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Customer Service Training 101, 3rd Edition by Renee Evenson

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CHAPTER

3

Jumping In with Both Feet: Relationship Building

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RELATIONSHIP BUILDING IS THECORNERSTONE OF CUSTOMER SERVICE

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Establishing strong relationships builds on the principles you have learned so far: making a great first impression, speaking and acting courteously and respectfully, communicating effectively, and listening attentively. While this may seem difficult if you do not handle repeat customers, even when customers do business with a company only once, they remember and judge the company based on their interaction with its employees. ...

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