000			02035cam a22003138a 4500
005			20250914160700.0
008			070525s2007 cau b 000 0 eng
020			_a0787987522 (cloth) _cRM62.47
039		9	_a200709261140 _bzaleha _c200709210900 _ddiyana _c200707180949 _djamil _c200707180947 _y05-25-2007 _zrahah
090			_aHF5415.5.B474
090			_aHF5415.5 _b.B474
090			_aHF5415.5 _b.B488h 2007 9HUKM
100	1		_aBerenbaum, Diane, _d1956-
245	1	0	_aHow to talk to customers : _bcreate a great impression every time with MAGIC / _cDiane Berenbaum, Tom Larkin
260			_aSan Francisco : _bJossey-Bass, _c2007
504			_aIncludes bibliographical references
505	0		_aIntroduction -- What does magic really mean? -- What are the benefits of magic? -- Magic-It's your choice -- Releasing your magic mind-set -- Create a climate for magic relationships -- Build magic relationships -- First steps -- Connect with empathy -- Build customer confidence -- Magic words and phrases -- Tragic words and phrases -- Express magic accountability -- Voicemail -- Listening -- Get to the heart: what's the catchpoint? -- Moving on -- Close with the relationship in mind -- Assess your calls with magic -- Handling complaints and difficult situations -- The world of magic -- A culture of exceptional service -- The magic coach -- Magic face-to-face -- The magic of relationship selling -- Magic in collections and default negotiations -- Magic in real life -- Personal stories and lessons for life -- Some final thoughts -- Ackowledgments -- About the authors -- About communico ltd.
650		0	_aCustomer relations
650		0	_aInterpersonal relations
700	1		_aLarkin, Tom, _d1953-
907			_a.b13932366 _b2020-10-15 _c2019-11-12
942			_c01 _n0 _kHF5415.5.B474
914			_avtls003349362
990			_ajj/zaleha
991			_aProgram Pengurusan, Pemasaran, Perniagaan Antarabangsa
991			_aPerpustakaan HUKM
998			_ah _at _b2007-12-05 _cm _da _feng _gcau _y0 _z.b13932366
999			_c390081 _d390081