Love Thy Customer

Creating Delight, Preventing Dissatisfaction, and Pleasing Your Hardest-to-Please Customer

Rick Brinkman, Rick Kirschner

272 pages, parution le 04/11/2005

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Résumé

The bestselling authors of Dealing with People You Can't Stand deliver proven tactics for exceptional customer service

In today's consumer-driven market, the first commandment is love thy customer. As highly sought-after corporate trainers and speakers, Rick Brinkman and Rick Kirschner use their trademark no-nonsense style and innovative communication techniques to win over even the most difficult customers, keeping them satisfied and loyal. Their unique, user-friendly approach to customer service focuses on the personal interactions between businesses and customers that can make or break the deal.

Love Thy Customer provides people-oriented advice for short-term success and long-term growth, including:

Skills and strategies to win customers over
Tactics to prevent customer dissatisfaction
Maneuvers to resolve a full range of problems
Ways to maintain customer focus
Methods for business owners to cultivate a strong service ethic

Customer satisfaction is more important than ever, and Love Thy Customer delivers the strategies that build a strong and loyal consumer base.

Sommaire

True Love
- Introduction : Honor Thy Customer
- Understand Thy Customer
- Welcome Thy Customer
- Heal Thy Customer
- Educate Thy Customer
- Solve Thy Customer's Problems
- Represent Thy Customer
- Love Thyself
Tough Love
- Overview Empower Thyself
- Pushy and Demanding
- Temper Tantrums
- Knowledge and the Lack Thereof
- Helplessly Hoping
- Covert Operation
- Vague and Unresolved
- All or Nothing
- Your Service Matters
- Invitation from the Authors

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Caractéristiques techniques

	PAPIER
Éditeur(s)	Mc Graw Hill
Auteur(s)	Rick Brinkman, Rick Kirschner
Parution	04/11/2005
Nb. de pages	272
Format	15,5 x 24
Couverture	Relié
Poids	390g
Intérieur	Noir et Blanc
EAN13	9780071448024
ISBN13	978-0-07-144802-4