on Quality Services 67 Standards and Commitment 71 a Culture to Achieve Customer Satisfaction 77 Failure and Service Recovery 80 Dealing with Difficult Customers 90 Different Types of Difficult Customers 91 of Dealing with Customer Problems 94 of Handling Different Types of Difficult Customers 96 with Complaints and Problem 103 of Practice 106 Customer Complaints 110 Customer Problems 112 Communicating with Customers 114 the Customer 4 to Communicate with Customers It Right 5 the Message Getting Through? Pen to Paper Communication Method? 8 Body Language 12 3 Grooming and Appearance Appendices 133 134 Appendix I 136 Appendix II 139 Appendix III
on Quality Services Standards and Commitment a Culture to Achieve Customer Satisfaction Failure and Service Recovery 67 71 77 80 Dealing with Difficult Customers 90 Different Types of Difficult Customers of Dealing with Customer Problems of Handling Different Types of Difficult Customers with Complaints and Problem of Practice Customer Complaints Customer Problems 91 94 96 103 106 110 112 Communicating with Customers 114 the Customer to Communicate with Customers It Right the Message Getting Through? Pen to Paper Communication Method? Body Language Grooming and Appearance Appendices 133 Appendix I 134 Appendix II 136 Appendix III 139 3 5 12 4 8