Extensively updated and expanded, one of the bestselling front-line customer service books ever published is now even better Keeping up with today's tougher and more demanding marketplace, Delivering Knock Your Socks Off Service is packed with all new techniques to help readers successfully work with even the most difficult customers. This indispensable guide gives readers proven tips and strategies to help them meet customers expectations and satisfy their needs, determine the right times to bend or break the rules, and become fantastic fixers and powerful problem-solvers...in short, to create a true and lasting 'Service Advantage.' Key features Written in the same accessible and humorous style that made this book a classic Features brand-new chapters on important topics such as understanding cultural and generational differences in customers, plus fresh anecdotes and never-before-seen illustrations by cartoonist John Bush
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