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18 b
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Have you noticed the difference in how you feel getting customer service from someone who is terrific to talk to versus the help you receive from people just going through the motions? Or worse, by someone whose attitude seems awful?
What was it about the first person? What did they do?
That's the subject of The Little Customer Service Handbook. With more than 30 years of direct customer service experience in both corporate America and as a business owner, author Rick Grassi has condensed decades of experience into a slim volume full of simple and essential guidelines for superior customer service. This book is aimed at anyone who manages employees or has contact with customers. Its powerful principles apply equally to a storefront with a few employees or a corporate customer service center with thousands of employees.
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