Be your customer's hero

the long version

"Provides customer-facing professionals with short, simple, actionable advice designed to transform them into heroes in the eyes of the customers they serve. Quick chapters show readers how to achieve the mindset required for Hero-Class service; understand the customer's expectations--and exceed them; develop powerful communication skills; avoid the seven triggers guaranteed to set customers off; handle difficult and even irrational customers with ease; and become an indispensable part of any frontline team"--Amazon.com.