Ditemukan 3 dokumen yang sesuai dengan query
Gallagher, Richard S., author
Good customer service might seem like a matter of attitude, but with a little knowledge of basic behavioural psychology, any service rep or team can dramatically improve service quality. "Great Customer Connections" presents a step-by-step program that takes proven psychological principles and turns them into easy-to-apply practices - so each...
New York: American Management Association, 2006
e20441574
eBooks Universitas Indonesia Library
Gallagher, Richard S., author
What do a demanding colony of porcupines, an upscale restaurant run by hyenas, and a famous medieval knight have in common? They are all part of one of the most entertaining and instructive books on customer service ever written. "What to Say to a Porcupine" takes twenty humorous stories based...
Philadelphia: American Management Association, 2008
e20448613
eBooks Universitas Indonesia Library
Gallagher, Richard S., author
The worst customer situations demand more of front-line employees than good intentions and the right attitude. These kinds of issues can send seasoned service professionals into red alert, and require the communication skills of a crisis counselor. "The Customer Service Survival Kit" explains how to use the right words to...
New York: [American Management Association, ], 2013
e20437354
eBooks Universitas Indonesia Library
