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Unlike other customer service books, Jeff and Valerie Gee's concise motivational book is written both for executives and managers, but for the millions of front-line workers who serve customers directly. The authors share their straightforward, proven techniques and guidelines for coping with angry customers, minimizing stress, and making customer service providers feel great about doing their jobs. In the best-selling tradition of Delivering Knock Your Socks Off Service, the authors' "pep talk" includes concrete tips on how to: sympathize with the customer; take a call, transfer a caller, or end a call smoothly; defuse angry customers; maintain a positive frame of mind...and more!
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- Created June 30, 2010
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May 9, 2020 | Edited by ImportBot | import existing book |
December 3, 2019 | Edited by ImportBot | import existing book |
April 30, 2011 | Edited by OCLC Bot | Added OCLC numbers. |
June 30, 2010 | Edited by ImportBot | Added new cover |
June 30, 2010 | Created by ImportBot | Imported from marc_overdrive MARC record |