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Brilliant customer service

Stevens, D

Brilliant customer service - Harlow : Prentice Hall, 2010

Customers have changed -- The cornerstones of brilliant customer service -- Make 'virtual' service brilliant customer service -- Use the 'emotional scale' to create loyalty and trust -- Read between the lines : silence is never golden! -- How to handle any complaint -- How to say 'no' and still keep the customer -- How to offer more -- Seven ways to 'wow' your customers.

ISBN: 9780273738077 0273738070 (pbk.) :

Subjects--Topical Terms:
Management

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