Science, Magic or Common Sense?
In Finnish: Asiakaspalvelu
Good customer service can give competitive edge to firms. This practice-oriented book challenges the reader to rethink the best strategies and approaches to customer service. It offers various tools with which challenging service situations can be successfully solved, leaving customers feeling happy. Illuminating case examples are analysed with transactional analysis (TA), without forgetting humour. Communication, interaction and listening are suggested as the most important success factors with which the firm and the customer service representatives can flourish.
- Softcover; 176 pages
- Published by AMK-Kustannus (Finland), 2008
- Available in Finnish
Liiketalous [Business Economics journal] 2/2008: "The authors have managed to write an interesting and thought-provoking book on a relatively much discussed, everyday subject."