Title: customer service (Keywords) and FORMAT: BIB

The worst customer situations demand more of front-line employees than good intentions and the right attitude. These kinds of issues can send seasoned service professionals into red alert, and require the communication skills of a crisis counsellor. This book explains how to use the right words t...

Revised and updated to meet the challenges of a new service landscape, this edition presents proven techniques for creating unforgettable customer experiences. The book covers every aspect of face-to-face, phone, Internet, and self-service customer relations, and provides simple yet powerful tips.