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This softcover text emphasizes the communication skills necessary for providing excellent customer service. Communicating effectively to exceed customers' expectations is critical to the success and reputation of companies and their employees. The workshops provided give instruction on how to understand the importance of customer service; identify customer needs; communicate effectively with customers in person, over the telephone, or over the Internet; and effectively handle customer complaints. Multimedia components enhance the impact of the workshops so users can complete a variety of exercises on the computer, watch video footage of people effectively communicating on the job, and use the Internet to conduct further research.
1. Customer Care 2. Knowing Your Company and Your Customer 3. Facing Your Customer 4. Silent Communication 5. Company Versus Customer 6. Serving Customers by Telephone 7. Corresponding with Customers 8. The Diversity of Customers 9. Serving International Customers 10. Serving Customers on the Web, Field Study Project