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Besser telefonieren: für Handwerk, Einzelhandel, Dienstleister, Dienststellen

Besser telefonieren: für Handwerk, Einzelhandel, Dienstleister, Dienststellen

          
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About the Book

Im geschäftlichen Miteinander ist das Telefon einer der wichtigsten Kommunikationskanäle. Der Autor hat seine jahrzehntelangen beruflichen Erfahrungen mit telefonischen Services auf den Punkt gebracht und in dieses Buch gesteckt. Dieser Ratgeber entstand aus dem Gedanken heraus, dass in vielen kleineren lokalen und regionalen Betrieben die Ressourcen knapp sind, um sich mit so einer scheinbaren Nebensächlichkeit wie dem Service am Telefon intensiv zu beschäftigen und z.B. Telefonschulungen, Seminare und Workshops zu besuchen. Andererseits ist es jedoch gerade die individuelle Beratung, die den Unternehmer vor Ort von den international agierenden Konzernen mit ihren Callcentern, dem Online-Handel etc. abheben und sympathisch machen kann und soll. Die Beratung findet oft genug telefonisch statt und auch während der Abwicklung von Aufträgen spielt das Telefon eine große Rolle. Es ist aus dem geschäftlichen Alltag nicht wegzudenken. Von nichts kommt aber nichts! Deshalb möchte dieser Ratgeber in komprimierter, leicht lesbarer und praxisbezogener Form die Faktoren vorstellen, die für eine gute und professionelle telefonische Servicequalität wichtig sind. Das Buch ermuntert die Leser, sich für ihren Betrieb passende Vorgehensweisen zu überlegen und liefert hierfür Hilfestellungen.
About the Author: Peter Höfl ist Unternehmens- und Kulturberater in München und blickt auf eine abwechslungsreiche berufliche Laufbahn zurück: Nach dem Abitur war er Zeitsoldat bei der Luftwaffe. Studiert hat er BWL/Tourismus, Geografie und erst kürzlich noch Europäische Ethnologie mit Sprache, Literatur, Kultur. Seine beruflichen Stationen hatten stets mit dem Telefon zu tun: In der Notrufzentrale eines Automobilclubs arbeitete er sich vom Sachbearbeiter zum Teamleiter hoch. Bei einem Auskunftsdienstleister mit mehreren hundert Mitarbeitern leitete er die Bereiche Personal, Einsatz, Planung. Für ein weiteres Unternehmen dieser Branche baute er mehrere Callcenter auf, bis er sich 1998 als Berater selbstständig machte. Zu seinen Kunden zählen Unternehmen unterschiedlichster Größe und Branchen, die er bei Themen rund um Unternehmens- / Servicekultur und Kundenzufriedenheit unterstützt. Neben einigen Aufträgen als Interimsmanager war Höfl Mitinhaber eines mittelständischen Reisebüros und engagierte sich als ehrenamtlicher Richter. Mehr auf www.servicekultur.eu


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Product Details
  • ISBN-13: 9783752870114
  • Publisher: Books on Demand
  • Binding: Paperback
  • Language: German
  • Returnable: N
  • Weight: 186 gr
  • ISBN-10: 3752870117
  • Publisher Date: 06 Aug 2018
  • Height: 203 mm
  • No of Pages: 166
  • Spine Width: 10 mm
  • Width: 127 mm


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