MARC Record from Library of Congress

LEADER: 02777cam a2200313 a 4500
001 2008013033
003 DLC
005 20090901091756.0
008 080321s2008 njua 001 0 eng
010 $a 2008013033
020 $a9781601630131
020 $a1601630131
035 $a(OCoLC)179812645
035 $a(OCoLC)ocn179812645
035 $a(OCoLC)ocn179812645
037 $a1277992$bQBI
040 $aDLC$cDLC$dQBX$dBTCTA$dBAKER$dVP@$dDLC
050 00 $aHF5415.5$b.B3425 2008
082 00 $a658.8/12$222
100 1 $aBailey, Keith,$d1945-
245 10 $aCustomer service in an instant :$b60 ways to win customers and keep them coming back /$cKeith Bailey & Karen Leland.
260 $aFranklin Lakes, NJ :$bCareer Press,$cc2008.
300 $a159 p. :$bill. ;$c21 cm.
500 $aIncludes index.
500 $a"Master the four core customer styles. Learn to say 'no' with service. Bounce back from service breakdowns."
505 0 $aAssess your working style -- Avoid negative filters -- Backtrack key words -- Be Web wise -- Beware of burnout -- Bridge the language barrier -- Build a bridge -- Choose your level of conversation -- Conquer complaining customers -- Counter coworker conflict -- Create customer-friendly systems -- Define customer needs -- Deliver constructive criticism -- Ditch your default response -- Evaluate your service skills -- Find and fix e-mail mistakes -- Focus on essence -- Gather feedback -- Get to know the people pleaser -- Go the extra mile -- Handle complaints with care -- Hire some help -- Improve your listening habits -- Inspire a learning environment -- Integrate voicemail excellence -- Keep the service message alive -- Know your stress response -- Learn the art of complaining -- Locate your stress level -- Make your service tangible -- Manage abusive customers -- Master body language basics -- Navigate a heated conversation -- Open to feedback -- Pace your way to better rapport -- Pay attention, really -- Play with the passionate persuader -- Practice the art of the compliment -- Provide empathy -- Raise questions -- Recover from service blunders -- Redefine your service -- Reframe your outlook -- Respect the power player -- Rev up your recognition -- Say "I," not "you" -- Say no with style -- Set expectations on the spot -- Strengthen service habits -- Style step -- Switch filters -- Temper your telephone tone -- Think through outsourcing -- Treat your colleagues as customers -- Tune up your telephone etiquette -- Turn service into sales -- Understand the problem solver -- Upgrade your influence -- Walk your talk -- Work out a working styles profile.
650 0 $aCustomer services.
700 1 $aLeland, Karen.
856 41 $3Table of contents only$uhttp://www.loc.gov/catdir/toc/ecip0814/2008013033.html