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OCoLC |
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20240909213021.0 |
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m o d |
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130510s2010 xx ob 001 0 eng d |
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|a IDEBK
|b eng
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|a 961656329
|a 962717247
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|a 1299055907
|q (ebk)
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|a 9781299055902
|q (ebk)
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|a 9781869222222
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|a 1869222229
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|z 9781869221591
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|a (OCoLC)843003411
|z (OCoLC)961656329
|z (OCoLC)962717247
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|a 436840
|b MIL
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|a HF5415.5
|b .O88 2010eb
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|a HCDD
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1 |
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|a O'Sullivan, Larry.
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1 |
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|a Client Service Excellence :
|b the 10 Commandments.
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| 260 |
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|b Knowres Publishing,
|c 2010.
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| 300 |
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|a 1 online resource
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| 336 |
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|a text
|b txt
|2 rdacontent
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| 337 |
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|a computer
|b c
|2 rdamedia
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| 338 |
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|a online resource
|b cr
|2 rdacarrier
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| 588 |
0 |
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|a Print version record.
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|a Includes bibliographical references and index.
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|a Cover; Copyright; TABLE OF CONTENTS; ABOUT THE AUTHOR; FOREWORD; PREFACE; INTRODUCTION; CHAPTER 1 YOU DON'T HAVE TO BE A GURU -- JUST LIVE LIKE ONE; YOUR INHERENT QUALITIES; IS THE CLIENT NUMBER ONE?; YOU (PTY) LTD; BRIDGING THE GAP BETWEEN THE CLIENT AND THE BUSINESS; FIRST PLAY TO YOUR STRENGTHS ... THEN IMPROVE ON YOUR LIMITATIONS; CHAPTER 2 WHAT WORKS FOR YOU?; NO TWO PEOPLE WORK EXACTLY THE SAME; ACQUIRING THE "TOOLS" FOR THE JOB; START YOUR OWN TOOLBOX; GET INTO THE HABIT OF USING YOUR "TOOLS"; EXPERIENCES WILL BECOME YOUR EDUCATION; NO ONE CAN PRESCRIBE TO YOU ... IT'S YOUR CHOICE.
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| 505 |
8 |
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|a CHAPTER 3 FIRST IMPRESSIONS -- LAST IMPRESSIONSFIRST IMPRESSIONS SET THE TONE OF THE RELATION-SHIP; A POSITIVE SELF-IMAGE AND SELF-ESTEEM; RE-EXAMINE THE WAY YOU WORK; YOU CAN LOSE A DEAL WITHOUT EVEN KNOWING IT; THAT LAST IMPRESSION WILL ALWAYS BE REMEM-BERED ... ; CHAPTER 4 WHAT IS CLIENT SERVICE EXCELLENCE?; DEFINITION OF CLIENT SERVICE EXCELLENCE; THE BASICS OF CLIENT SERVICE EXCELLENCE; WHAT IS THE IMPACT OF CLIENT SERVICE EXCEL-LENCE IN YOUR LIFE?; THE 6Cs MODEL -- THE ESSENTIALS OF CLIENT SERVICE EXCELLENCE; THERE ARE TWO PARTIES THAT MAKE UP THE BASIS FOR EXCELLENT SERVICE.
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|a PUT YOURSELF IN THE CLIENT'S SHOESREFERRAL OF BUSINESS; THE SPRINT OR MARATHON SERVICE MODEL; KNOWLEDGE IS POWER; CHAPTER 5 LOYALTY AND RETENTION OF CLIENTS; FACTORS THAT LEAD TO CLIENT LOYALTY AND RETENTION; THE COST OF RETAINING CLIENTS; CHAPTER 6 BARRIERS TO CLIENT SERVICE EXCELLENCE; FOR EVERY ROADBLOCK THERE IS A DETOUR; ELIMINATION OF BARRIERS; EMPOWER THE PEOPLE; BARRIERS IN OTHER FORMS; CHAPTER 7 A SUPPORT BASE; YOUR PERSONAL SUPPORT STAFF; MANAGEMENT; REFERENCE TO OTHER QUALIFIED STAFF AND SEG-MENTS OF THE BUSINESS; SYSTEMS OF SUPPORT.
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|a CHAPTER 8 THE THREE PRINCIPLES TO CLIENT SERVICE EXCELLENCEPRINCIPLE NUMBER 1: SEE THE BIG PICTURE; PRINCIPLE NUMBER 2: RESPECT THE PERSONALITY/ PSYCHOLOGY OF YOUR CLIENT; PRINCIPLE NUMBER 3: DISCOVER AND USE YOUR STRENGTHS AND SUPPORT SYSTEM; CHAPTER 9 THE 10 COMMANDMENTS TO CLIENT SERVICE EXCELLENCE; THE 10 COMMANDMENTS AT WORK; HOW THE 10 COMMANDMENTS ARE INTERTWINED WITH ALL OTHER SERVICE CONCEPTS; CHAPTER 10 COMMANDMENT NUMBER ONE: POSITIVE AND HELPFUL ATTITUDE; HOW TO STAY MOTIVATED AND DISPLAY A POSITIVE ATTITUDE; POSITIVE AND HELPFUL ATTITUDE; TAKING RESPONSIBILITY.
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|a COMMUNICATION -- STAY IN THE LOOPA POSITIVE AND HELPFUL ATTITUDE -- GENERAL ISSUES; TEAMWORK; ARE YOU IN THE RIGHT MOOD TO SERVE OR SELL?; CHAPTER 11 COMMANDMENT NUMBER TWO: VALUES; PERSONAL AND BUSINESS ETHICS; YOU WEAR YOUR COMPANY'S CULTURE ON YOUR SLEEVE; ADDING A PERSONAL TOUCH; YOUR WORD SHOULD BE YOUR BOND; WHAT ARE THE IMPORTANT PRINCIPLES YOU LIVE BY?; CHAPTER 12 COMMANDMENT NUMBER THREE: PASSION FOR SERVICE; LIVE THE BRAND; SOLUTIONS, NOT EXCUSES; DEALING WITH MISTAKES; MAKE THE CALL NOW; FLEXIBILITY; DON'T ACCEPT MEDIOCRITY; CHAPTER 13 COMMANDMENT NUMBER FOUR: GO THE EXTRA MILE.
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| 650 |
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0 |
|a Customer relations
|x Management.
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| 650 |
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|a Customer services.
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| 650 |
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7 |
|a Customer relations
|x Management
|2 fast
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| 650 |
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7 |
|a Customer services
|2 fast
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| 758 |
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|i has work:
|a Client Service Excellence (Text)
|1 https://id.oclc.org/worldcat/entity/E39PCYQFq6pK3Jc7wypCTGjQv3
|4 https://id.oclc.org/worldcat/ontology/hasWork
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| 776 |
0 |
8 |
|i Print version:
|z 9781299055902
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| 856 |
4 |
0 |
|u https://ebookcentral.proquest.com/lib/holycrosscollege-ebooks/detail.action?docID=3544795
|y Click for online access
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| 903 |
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|a EBC-AC
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| 994 |
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|a 92
|b HCD
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