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Great Customer Connections: Simple Psychological Techniques That Guarantee…
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Amazon.com Product Description (ISBN 0814473083, Paperback)Good customer service might seem like a matter of attitude, but with a little knowledge of basic behavioural psychology, any service rep or team can dramatically improve service quality. "Great Customer Connections" presents a step-by-step program that takes proven psychological principles and turns them into easy-to-apply practices - so each customer interaction becomes a peak experience.
(retrieved from Amazon Thu, 12 Mar 2015 18:07:46 -0400)
"To provide the ultimate in customer service, every member of the service team needs to turn customer interactions into "peak experiences." Filled with effective techniques that borrow from principles of psychology, Great Customer Connections presents a unique step-by-step program that lets you: connect with customer's individual personalities; use the "secret phrases" that make customers feel great; tell them anything without upsetting them; stop having to say "no" - permanently; and defuse any crisis and take command of each interaction - even with your most difficult and unclear customers."--BOOK JACKET.
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