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How to give exceptional customer service [video cassette] / Lisa Ford.

By: Contributor(s): Material type: TextTextPublication details: Boulder CareerTrack Publications 1993.Description: 4 video cassettes(3 hr. 32 min.) sd., col. 1/2 in. 1 facilitator's guide (158p.loose leaf) + 1 workbook (44 p.)ISBN:
  • 1559772360
Subject(s): DDC classification:
  • 658.812 FOR 1993
Summary: Summary:Discusses the importance of building rapport with customers.Explains how to control the situation with specific phrases, vocal techniques, and body language; how to avoid emotional trigger words in phone conversations; how to be an active listen
List(s) this item appears in: DIPLOMA KEJURUTERAAN AWAM
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Holdings
Item type Current library Call number Copy number Status Date due Barcode
Book-GN Book-GN PERPUSTAKAAN POLITEKNIK SULTAN SALAHUDDIN ABDUL AZIZ SHAH 658.812 FOR 1993 (Browse shelf(Opens below)) 8134 Available 0000009160
Book-GN Book-GN PERPUSTAKAAN POLITEKNIK SULTAN SALAHUDDIN ABDUL AZIZ SHAH 658.812 FOR 1993 (Browse shelf(Opens below)) 8135 Available 0000009161
AV-VID AV-VID PERPUSTAKAAN POLITEKNIK SULTAN SALAHUDDIN ABDUL AZIZ SHAH 658.812 FOR 1993 (Browse shelf(Opens below)) 8138 Available 0000009164

Contents:Vol. 1. The total service experience -- Vol. 2. Delivering service with heart -- Vol. 3. Pleasing the challenging customer -- Vol. 4. Becoming a service star

Summary:Discusses the importance of building rapport with customers.Explains how to control the situation with specific phrases, vocal techniques, and body language; how to avoid emotional trigger words in phone conversations; how to be an active listen

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