ارتباطات عالی با مشتری: تکنیک‌های روانشناختی ساده که خدمات استثنایی را تضمین می‌کنند

This book will change the way that you communicate with customers. Perhaps more important, it will also change the way that you look at customer situations—from an art to a science. 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 * 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. 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." To provide the ultimate in customer service, every member of the service team needs to turn customer interactions into "peak experiences." Filled with effective techniques that borrow from principles of psychology, Great Customer Connections presents a unique step-by-step program that lets you: connect with customer's individual personalities; use the "secret phrases" that make customers feel great; tell them anything without upsetting them; stop having to say "no"--Permanently; and defuse any crisis and take command of each interaction - even with your most difficult and unclear customers