Customers craft : keeping the customer satisfied /
Customers craft : keeping the customer satisfied /
Hotel and Catering Training Company.
- 2nd ed.
- London : Macmillan, 1989.
- v, 82 p. : ill. ; 30 cm.
Includes index.
What is customercraft? -- Customercraft and you -- Becoming better at customercraft 1 -- Becoming better at customercraft 2 -- You as a customer -- Customers are important; you are important -- Your customers -- Who are your customers 1? -- Who are your customers 2? -- What do your customers want? -- Your place of work -- What you need to know about your place of work 1 -- What you need to know about your place of work 2 -- What you need to know about your locality -- Knowing yourself -- Taking a look at yourself 1 -- Taking a look at yourself 2 -- The kind of person you are 1 -- The kind of person you are 2 -- What you are saying -- Body language 1 -- Body language 2 -- Listening -- Questions -- Speaking 1 -- Speaking 2 -- On the telephone 1 -- On the telephone 2 -- Writing messages -- Writing letters -- Other aspects of communication -- Making assumptions -- First impressions 1 -- First impressions 2 -- Lasting impressions -- 'Awkward' customers -- Dissatisfied customers 1 -- Dissatisfied customers 2 -- Selling -- Why you sell, why they buy -- How you can sell -- How you can sell a little bit more 1 -- How you can sell a little bit more 2 -- How you can sell something different -- Customercraft -- Looking at the future 1 -- Looking at the future 2.
0333463420
Customer services.
Quality assurance
Consumer satisfaction.
658.812
Includes index.
What is customercraft? -- Customercraft and you -- Becoming better at customercraft 1 -- Becoming better at customercraft 2 -- You as a customer -- Customers are important; you are important -- Your customers -- Who are your customers 1? -- Who are your customers 2? -- What do your customers want? -- Your place of work -- What you need to know about your place of work 1 -- What you need to know about your place of work 2 -- What you need to know about your locality -- Knowing yourself -- Taking a look at yourself 1 -- Taking a look at yourself 2 -- The kind of person you are 1 -- The kind of person you are 2 -- What you are saying -- Body language 1 -- Body language 2 -- Listening -- Questions -- Speaking 1 -- Speaking 2 -- On the telephone 1 -- On the telephone 2 -- Writing messages -- Writing letters -- Other aspects of communication -- Making assumptions -- First impressions 1 -- First impressions 2 -- Lasting impressions -- 'Awkward' customers -- Dissatisfied customers 1 -- Dissatisfied customers 2 -- Selling -- Why you sell, why they buy -- How you can sell -- How you can sell a little bit more 1 -- How you can sell a little bit more 2 -- How you can sell something different -- Customercraft -- Looking at the future 1 -- Looking at the future 2.
0333463420
Customer services.
Quality assurance
Consumer satisfaction.
658.812