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Practical, concise help for dealing with customers: The book and its accompanying elearning course and Certification begins with outlining several customer service techniques, and describes each of them. Some are very basic, and some are more advanced,…

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Bring up the subject of customer service phone calls and the blood pressure of everyone within earshot rises exponentially. Otherwise calm, rational, and intelligent people go into extended rants about an industry that seems to grow more inhuman and unhelpful…

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This cutting edge and comprehensive book—with contributions from the star faculty of Cornell University's School of Hotel Administration—offers the latest thinking on the best practices and strategies for hospitality management. A must for students and…
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This book saves organizations. If you have been a struggling business owner thinking your problem was either that you are undercapitalized or that you have hired the wrong people. Delivering Unforgettable Customer Service is a wake up call. The problem might well…
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How do you grow a truly sustainable business in the hypercompetitive 21st century? By using the practical, psychology-based strategies in this book to dive into the mind of your customer and enhance your business’s customer experience by creating “buying loops”…

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Telephone (or Email) Customer Service will show you how to make angry customers your best friends. There are several quick ideas to help you handle many of the most common customer service situations.
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From the board rooms and ‘war rooms’ of large, medium and small enterprises the programs are being launched to promote customer loyalty. Small business professionals like doctors, retailers, lawyers and new entrepreneurs want that extra edge not only to keep…

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Hundreds of businesses have customers who admire them, but only an elite few have true advocates— passionate, loyal, vocal fans—who rave about them to anyone who will listen. Jeanne Bliss, who served as a senior customer executive at five major companies, says…

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Why have we come to expect a poor experience when it comes to customer service? Why do we simply accept waiting hours in a lobby when we made an appointment for a specific time? Why do we “understand and accept” that we may not board a flight even after having…

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What can you learn from a mouse? When that mouse has been delighting and entertaining hundreds of millions of people for decades - it turns out there is plenty to learn. Dennis Snow's Lessons From the Mouse provides ten no-nonsense, practical principles that…

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This Customer Service Expert Level Certification Kit builds on the knowledge and understanding of, and looking at, the essential skills and qualities required by Customer Service supervisors and managers. More than six out of ten people employed in…

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Aplicar técnicas de comunicación básica en distintas situaciones de atención y trato en función de distintos elementos, barreras, dificultades y alteraciones. Adoptar actitudes y comportamientos que proporcionen una atención efectiva y de calidad de servicio al…