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Books > Business & Economics > Business & management > Sales & marketing > Customer services
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101 Activities for Delivering Knock Your Socks Off Service (Paperback, Special Ed.)
Loot Price: R878
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101 Activities for Delivering Knock Your Socks Off Service (Paperback, Special Ed.)
Expected to ship within 10 - 15 working days
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Today's customers are demanding service that is faster, better, and
more personalized than ever before. How can organizations ensure
that they are prepared to meet that challenge? The latest addition
to the best-selling "Knock Your Socks Off Service(R)" series, "101
Activities for Delivering Knock Your Socks Off Service" provides
readers with the practical tools and cost-effective training
required to help meet their customers' needs. Taking the unique
position of seeing things from the customer's perspective, this
collection of fun and enlightening exercises teaches customer
service managers and employees valuable ways to help their
organizations provide world-class service, and helps them create an
action plan for improvement. Written in the same accessible and
humorous style that made "Delivering Knock Your Socks Off Service"
so popular, this companion guide covers such topics as: - how to
say no - empathy vs. sympathy - service recovery - listening -
email - telephone skills - customers from hell - winning words and
soothing phrases - anticipating customer needs - building
reliability - customer feedback - keeping a stress log - and more
These simple but effective activities take only minutes, but
deliver truly powerful, lasting results.
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