TY  - BOOK
AU  - Kearney, Elizabeth I.
AU  - Bandley, Michale J. 
TI  - Everyone is a customer
SN  - 9679959473 [paperback]
PY  - 1990///
CY  - Malaysia
PB  - Golden Books Centre., 
KW  - Customer relations
N1  - Contents: 1. Why everyone's a customer -- 2. The customer revolt -- 3. Put yourself in the customer's shoes -- 4. Why everyone's a salesperson -- 5. Your attitude makes the differences -- 6. How your self esteem affects the sale -- 7. Telephone persuasion -- 8. Listen to the customer -- 9. Words aren't enough -- 10. Games customers play -- 11. Dealing with anger -- 12. Strategies of negotiation -- 13. A creative approach to customer relations -- 14. Packaging makes a statement -- 15. Stress and the customer -- 16. Customers: today and yesterday -- 17. Management makes a difference in customer relations -- 18. The right staff makes the differences -- 19. Tips from the front line -- 20. Modeling for success -- 21. Service success models -- 22. Insider anecdotes
ER  -