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Developing Talent for Organizational Results: Training Tools From the Best in the Field by Elaine Biech

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Chapter 45

Who Killed Service?

SIGMA PERFORMANCE SOLUTIONS, INC.

In This Chapter

  • A four-step process for managing customer interaction.
  • Description of the four levels of customer service and response.
  • Tips and clarification for successfully dealing with customer problems.

Imagine a recent customer conversation: What do you do when the customers make impossible demands, or they’re asking for something but you don’t think it’s what they really need? Do they keep repeating themselves, over and over, long after you understand? Have you ever finished a conversation, only to find out later that it was a waste of time, and now you have to start over? Unfortunately, we all have—whether our customers were patients, employees, co-workers, or family ...

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