Great Customer Connections
Simple Psychological Techniques That Guarantee Exceptional ServiceBook - 2006
Good customer service might seem like a matter of attitude, but with a little knowledge of basic behavioral psychology, any service rep or team can dramatically improve service quality. Great Customer Connections presents a step-by-step program for turning each customer interaction into a peak experience. Adapting scientific research into easy-to-apply practices, the book lets service professionals: * connect with customers and "speak the language' of each one's unique personality * use the "secret phrases' that make them feel great * tell them anything without upsetting them * stop saying "no' - permanently * defuse any crisis and take command of each interaction even with difficult or unclear customers Combining known principles of behavioral psychology with field-proven techniques,Great Customer Connections is the key to revolutionizing the service quality that you, your team, and your entire company provide." "
Publisher: McGraw-Hill,� 2006
Branch Call Number: ANF 658.812 GALL
Characteristics: 239 p. : ill. ; 24 cm