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The Enemy Within: Actions That Self-Destruct Companies, Customer Service and Jobs
by Richard Buchanan

Paperback, 1999, 248pages, very good condition, signed by author

If you've ever been treated rudely by a salesperson, transferred to multiple extensions while searching for information; waited endlessly "on hold" for assistance; been given incorrect information and no follow-up; or requested material that never arrived or was incomplete upon delivery, then you've experienced poor customer service. This problem, familiar to us all, frequently leads to lost business, as customers, feeling abused and mishandled, switch to the competition. The Enemy Within looks at this problem from a unique perspective, that of the employee. It ties employees at all levels directly into the process, focusing on the bottom-line benefits produced by good customer service. Skill-building exercises and humorous examples are included as well, to help managers get their customer service programs back on tract.
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  • Seller location: North Shore, Auckland, NZ

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