# Highly Recommended《Bran-New + How To Deliver Valuable Service and Good Customer Experience(CX) To New Globalized Customers》Robert W. Lucas - PLEASE EVERY CUSTOMER : Delivering Stellar Customer Service Across Cultures
This Internationally Acclaimed Bestseller in Customer Service Training Book in paperback edition is a bran-new book and nicely wrapped with protective book-wrapper. The original new book is sold at usual price RM107.10. Now here Only at RM26. As the economy globalizes, customers are becoming more and more diverse making your job harder than ever. Regardless of differences in values, age, abilities, and other factors, the pressure is on to deliver exceptional customer service every step of the way. Help is here. Please Every Customer provides key information about how people of different cultures and groups communicate, view relationships, and value time―so you can provide the best service for each of your customer's needs and expectations. Whatever the nationality, age, or gender of your customer, Please Every Customer gives you the tools to: ● Overcome differences in language ● Understand Cultural diferences ● Recognize and accommodate customer needs ● Make positive first impressions ● Avoid stereotypes ● Gain trust ● Listen "actively" ● Identify crucial nonverbal cues ● Serve a diverse customer base The age-old customer-service maxim "the customer is always right" isn't enough anymore. Use Please Every Customer as your road map to navigate the new world of customer service. Whether you are new to customer service or have more experience, you will find Please Every Customer: Delivering Stellar Customer Service Across Cultures to be a valuable resource. In it, you will find a variety of helpful information and hundreds of tips, ideas and suggestions related to how people from different cultures communicate, view relationships and time, what they value and believe. You will also explore strategies for dealing with people who are not the same as you in that they speak another language, have diverse abilities, differ in age and gender, or have various behavioral preferences. Additionally, you will identify proven strategies that can assist you in better communicating with customers and for modifying your behavior to meet a given situation when dealing with other people. To help aid you in dealing with others, you will have an opportunity through activities called Focus on Positive Global Service to think about ways that you can apply concepts that you learn in the book. You will also read specific service implementation suggestions called Positive Global Service Action Tips that can be applied immediately to enhance your success when dealing with customers. Once you finish reading this book of proven service strategies, I am sure that you will have the basic tools you need to provide positive global service to all your customers. About the Author Bob Lucas is an internationally-known award-winning author and learning and performance expert who specializes in workplace performance-based training and consulting services. He has over four decades of experience in human resources development, management and customer service in a variety of organizational environments and was the 1995 and 2011 President of the Central Florida Chapter of the Association for Talent Development (CFC-ASTD). Bob has lived, traveled and worked in twenty-nine different countries and geographic areas. His life experiences give him a real-world perspective on the application of theory he has studied and used. In addition to having the top-selling customer service textbook in the United States, Bob has written and contributed to thirty-six other books, training video leader's guides and book compilations. He has shared his knowledge on a variety of workplace learning topics, such as creative training and management program development, train-the-trainer, customer service, presentation skills, interpersonal communication, adult learning, diversity, team building, and employee and organizational development with workplace professionals from hundreds of national and international organizations. He also taught training and development, diversity and interpersonal/organizational communication at the Master's level for almost two decades while at Webster University Table of Contents: Introduction; ➭ Chapter 1: Delivering Effective Customer Service in a Diverse World; ➭ Chapter 2: Identifying and Dealing with Consumer Behavior; ➭ Chapter 3: Creating a Professional Service Image; ➭ Chapter 4: Improving Interpersonal Communication Skills; ➭ Chapter 5: Tapping Non-Verbal Communication Skills for Success; ➭ Chapter 6: Really Listening to What the Customer is Saying; ➭ Chapter 7: Managing Your Time to your Advantage; ➭ Chapter 8: Reducing Stress on the Job; ➭ Chapter 9: Addressing Service Breakdowns; ➭ Chapter 10: The Role of Technology in Closing the Global Service Gap; Appendixes; Resources
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