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GREAT CUSTOMER CONNECTIONS
More praise for
Great Customer Connections
‘‘In this book Gallagher enables people to manage complex
and ever-changing situations with easy-to-grasp ideas and
techniques. His work has literally transformed how we at the
university have been working with parents, students, and
others—and now some of our staff who were struggling have
become stars.’’
—Dr. Adam Weinberg, Dean of the College, Colgate
University
‘‘Gallagher has nailed the essence of serving others with
practical ideas that work. Make great connections with your
customers today!’’
—John G. Miller, author of
QBQ! The Question Behind the
Question
and
Flipping the Switch
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GREAT CUSTOMER CONNECTIONS
Simple Psychological Techniques That Guarantee Exceptional Service
Richard S. Gallagher
AMERICAN MANAGEMENT ASSOCIATION
New York
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Atlanta
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Washington, D.C.
Special discounts on bulk quantities of AMACOM books are
available to corporations, professional associations, and other
organizations. For details, contact Special Sales Department,
AMACOM, a division of American Management Association,
1601Broadway,NewYork,NY10019.
Tel.: 212-903-8316. Fax: 212-903-8083.
Website: www.amacombooks.org
This publication is designed to provide accurate and authoritative
information in regard to the subject matter covered. It is sold with
the understanding that the publisher is not engaged in rendering
legal, accounting, or other professional service. If legal advice or
other expert assistance is required, the services of a competent
professional person should be sought.
Library of Congress Cataloging-in-Publication Data
Gallagher, Richard S.
Great customer connections : simple psychological techniques that
guarantee exceptional service / Richard S. Gallagher.
p. cm.
Includes bibliographical references and index.
ISBN 10: 0-8144-7308-3 (pbk.)
ISBN 13: 978-0-8144-7308-5
1. Customer services. 2. Customer services—Psychological aspects.
3. Customer relations. 4. Customer relations—Psychological aspects.
I. Title.
HF5415.5.G348 2006
658.8
12—dc22
2005033220
2006 Richard S. Gallagher
All rights reserved.
Printed in the United States of America.
This publication may not be reproduced,
stored in a retrieval system,
or transmitted in whole or in part,
in any form or by any means, electronic,
mechanical, photocopying, recording, or otherwise,
without the prior written permission of AMACOM,
a division of American Management Association,
1601Broadway,NewYork,NY10019.
Printing number
10987654321
Plik z chomika:
Magdalena30lat
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