A self-development tool for service success. Take Charge! Is uniquely designed self-instruction book that gives people a firm grasp of how to manage their customer interactions. Readers can use it to refine their techniques, prepare for critical customer calls and figure out how to handle a difficult situation better "next time." --This text refers to an out of print or unavailable edition of this title.
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Managers and Experts Praise Take Charge!
"The Take Charge! techniques are concrete, real and very common-sense as our engineers and other customer service pros have discovered. You'll find this a useful book and your customers will certainly agree!" Jim Robertson, Manager of Quality Competency Center, Motorola University
"A practical and powerful approach to building stronger, longer-lasting relationships with external and internal customers." Dr. Tony Alessandra, Author, The Idea-a-Day Guide to Super Selling and Customer Service
"This book is timely and right on! It supports our quality vision by providing a sensible, holistic way to communicate and work together." Ethan A. Stenger, Chief Operating Officer, Bell of Pennsylvania
"Take Charge! offers numerous usable hints on how to get improved results with customers. It is filled with practical tips, examples, and vignettes. It even includes a diagnostic which allows the reader to understand his/her style in interacting with others." Richard Whiteley, Vice Chairman, The Forum Corporation and Author, The Customer-Drive Company
"Take Charge! is immediately understandable and applicable to both professional and personal situations. It is a real treat among quality improvement books." James B. Couch, M.D., J.D., FACPE, Vice President, Quality Management, The Travelers Corporation and Senior Examiner, 1992 Malcolm Baldrige National Quality Award
--This text refers to an out of print or unavailable edition of this title.
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