Ditemukan 3 dokumen yang sesuai dengan query
Gallagher, Richard S.
"
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 counselor. "The Customer Service Survival Kit" explains how to use the right words to turn volatile scenarios into calm and productive customer encounters. Anyone can learn this delicate art with the book's blend of clear techniques, lessons from behavioral ...
"
New York: [American Management Association, ], 2013
e20437354
eBooks Universitas Indonesia Library
Gallagher, Richard S.
"
Good customer service might seem like a matter of attitude, but with a little knowledge of basic behavioural psychology, any service rep or team can dramatically improve service quality. "Great Customer Connections" presents a step-by-step program that takes proven psychological principles and turns them into easy-to-apply practices - so each customer interaction becomes a peak experience ...
"
New York: American Management Association, 2006
e20441574
eBooks Universitas Indonesia Library
Gallagher, Richard S.
"
What do a demanding colony of porcupines, an upscale restaurant run by hyenas, and a famous medieval knight have in common? They are all part of one of the most entertaining and instructive books on customer service ever written. "What to Say to a Porcupine" takes twenty humorous stories based on Aesop's fables and uses them to illustrate fundamental principles of good customer service. This charming, delightful guide follows each story with a short discussion ...
"
Philadelphia: American Management Association, 2008
e20448613
eBooks Universitas Indonesia Library
