don t go overboard with the hyperlinks
Tài liệu 101 customer service training scripts for handling any situation pptx
Ngày tải lên :
22/02/2014, 09:20
... can t succeed with them by memorizing them or using them in every situation The key to customer service is doing the right thing at the right time To be able to choose the right techniques and to ... acknowledge the facts of the situation and the emotions, but you don t want to dwell on them Focusing on them results in longer interactions that tend to be more emotional Active Listening Active listening ... not going to continue the conversation until we deal with the specific issue that I want to deal with It involves repeating the same message, but in different words, until the customer starts to...
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101 tình huống liên quan đến phục vụ khách hàng và cách xử lý
Ngày tải lên :
16/04/2014, 17:03
... can t succeed with them by memorizing them or using them in every situation The key to customer service is doing the right thing at the right time To be able to choose the right techniques and to ... acknowledge the facts of the situation and the emotions, but you don t want to dwell on them Focusing on them results in longer interactions that tend to be more emotional Active Listening Active listening ... not going to continue the conversation until we deal with the specific issue that I want to deal with It involves repeating the same message, but in different words, until the customer starts to...
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Perfect Phrases for Customer Service.Also available from McGraw-Hill potx
Ngày tải lên :
28/06/2014, 17:21
... can t succeed with them by memorizing them or using them in every situation The key to customer service is doing the right thing at the right time To be able to choose the right techniques and to ... acknowledge the facts of the situation and the emotions, but you don t want to dwell on them Focusing on them results in longer interactions that tend to be more emotional Active Listening Active listening ... not going to continue the conversation until we deal with the specific issue that I want to deal with It involves repeating the same message, but in different words, until the customer starts to...
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improving customer service quality for individual customers at bank for investment and development of vietnam - western hanoi branch
Ngày tải lên :
01/11/2014, 03:32
... requiring customers to take their contacts, such as phone number…) With the statement "Staffs accurately estimate the transaction time", there is a small number of customers not agree with this view ... keeping frequent contact with the customers is of great importance However, BIDV is not really good at this, as 14% of the customers complained that it is not easy for them to contact the staff, 9% ... Customers Transactions department or Individual Customers Relations department Through these interviews, the author may understand the viewpoint of the interviewee about the current situation...
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Providing Superior Customer Service
Ngày tải lên :
18/10/2012, 16:06
... your customers believe they are important to you by always appearing to go the extra mile Build a little cushion into a deadline and deliver early Estimate that a job will cost more than you think, ... service will make it difficult to compete If 24-hour turnaround is excellent service in your industry, don' t promise it in 12 just because the customer requests it (Copyright © 1995-2009, American ... present for an important client, even if you don' t usually provide gift wrapping You might stay up late to finish a project if a client suddenly has a deadline moved up, or travel in a snow storm to...
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Customer Service - Principles of Service Marketing and Management - C Lovelock & L Wright
Ngày tải lên :
07/02/2013, 09:52
... realized at the moment of truth, when the service provider and the service customer confront one another in the arena At that moment they are very much on their own It is the skill, the motivation, ... not all prospects are attractive either Thus marketers should ask: What are the key characteristics of the market segments that we target? The more a firm knows about its existing customers, the ... goods It's important to distinguish between the core product that the customer buys and the set of supplementary services that often accompany that product For instance, the core product of the...
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CUSTOMER SERVICE RECOMMENDATIONS TO INCREASE SALES FOR KICHI-KICHI HOTPOT BAR ON 61 MA MAY STREET, HA NOI
Ngày tải lên :
15/04/2013, 13:51
... and talk with customers as well The best business owners are not only committed to staying close to their clientele, but also identify with them They give their customers the level of service they ... just within ten minutes while the quantity of customers there is not so crowded In other time, the researcher has to wait them 20 minutes for drinks The environment at F1 is boring without music ... on time and in time When a problem related to customers’ interests appears, they want it to be solved immediately To satisfy clients, you have to set them first The first step is to set standards...
