TY  - BOOK
AU  - Gee,Val
AU  - Gee,Jeff
TI  - Super service: seven keys to delivering great customer service even when you don't feel like it, even when they don't deserve it 
SN  - 0071625798 (alk. paper)
AV  - HF 5415.5  .G44 2009
PY  - 2009///
CY  - New York
PB  - McGraw-Hill
KW  - Customer services
KW  - Customer relations
N1  - 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; BSBA
ER  -