service have changed, but the fundamentals of good service have not. Terry Gillen's book aims to give you everything you need to reinforce those fundamentals and develop the skills and behaviour appropriate for new ways of working with customers.
This manual provides ready-to-use workshops for training and developing your front-line customer care staff in the new ways of working and the new skills they will need to handle customers in the digital age. Ongoing customer care training is best delivered "little and often" and it's important to link the messages very closely with what your people encounter every day in their jobs. For these reasons, the longest workshop in this collection is two hours, and many of the sessions can be delivered in under an hour. Their presentation makes them suitable for use either by professional trainers and facilitators or by the customer service team leader. The ways in which we deliver customer service have changed, but the fundamentals of good service have not. Terry Gillen's book aims to give you everything you need to reinforce those fundamentals and develop the skills and behaviour appropriate for new ways of working with customers.
Overview of the workshops; index of the workshops; the significance of customer care; customer care concepts; the financial benefits of customer care; what people really buy; the customer satisfaction matrix; customer care dos and don'ts; customer sensitivity levels; moments of truth; bidding for business; face-to-face communication; telephone communication; challenging customers; value chain management; customer relationship management; leading customer care.
| Erscheint lt. Verlag | 28.6.2002 |
|---|---|
| Zusatzinfo | glossary, index |
| Sprache | englisch |
| Maße | 210 x 297 mm |
| Themenwelt | Wirtschaft ► Betriebswirtschaft / Management ► Marketing / Vertrieb |
| ISBN-10 | 0-566-08399-X / 056608399X |
| ISBN-13 | 978-0-566-08399-0 / 9780566083990 |
| Zustand | Neuware |
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