Screen LibraryGreat customer connections：simple psychological techniques that guarantee exceptional service
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| Main Authors: | |
|---|---|
| Published: |
AMACOM,
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| Publisher Address: | New York |
| Publication Dates: | c2006. |
| Literature type: | Book |
| Language: | English |
| Subjects: | |
| Carrier Form: | xvi, 239 p.: ; 24 cm. |
| ISBN: |
0814473083 (pbk.) 9780814473085 (pbk.) |
| Index Number: | F274 |
| CLC: |
F274 F713.55 F713.5 |
| Call Number: | F713.5/G162 |
| Contents: |
Includes bibliographical references (p. 227-229) and index. The New Science of Customer Service -- The Inner Game of Customer Contact -- The First Thirty Seconds -- Getting the Message Across -- Getting Into Your Customer's Head -- Respect and Empathy: More Than a Feeling -- How to (Almost) Never Say No -- How to Become a Human Bomb Squad -- Managing Specific Customer Personalities -- Wrapping Things Up -- Coaching for Peak Customer Experiences -- The Tough Cases -- From Customer Service to Real Life -- Pulling It All Together. |