Great Customer Connections: Simple Psychological Techniques That Guarantee Excep

Richard S. Gallagher , "Great Customer Connections: Simple Psychological Techniques That Guarantee Exceptional Service"

AMACOM - 2006-04-21 | ISBN:0814473083 | 237 Pages | 1.1 MB | PDF

To provide the ultimate in customer service, every member of the service team needs to turn customer interactions into "peak experiences." Filled with effective techniques that borrow from principles of psychology, Great Customer Connections presents a unique step-by-step program that lets you:

connect with customer's individual personalities;

use the "secret phrases" that make customers feel great;

tell them anything without upsetting them;

stop having to say "no" - permanently; and

defuse any crisis and take command of each interaction - even with your most difficult and unclear customers.

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