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Super Service: Seven Keys to Delivering Great Customer Service...Even When You Don't Feel Like It!...Even When They Don't Deserve It!,: Completely Revised and Expanded

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Super Service: Seven Keys to Delivering Great Customer Service...Even When You Don't Feel Like It!...Even When They Don't Deserve It!,: Completely Revised and Expanded

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Description

This is a classic guide revised for the new age of customer service. It was originally published in 1999, the first edition of "Super Service" sold more than 40,000 copies and became the go-to book for customer service representatives and managers turned to it for expert advice on how to deal with difficult customers and challenging situations. Now, it has been completely revised and expanded to address current issues faced by customer service professionals. This new edition includes chapters on understanding today's more savvy customers, adopting a positive attitude, providing fast, efficient service, and more.

Table of Contents

Introduction Part I: THE BASICS 1: Your Customer is The Most Important Person in the World 2: Customers Need to Feel Valued, Cherished and Taken Care of 3: Customers Want to Be Appreciated and Helped 4: Listen to What Your Customer Really Wants 5: How to Make a Customer Feel Good about Spending Their Money 6: Always Give Fast, Accurate and Polite Service Part II: WHY THE SEVEN KEYS TO DELIVERING SUPER SERVICE REALLY WORK 7: Key 1 -- The Right Attitude 8: Key 2 -- Understand the Customer's Needs 9: Key 3 -- Communicate Clearly 10: Key 4 -- Reach Agreement 11: Key 5 -- Check Understanding 12: Key 6 -- Take Action 13: Key 7 -- Build on Satisfaction Part III: UNLOCK YOUR SUPER SERVICE BRAIN 13: Human versus Animal 14: Creating Good Habits 15: Affirming Your Day 16: Ten Tactics on How to Provide Super Service Even When You Don't Want to 17: Ten Tactics on How to Provide Super Service Even When They Don't Deserve it

Author Biography

Val and Jeff Gee are founders of the McNeil & Johnson Learning Company, a million-dollar training firm with offices in the United States, Australia, and the United Kingdom. For more information, go to www.mjlearning.com.
Release date NZ
July 16th, 2009
Author
Audience
  • Professional & Vocational
Country of Publication
United States
Edition
2nd edition
Illustrations
25 Illustrations, unspecified
Imprint
McGraw-Hill Professional
Pages
240
Publisher
McGraw-Hill Education - Europe
Dimensions
206x216x13
ISBN-13
9780071625791
Product ID
3065928

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