# Author: Richard S. Gallagher
# Pages: 256 pages
# Publisher: AMACOM (May 19, 2006)
# Language: English
# ISBN-10: 0814473083
# ISBN-13: 978-0814473085
# Format: PDF | 1.1MB
"If you’re ready to wipe out customer complaints, and keep your employees for years, it’s time to read this book.”
Good customer service might seem like a matter of attitude, but with a little knowledge of basic behavioral psychology, any service rep or team can dramatically improve service quality. Great Customer Connections presents a step-by-step program for turning each customer interaction into a peak experience. Adapting scientific research into easy-to-apply practices, the book lets service professionals:
* connect with customers and “speak the language” of each one’s unique personality.
* use the “secret phrases” that make them feel great.
* tell them anything without upsetting them.
* stop saying “no” –permanently.
* defuse any crisis and take command of each interaction even with difficult or unclear customers.
Combining known principles of behavioral psychology with field-proven techniques, Great Customer Connections is the key to revolutionizing the service quality that you, your team, and your entire company provide.
John G. Miller, author of QBQ!: The Question Behind the Question and Flipping the Switch
"Gallagher has nailed the essence of serving others with practical ideas that work. Make great connections with your customers today!"
[GigaSize] Download Link
No comments:
Post a Comment