Brilliant customer service
By: Debra Stevens
Publisher: Prentice Hall
Published: 2010
Place of publication: Harlow, England; New York
Language: eng
ISBN-13: 9780273738077
Notes: Includes bibliographical references and index.
Table of contents: title: Customers have changed; title: The cornerstones of brilliant customer service; title: Make 'virtual' service brilliant customer service; title: Use the 'emotional scale' to create loyalty and trust; title: Read between the lines : silence is never golden!; title: How to handle any complaint; title: How to say 'no' and still keep the customer; title: How to offer more; title: Seven ways to 'wow' your customers.