Why Selling Sucks & Building Relationships Work?: A Practical & Definitive Guide for the Frontline Service Staff

ISBN-13: 9781426955587 / Angielski / Miękka / 2011 / 452 str.

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Opis

Are you new to customer service? Or maybe you are already in customer service and would like to sharpen your service skills? Or perhaps you are employed in the back office & you would like to gain a better understanding of your customers or the servicing process? Whatever your reasons, 'Why Selling Sucks & Building Relationships Work', is a guide to providing exceptional customer service. Geared toward frontline staff and helpful for anyone who is involved in serving customers, the book will help you to: Better understand your customers so you can service them to their satisfaction Build better rapport with your customers, colleagues, and suppliers Communicate more confidently and be more persuasive with your customers Develop business relationships with your key customers so they keep coming back to you with their business Manage difficult customers and complaints efficiently Manage your stress levels Apply closing techniques Field customer objections more proficiently Enjoy your work and grow rapidly within your organization. Written in simple language, and loaded with case studies, self-assessments, and real-life examples, this guide provides practical advice to make sure your customers keep coming back to you.