{ "item_title" : "Service with a HUG", "item_author" : [" Andy Collett "], "item_description" : "The revised, updated and expanded second edition! Delivering outstanding customer service really is common sense. However, that doesn't mean it's always common practice. In this easy-to-read book, Andy Collett sets out three key areas for success (the HUG): H - Handle Customers SkilfullyU - Understand Customers EmotionallyG - Guide Customers With Integrity. The book promises 'Thirty Ways to Transform Your Customer's Experience (and your own...)'. Each topic is clearly explained and can comfortably be read and understood during a 15-minute coffee break and then put straight into practice. The book also explains the concept of an 'Internal Customer' - colleagues who depend upon each other in order to create a 'wow' experience for the end customer. The same principles of HUG apply in these situations too. Customers want to feel loved. Colleagues also want to feel loved. This book shows you how.", "item_img_path" : "https://covers3.booksamillion.com/covers/bam/9/79/886/777/9798867779382_b.jpg", "price_data" : { "retail_price" : "12.59", "online_price" : "12.59", "our_price" : "12.59", "club_price" : "12.59", "savings_pct" : "0", "savings_amt" : "0.00", "club_savings_pct" : "0", "club_savings_amt" : "0.00", "discount_pct" : "10", "store_price" : "" } }

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