Excellence in Service: Basic +CBT, Instructor's Edition |
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| Author:
| NII,
Course Technology Ilt Staff, |
| ISBN: | 978-1-4188-4607-7 |
| Publication Date: | Dec 2004 |
| Publisher: | Crisp Publications, Incorporated
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| Book Format: | Other book format |
| List Price: | AUD $57.95 |
Book Description:
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This ILT Series course teaches students the basics of customer service. Students will learn how to develop and maintain a positive attitude, show extra attentiveness to customers, use customer-friendly language, and deal effectively with customer complaints and problems. Finally, students learn how to build rapport with customers, interpret non-verbal communication skills, provide quality customer service over the telephone, and communicate effectively through e-mail. This instructor's...
More DescriptionThis ILT Series course teaches students the basics of customer service. Students will learn how to develop and maintain a positive attitude, show extra attentiveness to customers, use customer-friendly language, and deal effectively with customer complaints and problems. Finally, students learn how to build rapport with customers, interpret non-verbal communication skills, provide quality customer service over the telephone, and communicate effectively through e-mail. This instructor's edition is designed for quick scanning in the classroom, and filled with interactive exercises. Comes with a companion CBT program.