Title Why My Horse Doesnt Smile
Subtitle Learn to Serve Your Customer
Author Vivek Mehrotra & Neelesh Kapoor
ISBN 9788130912639
List price Rs 250.00
Price outside India Available on Request
Original price
Binding Paperback
No of pages 142
Book size 153 x 229 mm
Publishing year 2015
Original publisher Viva Books Private Limited
Published in India by Viva Books Private Limited
Exclusive distributors Viva Books Private Limited
Sales territory Worldwide
Status In Stock
About the book

Also Available in Kindle Edition on Amazon.in for Rs. 125.00 - https://amzn.to/2NggTH8

"What a sensational read! Why My Horse Doesn’t Smile is an excellent and must-read book for all customer service professionals."

Bhavdeep Singh, CEO, Fortis Healthcare


"Why My Horse Doesn’t Smile will be of immense help to organizations which need to grow and want to equip their employees, associates and partners with the right attitude towards customer service."

 Dr. Ajay Shrivastav, National Head, Operations – Learning & Development, Tata Teleservices Ltd 

"Why My Horse Doesn’t Smile, apart from conceptual clarity and need to wear the right attitude, shares the transactional clues for delivering world-class customer service."

Rajagopalan Purushothaman, Head, Talent Transformation (Value format), Reliance Retail Ltd

"Why My Horse Doesn’t Smile is a book that fills a void which existed for some time for a well-written exhaustive book that can be used by entrants to the frontline sales and customer care jobs." 

Anand Dewan, Senior Vice President (Business Impact Group), Kotak Life Insurance 

"Why My Horse Doesn’t Smile is laced with relevant examples and drives home the point that excellent customer support is not just the need of the hour but a way of life.

Biju Pillai, Director Operations, Motif, Inc.

Description: The growing importance of customer satisfaction has lead to a great amount of research and discussion in ideas and principles of customer service. Businesses look for new and improved methods of customer service, in order to provide higher levels of customer satisfaction. This book provides effective guidelines and techniques, supported by practical examples for the improvement of customer service.  

Contents: Customer service representative: The profile • Customer service: An introduction • Expressing yourself: Grooming • Smile: An essential dress • Self-esteem • Customer service: An attitude • Express yourself: Communication • Listening • Rephrasing • Telephone etiquette • Creating rapport: Greeting • Querying the customers • Handling difficult customers • Handling stressful situations • Follow-up

About the Authors: Vivek Mehrotra is an accomplished soft-skill trainer. Vivek garnered a vivid experience of twenty-six years in sales, marketing and training in a variety of industries such as Pharmaceutical, Telecom and Retail. Vivek is currently working as the General Manager, Head (Talent Transformation & Development) with Reliance Retail Ltd. He has authored several bestsellers like • Why My Horse Doesn’t Drink: Learn to Motivate People around You • Why My Horse Doesn’t Listen: Learn to Communicate Effectively • Essentials of Pharmaceutical Sales ManagementGet, Set & Grow: A Handbook for Medical Representatives. Visit him @ www.vivekmehrotra.com 

Neelesh kapoor has extensive experience of over a decade in sales, customer service, technical support and training with a variety of industries such as Telecom, Retail and BPOs. Beginning his career modestly as a sales executive, his uncanny ability to learn and share knowledge with budding aspirants enabled him to create a niche for himself among the training fraternity, especially in Customer Service Delivery. Neelesh is currently working with Tata Teleservices Ltd as Deputy Manager, Operations – Learning & Development. Visit him @ www.neelesh.webs.com  

Target Audience: Customer service executives, sales people and their managers.
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