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Brilliant Customer Service de Debra Stevens

Brilliant Customer Service: Brilliant Business

Autor Debra Stevens
en Limba Engleză Paperback – 28 oct 2010
'Brilliant Customer Service' reveals how to keep the emotional scale tipped in your favour, why silence is never golden, how to turn complaints into opportunities, and provide a brilliant customer experience with little or no money. It includes real case studies from different types of businesses to illustrate the ideas.
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Specificații

ISBN-13: 9780273738077
ISBN-10: 0273738070
Pagini: 216
Ilustrații: Illustrations
Dimensiuni: 136 x 216 x 20 mm
Greutate: 0.31 kg
Ediția:1
Editura: Pearson Education
Seria Brilliant Business

Locul publicării:Harlow, United Kingdom

Cuprins

About the author
Acknowledgements
Introduction
1. Customers have changed
2. The cornerstones of brilliant service
3. Make 'virtual' service brilliant customer service
4. Use the 'emotional scale' to create loyalty and trust
5. Read between the lines - silence is never golden!
6. How to handle any complaint
7. How to say no and still keep the customer
8. How to offer more
9. Seven ways to wow your customers
Conclusion
Index