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Unternehmen knnen es sich nicht mehr leisten, unzufriedene Kunden ziehen zu lassen, denn Neukundengewinnung ist ungleich teurer als die Ausweitung des Geschftes mit Stammkunden. Doch anspruchsvolle Kunden zufriedenzustellen wird immer schwieriger. Dieses Buch skizziert die wichtigsten Probleme, die in (Gesprchs-) Situationen mit Kunden auftauchen knnen, bietet Lsungsmglichkeiten und praktische Beispiele fr Konfliktgesprche in Kundenservice und bei Besprechungen, im Schriftverkehr und am Telefon.
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