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Using case studies and anecdotes from their work with over 200 companies, Diane Berenbaum and Tom Larkin demystify the most critical aspect of customer service: conversations employees have every day with customers. With their detailed 33 Points of MAGIC they show how any customer dialogue can be evaluated and measured for actual results.
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How to Talk to Customers, Diane Berenbaum, Tom Larkin
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- Année de publication
- 2007
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