Customer Service
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Die Bedürfnisse des Kunden verstehen
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Das Kano-Modell der Attraktiven Qualität
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Kundenorientierung
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Aktives und empathisches Zuhören
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Das Frontline Office: Das Management der schwierigen Fälle
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Business Phone Calls: Complaint Handling
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Sales Techniques: Approaching the Client
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Sales Techniques: Pitching Your Product Or Service
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The Front Line: Looking After the Customer
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Developing and Implementing Sales Plans
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Sales Techniques: Overcoming Objections
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The Ten Dimensions of Service Quality
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The Front Line: Welcoming Customers
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The Telephonic Front Line
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The Front Line: How to Leave Quality Memories
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Understanding Customer Needs
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The Kano Quality Model
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Sales Techniques: Closing the Sale