Super service : seven keys to delivering great customer service even when you don't feel like it, even when they don't deserve it / Val Gee, Jeff Gee.
Material type:
TextPublication details: New York : McGraw-Hill, 2009.Edition: Completely rev. and expandedDescription: 204 p. : ill. ; 24 cmISBN: - 0071625798 (alk. paper)
- 9780071625791 (alk. paper)
- HF 5415.5 .G44 2009
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College Library General Circulation Section | HF 5415.5 .G44 2009 (Browse shelf(Opens below)) | 1 | Available | C10607 |
Includes index.
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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