This humorous sequel to "Delivering Knock Your Socks Off Service" shows customer service providers how to deliver superior service under fire and field tough customer questions with ease. By dissecting actual customer service questions and challenges, the book enables service providers to deliver excellent service in any difficult customer situation. The reader discovers how to: interpret the wants, needs, attitudes and fears implicit in customer questions, and provide real benefits, not just a snappy retort; acquire finesse in negotiating win-win solutions; succeed in those questions that have no easy answers; and allow the customer to feel in control of the situation, even when the customer is wrong.
- ISBN10 0585119880
- ISBN13 9780585119885
- Publish Date 13 May 2014 (first published 18 September 1995)
- Publish Status Active
- Publish Country US
- Imprint American Management Association in USA
- Format eBook
- Pages 151
- Language English