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Knock Your Socks Off Answers: Solving Customer Nightmares and Soothing Nightmare Customers

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Knock Your Socks Off Answers: Solving Customer Nightmares and Soothing Nightmare Customers

最 低 价：￥114.30

定 价：￥131.80

作 者： 著

出 版 社：American Management Association

出版时间：1995-09-18

I S B N：9780814478844

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    内容简介
    This humorous sequel to "Delivering Knock Your Socks Off Service" shows customer service providers how to deliver superior service under fire and field tough customer questions with ease. By dissecting actual customer service questions and challenges, the book enables service providers to deliver excellent service in any difficult customer situation. The reader discovers how to: interpret the wants, needs, attitudes and fears implicit in customer questions, and provide real benefits, not just a snappy retort; acquire finesse in negotiating win-win solutions; succeed in those questions that have no easy answers; and allow the customer to feel in control of the situation, even when the customer is wrong.

    作者简介
    "KRISTIN ANDERSON (Minneapolis, MN) is principal of Performance Research Associates, co-author with Ron Zemke of Delivering Knock Your Socks Off Service, and author of Great Customer Service on the Telephone (both AMACOM). RON ZEMKE (Minneapolis) is founder of Performance Research Associates and has authored or co-authored twelve books, including AMACOM's Knock Your Socks Off Service Series and Service America!"

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