Change Anger to Joy: Provide the Best Customer Service

Author: (English) Susan Derryck, translated by Deng Ziliang and others
Publisher:
Publishing 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 and specific management tools and techniques. This series of books is the Practical Management Ability Training Translation Series, which includes Dancing with the Wolves—Learning to Deal with "Difficult People" (2nd Edition), Teamwork—A Practical Guide for Successful Sales Managers (2nd Edition), Spur on the Horse—Seven Steps to Improving Employee Personal Performance, Training People the Right Way—A Self-Help Handbook for Team Training, and Turning Anger into Joy—Providing Outstanding Customer Service (2nd Edition). This 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 deepening it, and provides information, skills, and techniques to enhance competitiveness in specific areas where possible.