Contents
Foreword by Horst Schulze
Introduction:The Only Shop in the Marketplace
Chapter One:The Engineer on the Ladder: Reaching for the Highest Level of Service
With the Support of an Effective Problem Resolution Process
Chapter Three:Language Engineering: Every. Word. Counts.
Establish a Consistent Style of Speech
Create a Lexicon of Preferred Language and Phrasing
Choose Language to Put Customers at Ease, Not to Dominate Them
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