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List Price: $36.99
KET BENEFIT: This book ties together the best information from trade books and textbooks, and then adds a clear and usable process for developing the kinds of skills, attitudes, and thinking patterns needed to win customer loyalty. The coverage includes positive attitude, customer turnoffs, dissatisfied customers, customer expectations, customer loyalty, winning telephone techniques, and more. This book is for employees and managers of customer service departments and human resource training departments.
Table of Contents
Fostering Positive Attitudes
Recognize the Role of Customer Service in Your Success
Recognize and Deal with Customer Turnoffs
The Customer Keeps the Score
Deal with Dissatisfied Customers
Here's an Opportunity for You
Exceed Customer Expectations
The Master Key Called E-Plus
Use Behaviors that Win Customer Loyalty
It's What You Do
Get Others to Give Great Service
Roles of the Supervisor, Manager, or Leader
Apply Winning Telephone, E-Mail, and Web Site Techniques
Achieving Phone and Internet Responsiveness
Use Written Messages
Share Information with Customers in Written Documents