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Customer Service Training 101, 3rd Edition by Renee Evenson

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CHAPTER

7

Giving When Getting Is Not Expected: Self-Service Contacts

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ALWAYS GIVE CUSTOMERS MORE THAN THEY EXPECT,EVEN WHEN THEY DO IT THEMSELVES

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Write down a typical customer contact that is reflective of your self-service interactions:

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Think about this scenario as you work through this chapter. Use it as the example when answering the Practice Lesson questions at the end of the chapter.

Customers encounter self-service operations in dealing with ...

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