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Publisher's Summary

This entertaining and informative listen gives you three key ingredients every manager needs to include in their own recipe for customer service success. The concepts are illustrated with relevant stories and examples. Learn how to mix up your own version of customer service success, how to define, match, and exceed your customer's expectations, how to reinforce and reward the behaviors you want repeated, and what to do if your customers have become "Nordstromized."
©2002 Rebecca L. Morgan; (P)2002 Morgan Seminar Group
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Customer Reviews

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By Roger on 11-12-07

Superficial Lecture

I've listened to several books on customer service from audible. This lecture ranks as the worst. It is trite, full of euphemisms, and focuses mainly on the food service industry. It is a taped recording of the author's lecture which is read in a monotonous voice. I would not recommend wasting any money or credits on this lecture.

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