Great Customer Connections: Simple Psychological Techniques That Guarantee Exceptional Service by Richard S. Gallagher
Richard S. Gallagher | 256 pages | AMACOM (May 19, 2006) | English | ISBN: 0814473083 | PDF | 5.13 MB"If you’re ready to wipe out customer complaints, and keep your employees for years, it’s time to read this book.”
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.
John G. Miller, author of QBQ!: The Question Behind the Question and Flipping the Switch
"Gallagher has nailed the essence of serving others with practical ideas that work. Make great connections with your customers today!"
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.
John G. Miller, author of QBQ!: The Question Behind the Question and Flipping the Switch
"Gallagher has nailed the essence of serving others with practical ideas that work. Make great connections with your customers today!"
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