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Overview
As a support professional, you probably ask your customers dozens of questions every day as you gather the information you need to resolve their problems. Clearly, asking your customers the right questions requires skill. In this focused book, Randall Pearson discusses various models that will help you sharpen your information-gathering skills. As you perfect these skills, you'll increase first-level resolutions, decrease call-backs, and enjoy more effective customer interactions.
Table of Contents
Appendix: Where to learn more |
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Last modified January 12, 2007