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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

Author: Val Gee; Jeff Gee
Publisher: New York : McGraw-Hill, [2009]
Edition/Format:   Print book : EnglishView all editions and formats
Summary:
This has been the book customer service reps and their managers have turned to when they need help dealing with angry customers, providing a positive solution, or turning a challenge into an apportunity.
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Document Type: Book
All Authors / Contributors: Val Gee; Jeff Gee
ISBN: 0071625798 9780071625791
OCLC Number: 277205957
Notes: "Completely revised and expanded."
Includes index.
Description: 204 pages : illustrations ; 24 cm
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.
Responsibility: Val Gee, Jeff Gee.

Abstract:

The classic guide that has provided over 40,000 customer services reps with the motivation and techniques they've needed to offer the best possible service--no matter what the customer is like!  Read more...

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