Front-Line Customer Service: 15 Keys to Customer Satisfaction

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Provides valuable advice for small- to medium-sized businesses on how to turn unhappy buyers into dedicated customers. Based on eleven tactical principles (e.g., you don't sell products or services, or even benefits--you sell value), it shows how managers of these businesses can to turn their greatest asset--contact with the customer--to their best advantage. Discusses the basics of customer psychology and explains in detail what value'' means to a customer; gives specific advice on what front-line people have to do to ...

Front-Line Customer Service: 15 Keys to Customer Satisfaction 1990, Wiley, New York, NY

ISBN-13: 9780471516163

Hardcover

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