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Marketing - Chapter 2: Delivering customer service
Ngày tải lên :
23/10/2013, 20:15
... Ensure that the customer if talking to the right person in the organisation 2.3.5.Recording complaints details • An important task must always be completed is the recording of the complaint with ... how they master the art of building rapport with their customers 2.2.2 Complete the sale efficiently • Rapport building continues through to the final transaction of a purchase • Whatever transaction ... request from internal customers • Acknowledge the request, indicate whether you can meet that request immediately or at a later time, and let them know what action is being taken to fulfil their...
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customer service
Ngày tải lên :
27/10/2013, 12:15
... cause determination: - check of the quality recordings - check of the stocks commodity (product audit) - of attempts locally and in the house - other activities Over the cause of the complaint the ... processed the possible rear wall AR A possible credit note by addition costs is to be determined in co-operation with the sales, whereby the sales must lead the negotiations Afterwards the complaint with ... Accommodation of the complaint Apart from the input into the data base also the immediate measures stated in the form are to be initiated so far necessarily and meaningfully Cause determination To...
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Tài liệu KRONE - Guide - How to implement Cost effective CCTV at customer premises pdf
Ngày tải lên :
16/01/2014, 21:20
... way to prevent the ingress of moisture, dust and other contaminants into the connection Indeed these products may also provide an ideal solution for exterior mounted cameras and equipment Additionally ... distance up to 915m (3000 ft) Some balun systems provide controls to make incremental adjustment of both gain and frequency compensation to allow the system to be fine-tuned for the twisted pair ... features provide adjustment for optimum performance over the entire operating range and allow for cable length to be estimated with a wide safety margin; when bidding for CCTV twisted pair transmission...
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Tài liệu Chăm sóc khách hàng ( Customer Service ) doc
Ngày tải lên :
17/01/2014, 03:20
... some of the ways to measure customer/user satisfaction? What steps can you take to establish a "customer first" attitude in the organization? In what ways can an organization transfer a "customer ... "customer first" attitude to the Internet? Tell us about the customer service training programs that you have implemented In what manner can business processes reinforce customer service training? ... the citizen? 13 14 15 16 17 18 19 Name five criteria essential to establishing effective service standards Name some of the criteria that may be included in a citizen satisfaction survey What...
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evaluate effectiveness of customer service activities in increasing sales for kichi-kichi hot pot bar restaurant on 61 ma may street
Ngày tải lên :
17/02/2014, 12:43
... must listen to and talk with customers as well There is no substitute for getting out "where the action is" to learn from the customers themselves how you might serve them better The best business ... not only committed to staying close to their clientele, but also identify with them They give their customers the level of service they themselves would expect to receive Moreover, a good relationship ... never meet company management; they often still score company through these representatives To satisfy clients, you have to set them first The first step is to set standards Then, make certain everyone...
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Tài liệu Telephone (or E-mail) Customer Service doc
Ngày tải lên :
22/02/2014, 12:20
... customers but only one agent can deal with the commercial customers, you want to break it down a little further The point is that when your customer gets that all-important human voice, the route ... only if it is used correctly It gives them a moment to think about what they want without uncomfortable silences There are some ground rules • Don t make the customer wait more than two or three ... are two vital points to this • We haven t admitted that the machine is faulty • We have engaged the customer in finding a solution The art of apology is in how you phrase the statement Just saying...
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Management Actions Could Enhance Customer Service docx
Ngày tải lên :
08/03/2014, 14:20
... finding lenders to serve their students, and FFELP lenders actively marketed their products to them and their students Thirty-nine percent of schools that participated in the Direct Loan Program ... organization that enters into a contract with Title IV-eligible institutions to administer the school’s Title IV program Page 20 GAO-04-107 Direct Student Loan Program Despite overall satisfaction with ... estimates by weighting the survey data by the ratio of the population size to the sample size This method of estimation assumes that the response for this survey was equivalent to probability...
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TEN SECRETS FOR SUCCESSFUL CUSTOMER SERVICE ppt
Ngày tải lên :
15/03/2014, 14:20
... these precious employees of having to perform many repetitive—yet critical tasks time-sensitive tasks—thereby freeing them to support other strategic projects The bottom line? Responsive, automated, ... they can help themselves on a web site, they can get faster answers to their most pressing questions 24 hours a day, seven days a week They also develop the perception that the company site they're ... “containers” that reflect the way users actually think about and search for content—not how a web site manager guesses they might It’s also important to always give customers the ability to turn to email,...
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