PDF Ebook The Way You Make Me Feel: 20 Lessons in Customer Service, by Donnovan Simon
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The Way You Make Me Feel: 20 Lessons in Customer Service, by Donnovan Simon
PDF Ebook The Way You Make Me Feel: 20 Lessons in Customer Service, by Donnovan Simon
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Customers are thrilled by service which makes them feel important, if only for the moment. The Way You Make Me Feel is a collection of interactions which focus on the varying emotions that come into play as people provided and received service in everyday situations. It captures that fact that often there is a lack of alignment between what the provider of the service and the receiver of the service consider to be excellent. Prescriptions accompany each scenario to provide managers with ideas on how to improve the service offerings based on the lessons learned.
- Sales Rank: #6876247 in Books
- Published on: 2011-03-29
- Original language: English
- Number of items: 1
- Dimensions: 7.99" h x .30" w x 5.00" l, .32 pounds
- Binding: Paperback
- 140 pages
Most helpful customer reviews
0 of 0 people found the following review helpful.
Very useful
By Dr Lorna Matthews
I find the perspectives taken by the writer on the need to ensure customer satisfaction in all service areas to be very enlightening! As an educator I was able to use this book with my students who were pursuing a program in school management and leadership. My students were able to adapt the cases presented in this book to that of managing schools and their various stakeholders. Reading it was fun!
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