Please Every Customer: Delivering Stellar Customer Service Across Cultures - Couverture souple

Lucas, Robert

Couverture souple

ISBN 10 : 0071748369 ISBN 13 : 9780071748360

Editeur : McGraw-Hill Education, 2011

Synopsis

Deliver Valuable Service to a New World of Customers

As the economy globalizes, customers are becoming more and more diverse making your job harder than ever. Regardless of differences in values, age, abilities, and other factors, the pressure is on to deliver exceptional customer service every step of the way. Help is here.

Please Every Customer provides key information about how people of different cultures and groups communicate, view relationships, and value time—so you can provide the best service for each of your customer’s needs and expectations.

Whatever the nationality, age, or gender of your customer, Please Every Customer gives you the tools to:

• Overcome differences in language
• Recognize and accommodate customer needs
• Make positive first impressions
• Avoid stereotypes
• Gain trust
• Listen “actively”
• Identify crucial nonverbal cues

The age-old customer-service maxim “the customer is always right” isn’t enough anymore. Use Please Every Customer as your road map to navigate the new world of customer service.

A propos du livre

À propos de l?auteur

Robert W. Lucas earned a B.S. in law enforcement from the University of Maryland in College Park; an M.A. with a focus in human resources development from George Mason University in Fairfax, Virginia; and a second M.A. in management and leadership from Webster University in Orlando, Florida. He is an internationally known award-winning author and learning and performance expert who specializes in workplace performance-based training and consulting services. Professor Lucas has more than four decades of experience in human resources development, management, and customer service. He has written and contributed to 36 books, training video leaders guides, and compilations. He also has taught training and development, diversity, and interpersonal and organizational communication at the masters level for almost two decades at Webster University.

Détails de l'édition

• Éditeur: McGraw-Hill Education
• Date d'édition: 2011
• Langue: anglais
• ISBN 10: 0071748369
• ISBN 13: 9780071748360
• Reliure: Broché
• Nombre de pages: 304
• Coordonnées du fabricant: non disponible
• Personne responsable: non disponible