"As far as customers are concerned you are the company. This is not a burden, but the core of your job. You hold in your hands the power to keep customers coming back -- perhaps even to make or break the company."
With a mix of inspiration and concrete techniques readers can put to use the very day they get it, the book shows how to:
** use the power of listening to help customers
** use words effectively -- to soothe, reassure, and communicate
** personalize service without getting emotionally involved
** master the Art of Calm
** make service more than just "being nice" and really deliver tangible benefits to the customer
The second edition is completely updated and includes new information on: e-mail, telephone tact, voice mail, chronic complainers, service recovery, problem solving, and managing the "customer from hell"!