Connecting with customers

Good customer service might seem like a matter of attitude, but with a little knowledge of basic behavioral psychology, any service rep or team can dramatically improve service quality. Great Customer Connections presents a step-by-step program for turning each customer interaction into a peak experience. Adapting scientific research into easy-to-apply practices, the book lets service professionals:

• Connect with customers and “speak the language” of each one’s unique personality.
• Use the “secret phrases” that make them feel great.
• Tell them anything without upsetting them.
• Stop saying “no” — permanently!
• Defuse any crisis and take command of each interaction even with difficult or unclear customers.

Combining known principles of behavioral psychology with field-proven techniques, Great Customer Connections is the key to revolutionizing the service quality that you, your team, and your entire company provide.

Great Customer Connections: Simple Psychological Techniques That Guarantee Exceptional Service Author: Richard S. Gallagher Rating: Asin/ISBN-10: 0814473083 Binding: Paperback List price: $21.95 USD Amazon price: $26.15 USD