Brilliant customer service
'Brilliant Customer Service' reveals how to keep the emotional scale tipped in your favour, why silence is never golden, how to turn complaints into opportunities, and provide a brilliant customer experience with little or no money. It includes real case studies from different types of bus...
| Otros Autores: | |
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| Formato: | Libro electrónico |
| Idioma: | Inglés |
| Publicado: |
Harlow, England :
Pearson
[2010]
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| Edición: | 1st edition |
| Colección: | Brilliant.
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| Materias: | |
| Ver en Biblioteca Universitat Ramon Llull: | https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009628532406719 |
Tabla de Contenidos:
- About the author Acknowledgements Introduction 1. Customers have changed 2. The cornerstones of brilliant service 3. Make 'virtual' service brilliant customer service 4. Use the 'emotional scale' to create loyalty and trust 5. Read between the lines silence is never golden! 6. How to handle any complaint 7. How to s ay no and still keep the customer 8. How to offer more 9. Seven ways to wow your customers Conclusion Index
