Title Calming upset customers / Rebecca L. Morgan

Published Los Altos, Calif. : Crisp Publications, [1989] ©1989

Copies

Location	Call no.	Vol.	Availability
WATERFT BUSINESS	658.812 Mor/Cuc		AVAILABLE

Description iii, 65 pages : illustrations ; 26 cm Series Fifty-minute series Fifty-Minute series. Contents This 20 min video explores change and its impact on people because the people factor is the most critical in achieving the outcomes desired from organizational change. The phases of transition through change i.e. denial, resistance, exploration and commitment are identified and explained. How managers may recognize the phases employees may be going through and how he/she may assist them through understanding and leadership is portrayed Notes Cover title: Calming upset customers : staying effective during unpleasant situations Series statement from publisher's listing Subject Customer relations. Customer services -- United States. Interpersonal relations. Selling. Consumer Behavior. Interpersonal Relations. LC no. 88072256 ISBN 0931961653

Other Titles Calming upset customers : staying effective during unpleasant situations Calming upset customers : staying effective during unpleasant situations

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