Brilliant customer service / Debra Stevens.
Publication year: 2010
Publisher: Harlow : Prentice Hall,
ISBN: 9780273738077 (pbk.) : 0273738070 (pbk.) :
'Brilliant Customer Service' reveals how to keep the emotional scale tipped in your favour, why silence is never golden, how to turn complaints into opportunities, and provide a brilliant customer experience with little or no money. It includes real case studies from different types of businesses to illustrate the ideas.
xix, 187 p. : ill. ; 22 cm.
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