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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  • Edition: 2nd
  • Format: Paperback
  • Copyright: 5/25/2009
  • Publisher: McGraw-Hill Education

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The classic guide revised for the new age.of customer service.Originally published in 1999, the first edition ofSuper.Servicehas sold more than 40,000 copies and become.the go-to book customer service representatives and.managers turn to 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.

Author Biography

Val and Jeff Gee are founders of the McNeil And.Johnson Learning Company, a million-dollar training firm with.offices in the United States, Australia, and the United.Kingdom..

Table of Contents

The Basics
Your Customer is The Most Important Person in the World
Customers Need to Feel Valued, Cherished and Taken Care of
Customers Want to Be Appreciated and Helped
Listen to What Your Customer Really Wants
How to Make a Customer Feel Good about Spending Their Money
Always Give Fast, Accurate and Polite Service
Why the Seven Keys to Delivering Super Service Really Work
Key 1 - The Right Attitude
Key 2 - Understand the Customer's Needs
Key 3 - Communicate Clearly
Key 4 - Reach Agreement
Key 5 - Check Understanding
Key 6 - Take Action
Key 7 - Build on Satisfaction
Unlock Your Super Service Brain
Human versus Animal
Creating Good Habits
Affirming Your Day
Ten Tactics on How to Provide Super Service Even When You Don't Want to
Ten Tactics on How to Provide Super Service Even When They Don't Deserve it
Table of Contents provided by Publisher. All Rights Reserved.

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