New York : McGraw-Hill, c2009
Completely rev. and expandedDescription:
204 p. : ill. ; 24 cm ISBN/ISSN:
0071625798 (alk. paper), 9780071625791 (alk. paper), 9780071625791, 0071625798, Language:
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
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