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O Cliente Não Tem Sempre Razão Mas…Tem Sempre Emoção!
by Paulo Balreira Guerra · Edições Sílabo · tapa blanda · 294 pages
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Pages: 294 pagesAuthor: Paulo Balreira GuerraPublisher: Edições SílaboFormat: tapa blandaLanguage: ptRelease date: 1/1/2010ISBN: ISBN 9789726186090
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Synopsis of O Cliente Não Tem Sempre Razão Mas…Tem Sempre Emoção!
Este libro de Paulo Balreira Guerra, publicado por Edições Sílabo, explora la importancia de comprender las emociones del cliente en la prestación de servicios. Argumenta que, si bien el cliente no siempre tiene la razón, siempre tiene una emoción que debe ser respetada y comprendida para lograr su satisfacción y fidelización. El autor utiliza una metáfora humorística y se basa en investigaciones científicas en las áreas de Inteligencia Emocional & Social y Neurociencia para explicar este concepto.
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