(Paperback)

Your service team may represent the first, last, or only interaction point between your customers and your company. This book presents proven techniques for creating unforgettable customer experiences. It covers every aspect of face-to-face, phone, Internet, and self-service customer relations.

(Paperback)

Say goodbye to rage-inducing customer interactions. With more than seven hundred phrases and scripts to choose from, this indispensable reference explains how to diffuse even the most difficult situations--and ensure everyone leaves happy.