Delivering Knock Your Socks off Serviceby Kristin Anderson, Ron Zemke
The second edition of this bright and breezy service primer is completely updated and includes new information on e-mail, telephone tact, voice mail, chronic complainers, service recovery, problem solving, and managing the "customer from hell". Using anecdotes, cartoons, and checklists, the book makes its point. 136 pp. Pub: 10/97.
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