TY  - BOOK
AU  - Forde,John E.
TI  - Customer relations & rapport
SN  - 0538725273
U1  - 658.812 
PY  - 2002///
CY  - Australia
PB  - South-Western/Thompson Learning
KW  - Customer relations
N1  - - 6. Maximizing feedback channels. General research principles. Individual communication, committees/boards, and focus groups. Suggestion boxes and surveys. Incoming mail and electronic mail. Incoming telephone calls. Media content analysis. Secret shoppers. Reporting and using results. - 7. Handling customer complaints. The impact of unknown complaints. Promoting complaint channels and policies. Accepting complaints. Developing solutions. Delegating and following up. Using complaints as research. - 8. Incorporating public relations and marketing. Definitions of public relations and marketing. Differences between public relations and marketing. Stereotypes of public relations and marketing. The four-step public relations process. Public relations and marketing functions. Public relations and marketingchannels. The impact on customer relations. - Case studies. - Endnotes. - Online resources. - Post-assessment activity; Preface. - Pre-assessment activity. - 1. Customer service versus customer relations. Customer service and customer relations. Customers and clients. Business relationships in a democratic society. Organizational customer relations philosophies. Customer service and honesty. - 2. Employee responsibilities in customer relations. Employee orientation programs. Employee training in customer relations. Training in product and service benefits. Financial and policy concerns. Employee cross training. Employee  accountability. Employee sense of ownership. - 3. Applying communication skills. The communication process. Communication channels. The diffusion process. Information overload. Importance of speaking. Nonverbal communication cues. Effective writing. Consistent messages. - 4. Emphasizing telephone expertise. Basic telephone skills. Incoming calls--live. Incoming calls--voice mail. Phone trees. Returning calls. Cellular calls. - 5. Integrating newtechnologies. Electronic mail use. Web sites. Presentation software. Teleconferences. Loudspeakers, intercoms, and radios
ER  -