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1、DelightingYourCustomersDeliveringExcellentCustomerService...WithoutBreakingtheBankPage1BlackgreenDelightingyourcustomers09:57:24:07:07Page1BlackgreenPage2Blackgreen09:57:24:07:07Page2BlackgreenPage3BlackgreenDelightingyourcustomers...onaShoestringDeliveringexcellentcustomerservicewithoutbreak
2、ingthebankAvrilOwton09:57:24:07:07Page3BlackgreenPage4BlackgreenFirstpublishedinGreatBritain2007A&8><#004699'>CBlackPublishersLtd38SohoSquare,LondonW1D3HB.acblackCopyright??AvrilOwton2007Allrightsreserved;nopartofthispublicationmaybereproduced,storedinaretrievalsystem,ortransmittedbyanyme
3、ans,electronic,mechanical,photocopyingorotherwise,withoutthepriorwrittenpermissionofthePublisher.Noresponsibilityforlosscausedtoanyindividualororganisa-tionactingorrefrainingfromactionasaresultofthematerialinthispublicationcanbeacceptedbyA&<#004699'>CBlackPublishersLtdortheauthor.ACIPreco
4、rdforthisbookisavailablefromtheBritishLibrary.ISBN:9–780–7136–7542–9eISBN-13:978-1-4081-0244-2Thisbookisproducedusingpaperthatismadefromwoodgrowninmanaged,sustainableforests.Itisnatural,renewableandrecyclable.Theloggingandmanufacturingprocessesconformtotheenvironmentalregulationsofthecountryo
5、forigin.DesignbyFionaPike,PikeDesign,WinchesterTypesetbyRefineCatchLimited,Bungay,SuffolkPrintedinItalybyRotolito09:57:24:07:07Page4BlackgreenPage5BlackgreenFormylatehusband,Tom09:57:24:07:07Page5BlackgreenPage6Blackgreen09:57:24:07:07Page6BlackgreenPage7BlackgreenCONTENTSAcknowledgementsixIn
6、troduction11.Understandingyourcustomers52.Creatingacustomerservicestrategy193.Makingapositiveimpression364.Addingapersonaltouch565.Creativityatwork726.Askingforfeedback...andactingonit947.Learningfromyourcompetitors1128.Deliveringonyourpromises1249.Handlingcustomercomplaints13710.Myformulafor
7、success154Index163vii09:57:24:07:07Page7BlackgreenPage8Blackgreen09:57:24:07:07Page8BlackgreenPage9BlackgreenACKNOWLEDGEMENTSManypeoplehavehelpedmewritethisbook,butIwouldparticularlyliketothankmyfamily,Amanda,Graeme,EmmaandHelen,whohaveallenc
