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Book Cover
Book
Author Morgan, Rebecca L.

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