Change anger to joy: Provide excellent customer service

Author: Jing Yaxin
Publisher:
Publish Date: 2003-01-01
Features: The purpose of this book is to provide a methodology that can systematically improve the level of customer service, allowing customer expectations to be exceeded and achieving the survival and development of the company. Each part of the book introduces a service management model along with specific management tools and techniques. This series of books is the Practical Management Skills Training Translation Series, which includes Dancing with the Wolves—Learning to Deal with "Difficult People" (Second Edition), Teamwork—A Practical Guide for Successful Sales Managers (Second Edition), Accelerate—The Seven-Step Method to Improve Employee Personal Performance, Training People the Right Way—A Self-Help Handbook for Team Training, and Turning Anger into Happiness—Providing Outstanding Customer Service (Second Edition). The book offers a methodology that systematically improves the level of customer service, allowing customer expectations to be exceeded and achieving the survival and development of the company. It defines the essence of customer service, describes a comprehensive approach to deepen it, and provides information, skills, and techniques to enhance competitiveness in specific areas where possible.