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Anderson, Kristin. 4 0

Knock your socks off answers : solving customer nightmares & soothing nightmare customers / 6 6 Kristin Anderson & Ron Zemke. - - - xv, 143 p. : ill. 23 cm. - - - - - . - . - 0 . - . - 0 .



Includes bibliographical references (p. 139-140).

Pat answers to peevish questions and provocative customer comments -- Smart answers to even tougher questions -- Questions with no easy answers -- Getting service as good as you give : the amazingly simple secret of the ten-second connection -- Customers say the darnedest things.

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Contains specific responses to difficult customer questions and situations and shows how to understand the need behind a customer's question.

Adult;Adult Follett Library Resources











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ISBN: 814478840 $15.95

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LC Class. No.: HF5415.5 / .A533 19952

Dewey Class. No.: 658.8/12 / 220

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