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Super service : seven keys to delivering great customer service even when you don't feel like it, even when they don't deserve it /

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Bibliographic Details
Main Author: Gee, Val
Other Authors: Gee, Jeff
Format: Book
Language:English
Published: New York : McGraw-Hill, [2009]
Edition:Completely rev. and expanded.
Subjects:
Customer services.
Customer relations.
Table of Contents:
  • The heart of the matter
  • Serving up your best (even when feeling your worst)
  • Customer service key 1: the right attitude
  • Customer service key 2: understand the customer's needs
  • Customer service key 3: communicate clearly
  • Customer service key 4: reach agreement
  • Customer service key 5: check understanding
  • Customer service key 6: take action
  • Customer service key 7: build on satisfaction
  • How to handle an unhappy customer
  • Selling skills
  • Telephone skills
  • How to avoid stress and burnout.