Brilliant customer service. (2012)

• Record Type: Book
• Further Information: Note: Debra Stevens.
• Other Names: Stevens, Debra
• Contents: Customers have changed -- The cornerstones of brilliant customer service -- Make 'virtual' service brilliant customer service -- Use the 'emotional scale' to create loyalty and trust -- Read between the lines : silence is never golden! -- How to handle any complaint -- How to say 'no' and still keep the customer -- How to offer more -- Seven ways to 'wow' your customers.
• Publisher Details: Harlow : Prentice Hall
• Publication Date: 2012
• Extent: 1 online resource (208 pages)
• Subjects: 658.812; Customer relations; Customer services
• Languages: English
• ISBNs: 9780273759959; 0273759957
• Access Rights: Legal Deposit; Only available on premises controlled by the deposit library and to one user at any one time; The Legal Deposit Libraries (Non-Print Works) Regulations (UK).
• Access Usage: Restricted: Printing from this resource is governed by The Legal Deposit Libraries (Non-Print Works) Regulations (UK) and UK copyright law currently in force.