Presented in a friendly, conversational manner, the book is filled with examples that demonstrate the link between service skills and career achievement. This edition emphasizes the impact of customer loyalty on business growth and discusses how to measure a company's ration of promoters, or Net Promoter Score. Throughout the book, there is an emphasis on exceeding customer expectations and translating customer loyalty into personal and corporate success. Explains why certain actions lead to better customer loyalty, and provides specific ways to accomplish these behaviors. Goes well beyond canned responses to help readers apply creative solutions to ever-changing problems. A greater emphasis on loyaltyand the latest techniques such as the Net Promoter Score, exceeding expectations, customer-fri

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