Super service : seven keys to delivering great customer service even when you don't feel like it, even when they don't deserve it - Gee, Val.; Gee, Jeff. (New York : McGraw-Hill, 2009)
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.
Includes index.
BSBA
Keywords: Customer services; Customer relations