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Economic Management 25位商业领袖:影响世界的商业领袖
Economic Management 35岁前要做的33件事:成功人生的重要分水岭
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Economic Management MBA考试辅导逻辑分册
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Economic Management 60分钟企业经营战略:10倍速商业经典
Economic Management 18岁以后懂点经济学
Economic Management 12小时MBA教程
Economic Management 12小时哈佛商学经典
Economic Management 2号人物
Economic Management 7位成功大师的炒股智慧:世界上最会炒股的人
Economic Management 12小时哈佛管理学
Economic Management Action!管理开拍
Economic Management Action!管理开拍:周星弛搞笑电影中的管理
Economic Management CEO的海军陆战队
Economic Management CI革命:塑造企业个性与美感的法宝
Economic Management 1999到2000年中国经济发展趋势预测分析
Economic Management Cyber超市的网上销售方案
Economic Management MBA考试辅导英语分册
Economic Management MBA工商管理800案例:管理控制跨国经营
Economic Management MBA工商管理800案例:理财之道竞争谋略
Economic Management MBA考试辅导管理分册
Economic Management MBA考试辅导逻辑分册
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Economic Management 柜面服务技巧指引
Posted on 2010-05-16
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保持平静、不去打岔。专心于顾客所关心的事情。面对口头的人身攻击时不采取对抗姿态。减少其它工作和电话的干扰。体态专注、面部表情合适。与对方对视时眼神很自信。耐心地听完对方的全部叙述后再作出回答。适当做些记录。表现出对对方情感的理解。让顾客知道所允诺的帮助是真诚的。知道在什么时候请求别人的帮助。语调自信而殷勤。不使用会给对方火上浇油的措辞。避免指责自己的同事或公司引起了麻烦。不满的顾客走了以后,能控制自己的情绪
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