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|aHF5415.5|b.G548 2007
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|a658.8/12|222
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1
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|aGlanz, Barbara A.
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|aCare Packages for Your Customers:|bAn Idea a Week to Enhance Customer Service/|h[electronic resource]/|cBarbara A. Glanz.
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|aNew York :|bMcGraw-Hill,|cc2007.
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|axxi, 201 p. :|bill.
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|amcgraw-hill e-book
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|aSelf assessment--How well are you currently doing in building customer loyalty? -- Weekly ideas -- Determine the lifetime value of a customer -- Remember the two levels of every interaction -- Don't take a customer's anger personally -- Surprise co-workers and internal customers with anonymous gifts -- Remember that everyone sees the world differently -- Value employees as "whole" persons -- Listen with your heart -- Reframe how you view mis-takes in your organization, Part one -- Reframe how you view mis-takes in your organization, Part two -- Decorate your cubicle or workspace with things that remind you of giving good service -- Celebrate the gift of life! -- Remember the concept of the emotional bank account, Part one -- Remember the concept of the emotional bank account, Part two -- Decorate hallways and walls with inspirational quotations and graphics -- Hold focus groups, Part one -- Hold focus groups, Part two -- Give yourself a hand -- Five loyalty builders -- Celebrate small wins -- Brainstorm ways you can enhance your customer's experience, Part one -- Brainstorm ways you can enhance your customer's experience, Part two -- Brainstorm ways you can enhance your customer's experience, Part three -- Focus on what you can do -- Have fun with stories -- You don't learn anything with your mouth open -- Beautiful people don't just happen -- Work on a community project -- Every customer is a gift -- Always anticipate the customer's needs -- Whenever you can, offer the customer options -- Inform the customer when you have gone out of your way for them -- Manage by wandering around -- Know why customers are unhappy with your organization -- Honor customer complaints -- Do just a little bit extra for each customer -- Take an employee to lunch -- Are you friendly? -- Think like a customer -- Four things customers want -- Manage from the heart -- The four steps to recovery -- Happy employees create happy customers -- Hold grapevine sessions -- Stay calm with a difficult customer -- A dilemma -- Create a human level database -- Use selective agreement -- Use an objective measurement to communicate the seriousness of the situation! -- Celebrate any good news you can find -- Have a "thank your customers day" -- Have a "thank your internal customers day" -- Add a personal signature to your work -- Conclusion: you have a choice!.
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0
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|aCustomer loyalty.
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650 |
0
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|aCustomer relations.
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650 |
0
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|aCustomer services.
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655 |
7
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|aElectronic books.|2local.
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809 |
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|pEB|dHF5415.5|eG546|y2007
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856 |
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|uhttps://lb30.libraryandbook.net/Book_detial/EB978007148421301|zClick for full text (McGrawHill)
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