50 powerful ideas you can use to keep your customers
- 作者: Timm, Paul R.
- 出版: Franklin Lakes, NJ : Career Press ©2002.
- 版本: 3rd ed.
- 稽核項: 1 online resource (158 pages).
- 標題: Customer services Management. , Electronic books. , Customer services , Management. , Customer Relations. , Supervision of employees. , BUSINESS & ECONOMICS Customer Relations. , Consumer satisfaction. , BUSINESS & ECONOMICS
- ISBN: 1601637020 , 9781601637024
- ISBN: 1564145999
- 試查全文@TNUA:
- 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
- 摘要: Publisher Fact Sheet , Annotation
- 電子資源: https://dbs.tnua.edu.tw/login?url=https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=91682
- 系統號: 005321465
- 資料類型: 電子書
- 讀者標籤: 需登入
- 引用網址: 複製連結
50 Simple Yet Effective Ways to Keep Customers Happy and Coming Back for More Ultimately, every successful enterprise must attract, serve, and win the loyalty of customers by providing worthwhile products and delivering excellent service. Getting and maintaining loyal customers affect an organization’s bottom line more than any ad campaign, marketing program, or PR effort. This book is designed to get all managers and employees thinking about the little things that can make all the difference. It’s a quick read—you can finish it in less time than it takes to deal with one customer complaint. And if you put the information within this book into action, you will be able to decrease customer complaints considerably. It’s packed with practical, applicable suggestions that can be put to work immediately, such as how to: Turn angry customers into lifelong clients Use a simple gesture to immediately put customers at ease Listen with more than your ears Easily give customers more than they expect Use negative feedback for positive action Managers and staff members alike can use this little manual to avoid the devastating ripple effects that turned-off customers can produce. It will easily show how everyone in a business, large or small, can creatively apply a constant flow of small, customer-centered innovations to create a consistent and persistent strengthening of your customer base.
來源: Google Book
來源: Google Book
評分
