Knock your socks off answers solving customer nightmares & soothing nightmare customers / Kristin Anderson & Ron Zemke

Author(s): Anderson, Kristin
Online: Connect to electronic book
Retrieving Holdings Information
Subjects: Customer services
Consumer complaints
Electronic books
Formats: Electronic Resource, Remote
Material Type: Books
Language: English
Audience: Unspecified
Published: New York : American Management Association, 1995
LC Classification: H, HF
Table of Contents: Acknowledgments
Introduction: About This Book
Pt. 1. Pat Answers to Peevish Questions and Provocative Customer Comments 1
Pt. 2. Smart Answers to Even Tougher Questions 43
Pt. 3. Questions With No Easy Answers 77
Pt. 4. Getting Service as Good as You Give: The Amazingly Simple Secret of the Ten-Second Connection 105
Pt. 5. Customers Say the Darnedest Things 117
Appendix: Recommended Resources 139
About the Authors 143
Alternate Titles: Issued in other form: Original (DLC) 95030884 (OCoLC)32779223
Additional Authors: Zemke, Ron
NetLibrary, Inc
Notes: Invalid LCCN: 95030884
ISBN: 0585119880 (electronic bk.) :$15.95
ISBN: 0814478840 (alk. paper)
Includes bibliographical references (p. 139-140)
Reproduction notes: Electronic reproduction. Boulder, Colo. : NetLibrary, 2000. Available via the World Wide Web. Available in multiple electronic file formats. Access may be limited to NetLibrary affiliated libraries
Physical Description: xv, 143 p. : ill. ; 23 cm
OCLC Number: 44961276
ISBN/ISSN: 0585119880

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