Having people skills is imperative in the services industry. Employees must see the importance of the customer to their business. This book presents five service truths that employees misunderstand and so lose their customers. They are: bad news travels fast; those who complain are the best friends of business; besides three others centered on consumer psychology.
ABOUT THE AUTHOR Madhavi Garikaparthi
Madhavi Garikaparthi holds a bachelor's degree in science and master's degrees in Marketing Management and Human Resource Management from Osmania University. Presently, she is working as a Faculty Member in marketing and human resource management at Icfai Business School, Mumbai. She has over 11 years of experience in the fields of teaching, research and industry. Prior to joining Icfai, she worked with Dr. Reddy's Group and the RPG Group. She has edited a few books in the area of customer relationship management, published by the Icfai University Press. Her areas of interest are customer relationship management, services marketing, strategic marketing, competency assessment, organizational behavior and change management.
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