Great customer connections : simple psychological techniques that guarantee exceptional service

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Title:

Author:

Gallagher, Richard S.

ISBN:

9780814473085

Personal Author:

Gallagher, Richard S.

Publication Information:

New York : AMACOM, c2006.

Physical Description:

xvi, 239 p. ; 24 cm.

Contents:

The New Science of Customer Service -- The Inner Game of Customer Contact -- The First Thirty Seconds -- Getting the Message Across -- Getting Into Your Customer's Head -- Respect and Empathy: More Than a Feeling -- How to (Almost) Never Say No -- How to Become a Human Bomb Squad -- Managing Specific Customer Personalities -- Wrapping Things Up -- Coaching for Peak Customer Experiences -- The Tough Cases -- From Customer Service to Real Life -- Pulling It All Together.

Subject Term:

Customer services.

Customer services -- Psychological aspects.

Customer relations.

Customer relations -- Psychological aspects.

Electronic Access:

Table of contents http://www.loc.gov/catdir/toc/ecip063/2005033220.html

Copies:

Available:*

Library	Material Type	Item Barcode	Shelf Number	Copy	Status
Searching... 1:IIEMSA	1:GEN-BOOK	33168020372849	658.812 G162G 2006	1	Searching... Unknown

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Summary

Good customer service might seem like a matter of attitude, but with a little knowledge of basic behavioral psychology, any service rep or team can dramatically improve service quality. Great Customer Connections presents a step-by-step program for turning each customer interaction into a peak experience. Adapting scientific research into easy-to-apply practices, the book lets service professionals: * connect with customers and "speak the language' of each one's unique personality * use the "secret phrases' that make them feel great * tell them anything without upsetting them * stop saying "no' - permanently * defuse any crisis and take command of each interaction even with difficult or unclear customers Combining known principles of behavioral psychology with field-proven techniques,Great Customer Connections is the key to revolutionizing the service quality that you, your team, and your entire company provide." "