Full TGIF Record # 60182
Item 1 of 1
Publication Type:
i
Proceedings
Author(s):Copley, Kathy
Author Affiliation:Editor, Grounds Maintenance, Overland Park, KS
Title:Communication with customers
Section:Lecture notes from New Jersey Turfgrass Expo December 1986
Other records with the "Lecture notes from New Jersey Turfgrass Expo December 1986" Section
Meeting Info.:"Lecture Notes from December 1986 New Jersey Turfgrass Expo"
Source:Rutgers Turfgrass Proceedings: 1987. Vol. 18, 1987, p. 49-57.
Publishing Information:New Brunswick, NJ: Cook College and the New Jersey Agricultural Experiment Station, Rutgers University, In cooperation with the New Jersey Turfgrass Association
# of Pages:9
Keywords:TIC Keywords: Lawn care industry; Customer relations; Personnel management; Communications
Abstract/Contents:Discusses how lawn care companies can better their communication skills with the public. Some ways to sell the business to the customers are through printed communication, employees, and telemarketing. Demonstrates ways to handle complaints, and includes role-playing between employee and customer. "Communication will be improved if you educate your customer about your services and your policies, you create realistic expectations, and [you] support your customer. When problems develop the customer has to know that he can call you, that you're going to listen to his problem, and that you will take action. For better or worse, every contact you have with the customer is a form of communication. From whether the truck is clean and the technician is in uniform to how the switchboard puts him on hold, you're telling the customer what you think of him and [what] you think of yourself."
Language:English
References:0
ASA/CSSA/SSSA Citation (Crop Science-Like - may be incomplete):
Copley, K. 1987. Communication with customers. p. 49-57. In Rutgers Turfgrass Proceedings: 1987. "Lecture Notes from December 1986 New Jersey Turfgrass Expo". New Brunswick, NJ: Cook College and the New Jersey Agricultural Experiment Station, Rutgers University, In cooperation with the New Jersey Turfgrass Association.
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MSU catalog number: SB 433 .A1 R82
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