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""Why should my employees and I care about delivering great service? How can I learn more about customer needs and desires? How do other companies deliver superior service? How do I build long-term relationships with customers? The litany of customer service questions goes on and on...Best Practices in Customer Service is a one-stop resource designed to help anyone involved in customer service answer these questions and more. With 35 chapters written by customer service experts, it illustrates best practices in customer service and provides the tools readers need to implement those practices in their own companies. From classic issues like customer retention to contemporary concerns like providing customer service on the Internet, it helps readers: * fully understand the connection between excellent customer service and organizational performance * deliver a higher level of customer service at a lower cost * develop a customer base that fuels growth and profitability.""

"First impressions are often lasting impressions. How customers are treated on the phone can quickly turn them into either an ex-customer or a customer for life. This thorough, quick-reading guide shows anyone who uses the phone -- from salesperson to manager to secretary -- how to treat it as a service tool that directly impacts on company profits. Readers will be able to double their effectiveness when they learn how to: * handle irate customers * end those ""endless"" calls * take meaningful messages * handle conference calls and transfer calls * screen calls and ask focused questions * use the phone during emergencies * improve their voice effectiveness With worksheets, checklists, and fill-in forms, this desktop primer will inspire fabulous phone service."

"Contents : The profession -- The customer service profession -- Contributing to the service culture -- Skills for success -- Verbal communication skills -- Nonverbal communication skills -- Listening to the customer -- Building and maintaining relationships -- Customer service and behavior -- Service breakdowns and service recovery -- Customer service in a diverse world -- Customer service via technology -- Encouraging customer loyalty -- Appendix -- Glossary -- Notes -- Bibliography -- Credits -- Index."

"Tulisan ini memaparkan bagaimana tantangan perpustakaan untuk memberikan layanan yang memuaskan pemustakanya. Karena cakupan sebuah layanan perpustakaan luas, tulisan ini mengkhususkan bagaimana seorang pustakawan memberikan performa yang baik dalam pelayanan yang berorientasi kepuasan pemustaka. Paparan singkat dan contoh-contoh dalam tulisan ini akan sangat membantu pustakawan untuk meningkatkan kemampuan "customers service" yang dimiliki. Hal itu akan mempengaruhi ketercapaian tujuan sebuah perpustakaan, yakni kepuasan pemustaka."

"In every organization and every industry, custimer service will play an important role in a business's success. This custimer service hot seat dvd presents a variety of complex customer situations as well as a thorough overview of customer service leadership. This DVD will serve as a rich recource for debate and discussion and help prepare you to be a successful customer service professional."

"In every organization and every industry, custimer service will play an important role in a business's success. This custimer service hot seat dvd presents a variety of complex customer situations as well as a thorough overview of customer service leadership. This DVD will serve as a rich recource for debate and discussion and help prepare you to be a successful customer service professional."