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1. 
Cover image for Great customer connections : simple psychological techniques that guarantee exceptional service
Great customer connections : simple psychological techniques that guarantee exceptional service
by 
Gallagher, Richard S.
Table of contents http://www.loc.gov/catdir/toc/ecip063/2005033220.html
Format: 
Books
Publication Date 
2006
Excerpt: 
Customer Personalities -- Wrapping Things Up -- Coaching for Peak Customer Experiences -- The Tough Cases
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2. 
Cover image for Services marketing
Services marketing
by 
Kurtz, David L., 1941-
Format: 
Books
Publication Date 
1998
Excerpt: 
opportunity to apply the concepts of the chapter. All cases are real-world companies, from Scandinavian
Available: Copies:
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