The Customer is Usually Wrong!
Emphasizing the use of win-win negotiation skills, this revolutionary book explains why the popular adage "The customer is always right", has failed. Includes a frank discussion of customer... This description may be from another edition of this product.
Format:Paperback
Language:English
ISBN:157112067X
ISBN13:9781571120670
Release Date:January 1994
Publisher:Park Avenue Productions
Length:211 Pages
Weight:0.66 lbs.
Dimensions:0.7" x 6.2" x 9.2"
Customer Reviews
1 rating
Excellent. A must read for any customer service professional
Published by Thriftbooks.com User , 25 years ago
We know the customer is not always right, but how do you tell him/her that and retain the business? This author offers excellent advice on the company's responsibility in creating and managing customer expectations, and negotiating successful resolutions when the customer expects more than you ever promised. Understanding where and how misconceptions can develop and how to redirect has helped our reps successfully resolve misunderstandings while leaving our customers with their dignity.
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