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Why My Horse Doesn't Smile?
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Why My Horse Doesn't Smile?
Content

  • Foreword
  • Preface
  • How to make best use of this book?
  • Acknowledgment
  • Customer Service Representative: The Profile
  • Points to Ponder
  • Customer Service: An introduction
  • Expressing Yourself: Grooming
  • Smile: An Essential Dress
  • Self Esteem
  • Customer Service: An Attitude
  • Express Yourself: Communication
  • Listening
  • Rephrasing
  • Telephone Etiquette
  • Creating Rapport: Greeting
  • Querying the customer
  • Handling Difficult Customers
  • Handling Stressful Situations
  • Follow-up

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