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Customer service in an instant : 60 ways to win customers and keep them coming back

Author: Keith Bailey; Karen Leland
Publisher: Franklin Lakes, N.J. : Career Press, ©2008.
Edition/Format:   eBook : Document : EnglishView all editions and formats
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Genre/Form: Electronic books
Material Type: Document, Internet resource
Document Type: Internet Resource, Computer File
All Authors / Contributors: Keith Bailey; Karen Leland
OCLC Number: 251947564
Notes: Title from title screen.
Includes index.
Description: 1 online resource.
Contents: Assess your working style --
Avoid negative filters --
Backtrack key words --
Be Web wise --
Beware of burnout --
Bridge the language barrier --
Build a bridge --
Choose your level of conversation --
Conquer complaining customers --
Counter coworker conflict --
Create customer-friendly systems --
Define customer needs --
Deliver constructive criticism --
Ditch your default response --
Evaluate your service skills --
Find and fix e-mail mistakes --
Focus on essence --
Gather feedback --
Get to know the people pleaser --
Go the extra mile --
Handle complaints with care --
Hire some help --
Improve your listening habits --
Inspire a learning environment --
Integrate voicemail excellence --
Keep the service message alive --
Know your stress response --
Learn the art of complaining --
Locate your stress level --
Make your service tangible --
Manage abusive customers --
Master body language basics --
Navigate a heated conversation --
Open to feedback --
Pace your way to better rapport --
Pay attention, really --
Play with the passionate persuader --
Practice the art of the compliment --
Provide empathy --
Raise questions --
Recover from service blunders --
Redefine your service --
Reframe your outlook --
Respect the power player --
Rev up your recognition --
Say "I," not "you" --
Say no with style --
Set expectations on the spot --
Strengthen service habits --
Style step --
Switch filters --
Temper your telephone tone --
Think through outsourcing --
Treat your colleagues as customers --
Tune up your telephone etiquette --
Turn service into sales --
Understand the problem solver --
Upgrade your influence --
Walk your talk --
Work out a working styles profile.
Responsibility: Keith Bailey, Karen Leland.

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