Documents Encouraging Customer Loyalty

Chapter 10 Encouraging Customer Loyalty 1 2 3 4 Strategies to gain trust Communicate effectively and convincingly Display caring Be fair Admit errors or lack of knowledge…

Documents CHAPTER TWELVE Encouraging Customer Loyalty. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies,...

Slide 1 CHAPTER TWELVE Encouraging Customer Loyalty Slide 2 McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 12-2 L EARNING O BJECTIVES Establish…