Nine rules for providing reliably stellar services to clients, both new and old, are detailed in this guide written for small business owners. Rules include providing high standards of service, providing customers with information, being open and honest, offering choices, consulting with customers, being courteous and helpful, making things right for customers, and providing value for money. Anecdotal advice tackles difficult customer service issues. Designed to help small businesses unravel the mysteries of the service transaction, this book ensures that customers are happy with service and not just the skills and products being sold.

About the Author

Jillian Mercer is a general management consultant specializing in customer service. She is the former national president of the Australian Customer Service Association.

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Store Description

We are located in Arvada Colorado on Wadsworth Blvd. We are open 7 days a week! We have lots of new and used Books, Vinyl, DVDs, CDs, Videos and Role-Playing Games. We LOVE to BUY/SELL/TRADE! Hours: Mon-Sat 10-7 Sun 11-7 Wheat Ridge:Mon-Sat 10-6 http://www.blackandread.net

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Seller's business information

Black & Read, Inc.
7821 Wadsworth Blvd., Arvada, CO, 80003, U.S.A.

Sale & Shipping Terms

Terms of Sale

We accept Visa, MasterCard, Discover & AMEX. $5.98 for media mail on most books, $9-10 for priority shipping. Additional shipping for large format books or sets.

Shipping Terms

Shipping costs are based on books weighing 2.2 LB, or 1 KG. If your book order is heavy or oversized, we may contact you to let you know extra shipping is required.

Shipping rates within U.S.A.

Shipping rates within U.S.A.
Order quantity	5 to 14 business days	3 to 6 business days
First item	US$ 5.98	US$ 8.97

Delivery times are set by sellers and vary by carrier and location. Orders passing through Customs may face delays and buyers are responsible for any associated duties or fees. Sellers may contact you regarding additional charges to cover any increased costs to ship your items.