LEADER 00000cam  2200505Ii 4500 
001    ocn757519491 
003    OCoLC 
005    20160518075358.3 
006    m     o  d         
007    cr unu|||||||| 
008    111018s2005    maua    o     000 0 eng d 
019    437198321|a476128045|a648242606 
020    9781599965048|q(electronic bk.) 
020    1599965046|q(electronic bk.) 
035    (OCoLC)757519491|z(OCoLC)437198321|z(OCoLC)476128045
       |z(OCoLC)648242606 
040    UMI|beng|epn|erda|cUMI|dN$T|dOCLCQ|dOCLCF|dMERUC|dEBLCP
       |dDEBSZ|dYDXCP|dOCL|dOCLCQ 
049    GTKE 
050  4 HF5415.5|b.G37 2005 
082 04 658.8/12/076|222 
100 1  Garber, Peter R. 
245 10 25 reproducible activities for customer service excellence
       /|cPeter R. Garber. 
246 3  Twenty-five reproducible activities for customer service 
       excellence 
264  1 Amherst, MA :|bHRD Press,|c[2005] 
264  4 |c©2005 
300    1 online resource (ix, 163 pages) :|billustrations 
336    text|btxt|2rdacontent 
337    computer|bc|2rdamedia 
338    online resource|bcr|2rdacarrier 
505 0  Table of Contents; Preface; Introduction; Part 1 -- 
       Communication; 1 The Customer'sFirst Perceptions; 2 
       Customer Paradigms; 3 Listening to theCustomer; 4 Say It 
       Again; 5 Finding the Customer; 6 Rumors; 7 Learning to 
       Listen; Part 2 Phone Power; 8 Greetings; 9 Telephone Tag; 
       10 Telephone Messages; 11 Telephone Listening; 12 Phone 
       Skills; Part 3 Customer Service Skills; 13 Customer 
       Reflections; 14 Characteristics ofSuccessful Customer 
       Service; 15 Five Steps to BetterCustomer Service; 16 
       Customer ServiceDiseases; 17 Buying Personalities; Part 4 
       Customer Service Strategies; 18 Who's the Customer? 
505 8  19 Customer Complaints20 Customer Service Personalities; 
       21The ABCs of Customer Service; Part 5 Achieving Results; 
       22 Self-Fulfilling Prophecies; 23 Word Games; 24 Winning 
       and Losing with the Customer; 25 Buying Decisions. 
520    Training Objectives: Provide opportunities for individuals
       to try out new skills without cost to either the 
       organization or the individual; Provide training in areas 
       that can only be developed by practice; Obtain feedback 
       from observers to aid personal development; Enable 
       participants to test their skills in a variety of real-
       life situations; Enable participants to practice in a risk
       -free environment. Select role-plays to develop skills in 
       each of the five main interview types: Selection; 
       Discipline; Appraisal; Separation; Counseling. Time 
       Guidelines: Each role play takes between 11/2 and 2 ho. 
588 0  Print version record. 
650  0 Customer services|xStudy and teaching|vProblems, exercises,
       etc. 
650  0 Customer relations|xStudy and teaching|vProblems, 
       exercises, etc. 
650  0 Service industries workers|xTraining of|vProblems, 
       exercises, etc. 
650  7 BUSINESS & ECONOMICS|xCustomer Relations.|2bisacsh 
650  7 Customer relations|xStudy and teaching.|2fast
       |0(OCoLC)fst00885542 
650  7 Customer services|xStudy and teaching.|2fast
       |0(OCoLC)fst00885564 
650  7 Service industries workers|xTraining of.|2fast
       |0(OCoLC)fst01113490 
655  7 Problems and exercises.|2fast|0(OCoLC)fst01423783 
776 08 |iPrint version:|aGarber, Peter R.|t25 reproducible 
       activities for customer service excellence.|dAmherst, MA :
       HRD Press, ©2005|z0874258480|w(OCoLC)71736562 
914    ocn757519491 
994    93|bGTK