This chapter is all about the key people skills required for brilliant customer service. Whether you are on the front line dealing with customers or managing people who are, these fundamental skills are essential for all aspects of customer interaction, giving and creating more wow experiences that will keep them coming back with confidence and to recommend you to others. The same skills are used to connect with customers, to deal with customer complaints, build rapport and loyalty as well as selling more. These soft skills will be referred to throughout this book as they form the foundation from which everything else is built.
Why customers ...
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