Richard S. Gallagher , "Great Customer Connections: Simple Psychological Techniques That Guarantee Exceptional Service"
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.