How to deliver extraordinary customer service
Subtitle: customer service : an attitude not a department
By: Frontline Strategies
Contributors: Mackey, Jack; National Press Publications
Series: Communication series
Publisher: National Press Publications; Rockhurst College Continuing Education
Published: 1992
Place of publication: Shawnee Mission, KS
Language: eng
Format: [sound recording] :
Subjects: Customer services; Customer relations; Management
Other titles: Customer service, Frontline Strategies; Extraordinary customer service
Description: Laurie Murphy provides guidelines to frontline strategies in vol. 1. Jack Mackey discusses the manager's mission in vol. 2.
Notes: "Item #505 ; VIP #705-008505-094."
Table of contents: title: Vol. 1: Frontline strategies: tape 1. Your job as a frontline representative. Effective telephone skills; title: tape 2. Sharpening your language skills. Communication and listening skills; title: tape 3. Winning through assertiveness. Developing a positive, professional attitude; title: tape 4. Managing yourself for success. Solving problems and satisfying customers.; title: Vol. 2: Manager's mission: tape 1. What a customer service manager must do. Building competence in your staff; title: tape 2. Gaining the competitive edge. How to keep customers coming back; title: tape 3. Techniques to increase customer satisfaction. Handling dissatisfied customers; title: tape 4. Getting the best from your employees. Building a climate that promotes service.; title: Workbook vol. 1: Customer service; title: Telephone techniques - a more professioal presence; title: Communication and listening skills; title: How assertiveness can work positively with customers.; title: Workbook vol. 2: Managing top-notch customer service; title: The foundation of good customer service - Gaining the competitive edge through customer service; title: Customer satisfaction; title: Moments of truth in your customer service cycle; title: Handling dissatisfied customers and customer complaints; title: Getting the best from your employees; title: Transformational leadership.