附註:Includes bibliographical references (pages 147-149) and index.
Title page -- Copyright page -- Contents -- Introduction -- Part I: Powerful Ideas That Get You Focused -- Idea 1: Understand the Goal of Customer Loyalty -- Idea 2: Recognize What Turns Off Your Customers -- Idea 3: Gather Feedback and Apply Service Recovery Skills -- Idea 4: Know how to Tell When You Are Turning off Customers -- Idea 5: Know Who All Your Customers Are -- Idea 6: Understand the Terrible Cost of the Lost Customer -- Idea 7: Understand the Importance of Exceeding Customer Expectations
Part II: Powerful Ideas for Projecting Your Personality to CustomersIdea 8: Greet Customers and Build Instant Rapport -- Idea 9: Apply Good Conversation Skills -- Idea 10: Get the Customer Experiencing Something -- Idea 11: Watch Your Personal Appearance and Grooming -- Idea 12: Check the Appearance and Layout of Your Work Area -- Idea 13: Use Good Telephone Techniques -- Idea 14: Say Please and Thank You -- Idea 15: Enjoy People and Their Diversity -- Idea 16: Call People Names (Preferably Their Names) -- Idea 17: Listen With More Than Your Ears
Idea 18: Anticipate Customer NeedsIdea 19: Reach out and Touch Them -- Idea 20: Compliment Freely and Sincerely -- Part III: Powerful Ideas for Solidifying Repeat Customers -- Idea 21: Fish for Negative Feedback -- Idea 22: Exceed Customer Expectations With Extra Value -- Idea 23: Exceed Customer Expectations With Better Information -- Idea 24: Exceed Customer Expectations With Add-ons -- Idea 25: Look for Ways to Improve Timing and Follow-up -- Idea 26: Make the Last Part of the Transaction Positive and Motivating
Idea 27: Reassure the Customer's Decision to Do Business With YouIdea 28: Make Service Speed and Customer Convenience Priorities -- Part IV: Powerful Ideas for Saving Possible Lost Customers -- Idea 29: Keep in Touch -- Idea 30: Recognize the Value of Information and Give Customers the Best -- Idea 31: Master Recovery Skills -- Idea 32: Disarm the Chronic Complainer -- Idea 33: Reconcile Customer Goodwill with Symbolic Atonement -- Part V: Powerful Ideas Managers Can Use to Get Employee Involvement -- Idea 34: Get Everyone Involved in Setting a Theme
Idea 35: Reward the Right ActionsIdea 36: Train and Retrain to Build Employee Competence -- Idea 37: Explain the Taboos in no Uncertain Terms -- Idea 38: Provide the Right Stuff and Adequate Breaks -- Idea 39: Constantly Recruit Great People -- Idea 40: Nuture a Culture of Caring -- Idea 41: Enrich People's Jobs -- Idea 42: Take the Long View -- Idea 43: Recognize and Reinforce Great Service -- Idea 44: Track Customer Service Behaviors Over Time -- Idea 45: Create Hoopla and Fun -- Idea 46: Send out Explorer Groups -- Idea 47: Use Focus Groups
