| ISBN： | 9780787987527 (cl.) : |
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| 编目源： | DLC DLC BAKER BTCTA C#P DLC |
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| 个人名称： | Berenbaum, Diane,1956- |
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| 题名： | How to talk to customers : create a great impression every time with MAGIC / Diane Berenbaum, Tom Larkin. |
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| 出版发行项： | San Francisco : Jossey-Bass, c2007. |
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| 载体形态： | x, 209 pages : illustrations ; 25 cm. |
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| 书目附注： | Includes bibliographical references. |
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| 格式化内容附注： | Preface -- The essence of MAGIC -- What does MAGIC really mean? -- What are the benefits of MAGIC? -- MAGIC-It's your choice -- Releasing your MAGIC mind-set -- Create a climate for MAGIC relationships -- Build MAGIC relationships -- First steps -- Connect with empathy -- Build customer confidence -- MAGIC words and phrases -- Tragic words and phrases -- Express MAGIC accountability -- Voicemail -- Listening -- Get to the heart: what's the catchpoint? -- Moving on -- Close with the relationship in mind -- Assess your calls with MAGIC -- Handling complaints and difficult situations -- The world of MAGIC -- A culture of exceptional service -- The MAGIC coach -- MAGIC face-to-face -- The MAGIC of relationship selling -- MAGIC in collections and default negotiations -- MAGIC in real life -- Personal stories and lessons for life -- Some final thoughts -- Ackowledgments -- About the authors -- About communico ltd. |
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