WorldCat Identities

Ford, Lisa

Overview
Works: 39 works in 95 publications in 1 language and 1,047 library holdings
Genres: Instructional films  Lectures  Nonfiction films 
Roles: Author
Classifications: HF5415.5, 658.812
Publication Timeline
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Most widely held works by Lisa Ford
How to give exceptional customer service by Lisa Ford( Recording )

10 editions published between 1987 and 1994 in English and No Linguistic content and held by 179 WorldCat member libraries worldwide

Four tapes deal with how to build excellence into customer service organizations and what it really means to your company. Topics covered include communication, power words, why customers complain and dealing with difficult people
Exceptional customer service : going beyond your good service to exceed the customer's expectation by Lisa Ford( Book )

8 editions published in 2001 in English and held by 148 WorldCat member libraries worldwide

By using practical advice, real life examples, helpful tips and step-by-step instructions, the authors provide the tools for business owners and managers to create exceptional customer service
How to give exceptional customer service by Lisa Ford( Visual )

7 editions published between 1991 and 1993 in English and held by 119 WorldCat member libraries worldwide

Discusses the importance of building rapport with customers. Explains how to control the situation with specific phrases, vocal techniques, and body language; how to avoid emotional trigger words in phone conversations; how to be an active listener; and how to show empathy to get on customer's good side
Exceptional customer service : exceed customer expectations to build loyalty & boost profits by Lisa Ford( Book )

9 editions published between 2001 and 2009 in English and held by 110 WorldCat member libraries worldwide

By using practical advice, real life examples, helpful tips and step-by-step instructions, the authors provide the tools for business owners and managers to create exceptional customer service
Building a customer driven organization : the manager's role by Lisa Ford( Visual )

5 editions published in 1990 in English and held by 93 WorldCat member libraries worldwide

Discusses what customers really want, developing effective service strategies and monitoring your strategies
Customer service excellence : it's in the details by Lisa Ford( Book )

3 editions published between 1997 and 1999 in English and held by 64 WorldCat member libraries worldwide

How to give exceptional customer service by Lisa Ford( Visual )

5 editions published between 1990 and 1991 in English and held by 44 WorldCat member libraries worldwide

Using a live seminar format, the video presents ideas on boosting the organization's service image, measuring customer satisfaction and how to change the organization to be more customer oriented, the basics of customer service, how to handle the difficult customer, how to handle stress, and what to learn from each customer contact
How to give exceptional customer service( Visual )

1 edition published in 1989 in English and held by 39 WorldCat member libraries worldwide

A program designed to show specific ways to turn complaints into more business and specific techniques to deal with the most difficult customer. Learn how to make service an attitude that permeates the entire organization
Why customers leave : and how to get them to stay( Visual )

2 editions published in 1993 in English and held by 35 WorldCat member libraries worldwide

Customer service strategist Lisa Ford shares her insights, experience and advice on how to offer good customer service and build lasting customer relations
How to give exceptional customer service by Lisa Ford( Visual )

2 editions published between 1989 and 1990 in English and held by 22 WorldCat member libraries worldwide

Discusses the importance of building rapport with customers. Explains how to control the situation with specific phrases, vocal techniques, and body language; how to avoid emotional trigger words in phone conversations; how to be an active listener; and how to show empathy to get on customer's good side
How to give exceptional customer service by Lisa Ford( Visual )

2 editions published in 1989 in English and held by 21 WorldCat member libraries worldwide

Explains five do's and don't's of great customer service and three sources of power (position, knowledge, personal) that you can draw on to help serve customer better
Customer service excellence : it's in the details( Visual )

2 editions published in 1997 in English and held by 20 WorldCat member libraries worldwide

Utilizes staged dramatic sequences to demonstrate the 5 basic characteristics of quality customer service, contrasted with poor service
Customer service strategies that work : how to create more loyalty in a dynamic, competitive marketplace( Visual )

1 edition published in 2011 in English and held by 18 WorldCat member libraries worldwide

"Your employees and their customer service skills may be the only thing that differentiates you from the competition. And customers are more sophisticated and educated than ever before. That's why it's critically important to make sure employee skills are constantly updated to meet ever-rising customer expectations. In this content-rich seminar, your front-line team members will learn practical skills and proven systems for improving customer service at every touchpoint, all along the cycle. They'll gain numerous hands-on techniques including - how to listen attentively, uncover customer needs, calm down angry customers, win back disgruntled customers, handle conflict, and keep an attitude of "customers first" all day. Any organization putting these principles into action will quickly be out-servicing the competition"--Container
Building a customer driven organization : the manager's role by Lisa Ford( Recording )

4 editions published between 1990 and 1993 in English and held by 17 WorldCat member libraries worldwide

This audio seminar will give you the strategies you need to lead your organization to a higher level of customer care
How to give exceptional customer service( Visual )

1 edition published in 1989 in English and held by 17 WorldCat member libraries worldwide

Discusses three skills for handling customer's criticism and explains five qualities that keep customers coming back: reliability, assurance, empathy, responsive and the tangibles
How to give exceptional customer service : strategies for 2000 and beyond by Lisa Ford( Visual )

5 editions published between 1998 and 2006 in English and held by 16 WorldCat member libraries worldwide

Lisa Ford has rebuilt her original version from-the-ground-up, offering a no-hold-barred look at what companies are doing right - and wrong - in their attempts to romance and satisfy today's increasingly fickle and demanding customers. It includes interviews with business people in organizations, interactive vignettes that let you try your hand at solving customer service problems and live action demonstrations of giving customers exceptional attention
Developing a customer retention program by Lisa Ford( Recording )

1 edition published in 1994 in English and held by 11 WorldCat member libraries worldwide

Developing a customer retention program : with Lisa Ford( Visual )

2 editions published in 1994 in English and held by 11 WorldCat member libraries worldwide

Total service experience by Lisa Ford( Visual )

1 edition published in 1993 in English and held by 9 WorldCat member libraries worldwide

Discusses the importance of valuing customers, handling complaints and creating "partnerships."
Delivering service with heart by Lisa Ford( Visual )

1 edition published in 1993 in English and held by 6 WorldCat member libraries worldwide

Skills customer representatives must have include building rapport and establishing trust, controlling your tone of voice, using proper body language, and listening carefully
 
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Exceptional customer service : going beyond your good service to exceed the customer's expectation
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Exceptional customer service : going beyond your good service to exceed the customer's expectationExceptional customer service : exceed customer expectations to build loyalty & boost profitsCustomer service excellence : it's in the details
Languages
English (71)