http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-2.xsd
how to manage your customer relationships
xxiii, 266 pages : illustrations ; 23 cm
"Take Charge! gives you the professional know-how to manage all of your customer interactions. No matter how demanding the customer. No matter how difficult the situation." "Enjoy Major's "we're in this together" approach as she shares candid, and at times amusing, personal experiences. She understands your challenges. A service pro herself, she's managed service operations and dedicated six years to training people how to succeed in demanding service environments. Take Charge! gives you five Professional processes for managing your interactions - practical processes which have proven effective for thousands of people in many service professions. Use this book as your professional resource. Consult it to prepare for critical interactions with your customers, associates and managers. And to diagnose unsatisfactory experiences. Find out how to take charge and lead the way to more productive work relationships. Make your job easier, more enjoyable, and advance your professional standing." "Take Charge! is based on the leading training program for service professionals: ROI 100 Plus. Users include The Arbitron Ratings Company, Atlanta Gas Light Company, Bell Atlantic, Boeing Computer Services, General Electric, GTE Spacenet, IBM, Intel, Motorola, NEC America, Nikon Precision, Northeast Utilities, NYNEX, Pitney Bowes, Sprint, Unisys and the Federal Govemment."--BOOK JACKET.
Ch. 1. Pro-Act: How To Develop Professional, Productive Momentum -- Ch. 2. LIST(r): How To Use a Four-Step Process To Manage Your Interactions -- Ch. 3. Defuse: How To Manage Situations With Upset and Angry People -- Ch. 4. Self-Assess: How To Maximize Your Personal Effectiveness by Understanding Your Style -- Ch. 5. Relate: How To Work Successfully With Everyone -- Ch. 6. Charge!: How To Advance.
Includes bibliographical references (pages 241-243) and index.