A self-development tool for service success. Take Charge! Is uniquely designed self-instruction book that gives people a firm grasp of how to manage their customer interactions. Readers can use it to refine their techniques, prepare for critical customer calls and figure out how to handle a difficult situation better "next time."
--This text refers to an out of print or unavailable edition of this title.
| ||||||||||||||||||
Book Description
Editorial Reviews
From the Back Cover
Managers and Experts Praise Take Charge!
"The Take Charge! techniques are concrete, real and very common-sense as our engineers and other customer service pros have discovered. You'll find this a useful book and your customers will certainly agree!" Jim Robertson, Manager of Quality Competency Center, Motorola University
"A practical and powerful approach to building stronger, longer-lasting relationships with external and internal customers." Dr. Tony Alessandra, Author, The Idea-a-Day Guide to Super Selling and Customer Service
"This book is timely and right on! It supports our quality vision by providing a sensible, holistic way to communicate and work together." Ethan A. Stenger, Chief Operating Officer, Bell of Pennsylvania
"Take Charge! offers numerous usable hints on how to get improved results with customers. It is filled with practical tips, examples, and vignettes. It even includes a diagnostic which allows the reader to understand his/her style in interacting with others." Richard Whiteley, Vice Chairman, The Forum Corporation and Author, The Customer-Drive Company
"Take Charge! is immediately understandable and applicable to both professional and personal situations. It is a real treat among quality improvement books." James B. Couch, M.D., J.D., FACPE, Vice President, Quality Management, The Travelers Corporation and Senior Examiner, 1992 Malcolm Baldrige National Quality Award --This text refers to an out of print or unavailable edition of this title.
About the Author
Grace Major is a recognized expert on improving service performance. She founded Sigma International, Inc. in 1986 to train service professionals how to lead effective conversations with their customers.
Under her leadership Sigma has pioneered in training people to follow step-by-step processes in their professional conversations - processes for addressing a customer's needs and concerns, defusing conflict, or negotiating solutions.
Furthermore, Sigma has been the first company to define clear-cut performance standards, test and certify proficiencies for professional conversations. Sigma's systematic approach has proven successful in improving customer and employee satisfaction as well as increasing productivity. Thousands of service personnel use Sigma's processes to lead conversations with their customers.
Major was elected Vice President of Instructional Systems Association (ISA), the non-profit organization that serves training and performance consulting companies internationally, by her peers.
Major has delivered presentations to international conferences and meetings such as the American Society for Training and Development; the Association for Service Managers International (AFSMI); the Association for Quality and Participation; and the National Association of Service Managers (NASM).
Her articles on customer service and certification have appeared in The Quality Observer, Executive Excellence, AFSMI Magazine, and Service & Support Management.
Major's background includes line management of technical service organizations. Prior to founding Sigma, she served as Vice President of Sales and Service at Multicomm and established both the technical customer support and customer satisfaction programs for Satellite Business Systems, an IBM subsidiary. She served as a Fellow at Princeton University. --This text refers to an out of print or unavailable edition of this title.
Product Details
Would you like to update product info or give feedback on images?
|
More About the Author
Discover books, learn about writers, read author blogs, and more.
Customer Reviews
|
There are no customer reviews yet.
|
|||
|
Video reviews
|
Tag this product(What's this?)Think of a tag as a keyword or label you consider is strongly related to this product.
Tags will help all customers organize and find favorite items. |
Sell a Digital Version of This Book in the Kindle Store
If you are a publisher or author and hold the digital rights to a book, you can sell a digital version of it in our Kindle Store.
Learn more
