Cover Image

Great customer connections : simple psychological techniques that guarantee exceptional service /

Main Author: Gallagher, Richard S.
Format: Book
Language:English
Published: New York : AMACOM, ©2006.
Subjects:
Customer services.
Customer services > Psychological aspects.
Customer relations.
Customer relations > Psychological aspects.
BUSINESS & ECONOMICS > Customer Relations.
Online Access:http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=156507
Table of Contents:
  • The New Science of Customer Service
  • The Inner Game of Customer Contact
  • The First Thirty Seconds
  • Getting the Message Across
  • Getting Into Your Customer's Head
  • Respect and Empathy: More Than a Feeling
  • How to (Almost) Never Say No
  • How to Become a Human Bomb Squad
  • Managing Specific Customer Personalities
  • Wrapping Things Up
  • Coaching for Peak Customer Experiences
  • The Tough Cases
  • From Customer Service to Real Life
  • Pulling It All Together.

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