MARC Record from marc_overdrive

LEADER: 02537nam 2200265Ka 4500
008 000000s2009 nyu s 000 0 eng d
040 $aTEFOD$cTEFOD
006 m d
007 cr cn---------
020 $a9780814414453 (electronic bk. : Adobe Digital Editions)
037 $bOverDrive, Inc.$nhttp://www.overdrive.com
100 1 $aAssociates, Performance Research $q(Performance Research Associates).
245 10 $a101 Activities for Delivering Knock Your Socks Off Service$h[electronic resource].
260 $aNew York :$bAMACOM Books,$c2009.
500 $aTitle from eBook information screen.
520 $aToday's customers are demanding service that is faster, better, and more personalized than ever before. How can organizations ensure that they are prepared to meet that challenge? The latest addition to the best-selling Knock Your Socks Off Service℗ʼ series, 101 Activities for Delivering Knock Your Socks Off Service provides readers with the practical tools and cost-effective training required to help meet their customers' needs. Taking the unique position of seeing things from the customer's perspective, this collection of fun and enlightening exercises teaches customer service managers and employees valuable ways to help their organizations provide world-class service, and helps them create an action plan for improvement. Written in the same accessible and humorous style that made Delivering Knock Your Socks Off Service so popular, this companion guide covers such topics as:How to say noEmpathy vs. sympathyService recoveryListeningE-mailTelephone skillsCustomers from hellWinning words and soothing phrasesAnticipting customer needsBuilding reliabilityCustomer feedbackKeeping a stress logAnd moreThese simple but effective activities take only minutes, but deliver truly powerful, lasting results.
533 $aElectronic reproduction.$bNew York :$cAMACOM Books,$d2009.$nRequires Adobe Digital Editions (file size: 1833 KB).
538 $aRequires Adobe Digital Editions (file size: 1833 KB).
653 #0 $aBusiness
653 #0 $aNonfiction
655 7 $aElectronic books.$2local
776 1 $cOriginal$z9780814414446
856 4 $uhttp://search.overdrive.com/SearchResults.aspx?ReserveID={59885597-8FEF-4D4C-B966-EC56D9DE1F9D}$zClick for library availability
856 4 $uhttp://www.librarybin.com/ContentDetails.htm?ID=59885597-8FEF-4D4C-B966-EC56D9DE1F9D$zClick to purchase
856 4 $3Image$uhttp://images.contentreserve.com/ImageType-100/0409-1/{59885597-8FEF-4D4C-B966-EC56D9DE1F9D}Img100.jpg