When-Customers-Talk-Turn-What-They-Tell-You-Into-Sales.pdf

OTHER BOOKS BY T. SCOTT GROSS

Positively Outrageous Service, Second Edition

Why Service Stinks . . . and Exactly What to Do About It!

Borrowed Dreams: The Roughest, Toughest Jobs on the Planet and What I

Learned from Working Them

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reproduced in any manner whatsoever without written permission from the

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Printed in the United States of America

05 06 07 10 9 8 7 6 5 4 3 2 1

Library of Congress Cataloging-in-Publication Data

Gross, T. Scott.

When customers talk : —turn what they tell you into sales / T. Scott Gross and

BIGresearch.

p. cm.

Includes index.

ISBN 0-7931-9519-5 ( 6 × 9 paperback )

1. Customer relations. 2. Customer services. I. BIGresearch (Firm) II. Title.

HF5415.5.G762 2005

658.8′12—dc22

2004023138

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