How to Say it
Autor Jack Griffinen Limba Engleză Paperback – 5 mar 2013
This book provides practical, results-oriented guidance for effective communication with customers through sample words, phrases, scripts, and strategies applied to real-world examples.
Unlike the vast majority of books that deal with customer communication, How to Say It®: Creating Complete Customer Satisfaction does not separate sales from customer service communications, but instead integrates them into a single book. Readers will learn how to:
- Speak the language of Yes by asking the right questions
- Get referrals through established customers
- Offer value through solutions, satisfaction, and trust
- Anticipate and preempt objections
- Own a problem by owning the solution
Preț: 148.85 lei
Puncte Express: 223
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Specificații
ISBN-13: 9780735205253
ISBN-10: 0735205256
Pagini: 274
Dimensiuni: 156 x 235 x 16 mm
Greutate: 0.47 kg
Ediția:New.
Editura: Penguin Publishing Group
ISBN-10: 0735205256
Pagini: 274
Dimensiuni: 156 x 235 x 16 mm
Greutate: 0.47 kg
Ediția:New.
Editura: Penguin Publishing Group
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Notă biografică
Jack Griffin is the author of How to Say It at Work and How to Say It for First-Time Managers. He is a communications expert and consultant to small businesses, entrepreneurs, cultural institutions, and publishers.
Cuprins
Preface: Irreplaceable, Indispensable, Incredible You xi
Part 1 Finding Facts and Facing Facts
1 Reality Check 3
2 Get Hold of Yourself 13
3 Dig for Buried Treasure 23
4 Taking Aim 43
Part 2 Standing Out and Fitting In
5 Uncommon Courtesy 65
6 From Office Politics to Office Diplomacy 91
7 Be the "Go-To"Brand 107
8 Creating Satisfaction 133
9 Hard Heads, Hard Hearts, and Hard Asses 155
Part 3 Holding On and Breaking Through
10 A Handbook of Hazards 169
11 The Indispensable Network 183
12 Stepping Out and Stepping Up 197
Index 215
Part 1 Finding Facts and Facing Facts
1 Reality Check 3
2 Get Hold of Yourself 13
3 Dig for Buried Treasure 23
4 Taking Aim 43
Part 2 Standing Out and Fitting In
5 Uncommon Courtesy 65
6 From Office Politics to Office Diplomacy 91
7 Be the "Go-To"Brand 107
8 Creating Satisfaction 133
9 Hard Heads, Hard Hearts, and Hard Asses 155
Part 3 Holding On and Breaking Through
10 A Handbook of Hazards 169
11 The Indispensable Network 183
12 Stepping Out and Stepping Up 197
Index 215