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About the book
Did the last customer service book you read make real, substantial changes to your service quality? And if not, why not?
Great Customer Connections shares the service quality secret of many of America’s leading organizations. A secret that has dramatically changed the service quality, morale and turnover of one organization after another. A secret that is now yours, in a major new book from AMACOM Books. |
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A revolution in customer skills
Great Customer Connections represents a groundbreaking look at customer service as a science—based on known principles of behavioral psychology—that is revolutionizing the way we interact with customers. It focuses on the mechanics of what you say at each step of the life cycle of a customer transaction, with specific, named techniques that dramatically change the ways that customers react to you.
Proven in the real world with thousands of training attendees at premier organizations worldwide, this book’s approach will help you become supremely confident in any customer situation—using a proven step-by-step approach with results that are normally unheard of from traditional customer service training, including:
• Near-perfect customer satisfaction ratings • Near-zero external employee turnover • “Zero defects” service quality levels • Dramatically improved morale and teamwork
Author Rich Gallagher, dubbed “one of the founding fathers of modern customer support” by one of its leading professional societies, has led numerous service teams to sustained, measurable performance change, using the techniques in this book. Great Customer Connections will supercharge your own service performance—and bottom line—with a fresh approach to customer relations that is quickly becoming the new standard for customer service.
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Great Customer Connections Simple psychological techniques that guarantee exceptional service |
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