Description
Viva Books Why My Horse Doesnt Smile 2010 Edition by Vivek Mehrotra
The growing importance of customer satisfaction has lead to a great amount of research and discussion in ideas and principles of customer service. Businesses look for new and improved methods of customer service, in order to provide higher levels of customer satisfaction. This book provides effective guidelines and techniques, supported by practical examples for the improvement of customer service.Contents:Customer service representative: The profile • Customer service: An introduction • Expressing yourself: Grooming • Smile: An essential dress • Self-esteem • Customer service: An attitude • Express yourself: Communication • Listening • Rephrasing • Telephone etiquette • Creating rapport: Greeting • Querying the customers • Handling difficult customers • Handling stressful situations • Follow-upAbout the Authors: Vivek Mehrotrais an accomplished soft-skill trainer. Vivek garnered a vivid experience of twenty-six years in sales, marketing and training in a variety of industries such as Pharmaceutical, Telecom and Retail. Vivek is currently working as the General Manager, Head (Talent Transformation & Development) with Reliance Retail Ltd. He has authored several bestsellers like • Why My Horse Doesn't Drink: Learn to Motivate People around You • Why My Horse Doesn't Listen: Learn to Communicate Effectively • Essentials of Pharmaceutical Sales Management • Get, Set & Grow: A Handbook for Medical Representatives. Visit him @ www.vivekmehrotra.comNeelesh kapoorhas extensive experience of over a decade in sales, customer service, technical support and training with a variety of industries such as Telecom, Retail and BPOs. Beginning his career modestly as a sales executive, his uncanny ability to learn and share knowledge with budding aspirants enabled him to create a niche for himself among the training fraternity, especially in Customer Service Delivery. Neelesh is currently working with Tata Teleservices Ltd as Deputy Manager, Operations â€" Learning & Development. Visit him @ www.neelesh.webs.comTarget Audience:Customer service executives, sales people and their managers.