Customer Service Essentials - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook Customer Service Essentials write by Robert E. Hinson. This book was released on 2019-08-01. Customer Service Essentials available in PDF, EPUB and Kindle. Customer Service Essentials is a must-read and a definitive source of information on effective management of customer service in Africa and beyond. Leveraging on unique concepts and practices developed in the field of customer service management, this book uses case studies and vignettes to reinforce learnings, drawing parallels to real life experiences. The book is a valuable resource for individuals and organizations, in the quest to achieve excellent customer service, increased productivity and enhanced employee satisfaction. It explores the practical challenges of customer service in Africa, examines critical success factors and provides guidelines for effective customer engagement in this evolving highly networked digital era. Policy makers, directors, managers and students will gain valuable and actionable insights on service management as they navigate the chapters. Praise for Customer Service Essentials: Lessons for Africa and Beyond "This book captures service excellence by detailing out in a most explicit manner essential services dynamics of Responsiveness, Accessibility, Tangibles, Empathy and Reliability. I highly recommend it!" Esi Elliot Assistant Professor, Marketing Suffolk University, Boston, MA "I am very impressed with this book and excited to see the topics being discussed in the Chapters are geared toward quality customer service in Africa. All the chapters are superbly written, relevant to the African context and above all, the authors cover incredibly interesting topics and support them with pertinent cases. Bringing together such fine minds in the field, this book is useful and a must for anyone serious about customer service, service branding and the need to respect the customer." Charles Blankson Professor of Marketing College of Business University of North Texas "Hinson and colleagues have skillfully put together a useful collection of new perspectives on modern customer service essentials with an African and global perspective. This is a highly recommended text for students and practitioners." Ellis L.C. Osabutey Reader Roehampton University Business School United Kingdom
Powerful Phrases for Effective Customer Service
Powerful Phrases for Effective Customer Service - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook Powerful Phrases for Effective Customer Service write by Renee Evenson. This book was released on 2012. Powerful Phrases for Effective Customer Service available in PDF, EPUB and Kindle. Let's face it, dealing with customers isn't easy. They aren't always right--or even pleasant. But experienced business author Renée Evenson ensures you always have the right words to defuse tense interactions. In Powerful Phrases for Effective Customer Service, she covers thirty challenging customer behaviors and twenty common employee-caused negative encounters to teach readers how to assess circumstances, choose one of many appropriate responses, and confidently and consistently deliver customer satisfaction. Helpful sample scenarios and tangible instructions bring the phrases to life, while detailed explanations bolster your confidence so that you'll have the right words as tools at your disposal and the skills to take action and deliver those words effectively. Practical and insightful, Powerful Phrases for Effective Customer Service ensures you'll never again be at a loss for what to say to customers. By incorporating language that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation, you'll not only be capable of overcoming obstacles--you'll strengthen all facets of your customer service.
Essentials of Fire Department Customer Service
Essentials of Fire Department Customer Service - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook Essentials of Fire Department Customer Service write by Alan V. Brunacini. This book was released on 1996. Essentials of Fire Department Customer Service available in PDF, EPUB and Kindle. Writing in a humorous conversational style, Chief Alan Brunacini explains the application of common-sense customer service concepts to the fire service. Essentials of Fire Department Customer Service is basic reading for every firefighter, officer, and administrator.
Customer Service Training 101
Customer Service Training 101 - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook Customer Service Training 101 write by Renee Evenson. This book was released on 2011. Customer Service Training 101 available in PDF, EPUB and Kindle. Your service team may represent the first, last, or only interaction point between your customers and your company. Your front-line service professionals make or break countless opportunities, leads, sales, and relationships every day. Completely revised and updated to meet the challenges of a new service landscape, the second edition ofCustomer Service Training 101 presents proven techniques for creating unforgettable customer experiences. The book covers every aspect of face-to-face, phone, Internet, and self-service customer relations, and provides simple yet powerful tips for: * Projecting a positive attitude and making a great first impression * Communicating effectively, both verbally and nonverbally * Developing trust, establishing rapport, and making customers feel valued * Confidently handling difficult customers and situations New features include "How Do I Measure Up?" self-assessments, and "Doing It Right" examples from the author's extensive customer service experience. Every step-by-step lesson in this comprehensive and inspiring training manual is augmented with instructive sidebars, a summary of key points, practice exercises, and so much more.
Service-Learning Essentials
Service-Learning Essentials - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook Service-Learning Essentials write by Barbara Jacoby. This book was released on 2014-10-08. Service-Learning Essentials available in PDF, EPUB and Kindle. Service-Learning Essentials is the resource you need to help you develop high-quality service-learning experiences for college students. Written by one of the field's leading experts and sponsored by Campus Compact, the book is the definitive work on this high-impact educational practice. Service-learning has been identified by the Association of American Colleges and Universities as having been widely tested and shown to be beneficial to college students from a wide variety of backgrounds. Organized in an accessible question-and-answer format, the book responds clearly and completely to the most common questions and concerns about service-learning. Each chapter addresses issues related to individual practice as well as to the collective work of starting and developing a service-learning center or program, with examples drawn from a variety of disciplines, situations, and institutional types. The questions range from basic to advanced and the answers cover both the fundamentals and complexities of service-learning. Topics include: Determining what service-learning opportunities institutions should offer How to engage students in critical reflection in academic courses and in cocurricular experiences Best practices for developing and sustaining mutually beneficial campus-community partnerships Integrating service-learning into the curriculum in all disciplines and at all levels, as well as various areas of student life outside the classroom Assessing service-learning programs and outcomes The dilemmas of service-learning in the context of power and privilege The future of service-learning in online and rapidly globalizing environments Service-learning has virtually limitless potential to enable colleges and universities to meet their goals for student learning while making unique contributions to addressing unmet local, national, and global needs. However, in order to realize these benefits, service-learning must be thoughtfully designed and carefully implemented. This easy-to-use volume contains everything faculty, leaders, and staff members need to know about service-learning to enhance communities, improve higher education institutions, and educate the next generation of citizens, scholars, and leaders.
