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Beyond customer service, revised /
| Clasificación: | Libro Electrónico |
|---|---|
| Autor principal: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Menlo Park, Calif. :
Crisp Publications,
©1998.
|
| Edición: | Rev. ed. |
| Colección: | Fifty-Minute series.
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| Temas: | |
| Acceso en línea: | Texto completo |
Tabla de Contenidos:
- ""TITLE""; ""COPYRIGHT""; ""ABOUT THE AUTHOR""; ""CONTENTS""; ""Dedication:""; ""PART I Customer Service and Beyond""; ""THE IMPORTANCE OF CUSTOMER SERVICE TO BUSINESS SUCCESS""; ""The Payoff of Superior Customer Service""; ""Common Sense Customer Service""; ""THE COST OF POOR CUSTOMER SERVICE""; ""What You Lose""; ""THE COST OF POOR SERVICE""; ""THE COST OF POOR SERVICE""; ""KEEPING YOUR CUSTOMERS""; ""Startling Service Statistics""; ""WHAT CAN YOU DO?""; ""REASONS FOR POOR SERVICE""; ""LIFETIME VALUE OF A CUSTOMER""; ""LIFETIME VALUE AND MARGINAL NET WORTH""
- ""CUSTOMER SERVICE: ONE, TWO, THREE""""SEVEN STEPS TO A SUCCESSFUL CUSTOMER SERVICE SYSTEM""; ""STEP 1. TOTAL MANAGEMENT COMMITMENT""; ""STEP 2. GET TO KNOW YOUR CUSTOMERS""; ""STEP 3. DEVELOP STANDARDS OF SERVICE QUALITY PERFORMANCE""; ""STEP 4. HIRE, TRAIN AND COMPENSATE GOOD STAFF""; ""STEP 5. REWARD SERVICE ACCOMPLISHMENTS""; ""STEP 6. STAY CLOSE TO YOUR CUSTOMERS""; ""STEP 7. WORK TOWARD CONTINUOUS IMPROVEMENT""; ""PART II Know Your Customer""; ""WHAT CUSTOMERS REALLY NEED, WANT AND EXPECT""; ""DETERMINE HOW TO SATISFY CUSTOMERS""; ""HOW TO GET TO THE WOW FACTOR""
- ""10 Types of Customers""""MANAGING ANGRY CUSTOMERS""; ""WHY CUSTOMERS MAY BE UPSET""; ""WHAT CUSTOMERS WANT FROM YOU WHEN THEY ARE ANGRY""; ""WHAT TO DO WHEN THE CUSTOMER IS ANGRY""; ""OTHER TYPES OF DIFFICULT CUSTOMERS""; ""Seven Types of Difficult Customers and How to Manage Them (Plus the Perfect Customer)""; ""PART III Customer Retention""; ""DEVELOPING CUSTOMER RETENTION PROGRAMS""; ""Proactive vs. Reactive Efforts""; ""INTERNAL AND EXTERNAL SERVICE""; ""Employees as Customers""; ""RETENTION THROUGH VALUE CHAINS""; ""Value Chain""; ""VALUE-ADDED SERVICE""; ""SERVICE ENHANCEMENTS""
- ""CUSTOMER SERVICE MARKETING""""1. FREQUENT BUYER PROGRAMS""; ""2. FREQUENT REFERRAL PROGRAMS""; ""3. THANK-YOU CARDS""; ""4. NEWSLETTERS/PERSONAL LETTER OF NEWS""; ""SAMPLE�PERSONAL LETTER""; ""5. TELEPHONE RECALLS""; ""6. CUSTOMER REWARD & RECOGNITION PROGRAMS""; ""Employee Recognition and Reward Programs""; ""7. CUSTOMER SPECIAL EVENTS""; ""8. STRATEGIC ALLIANCES AND PARTNERSHIPS""; ""Site Visits""; ""Customer as Sales Agent""; ""SERVICE RECOVERY: ANOTHER LOOK""; ""SATISFYING UNHAPPY CUSTOMERS""; ""Service Recovery Program""; ""MANAGING COMPLAINTS FOR RETENTION AND SALES""
- ""Turn Customer Complaints into Sales""""HOW TO C.A.R.E. FOR YOUR CUSTOMERS""; ""RETENTION THROUGH TRAINING""; ""Types of Training Programs""; ""EVALUATION CRITERIA QUESTIONNAIRE""; ""RAPPORT AND EFFECTIVE COMMUNICATION""; ""Behavioral Styles: Personality Factors""; ""Behavioral Styles: Service Situation Planner""; ""SENSORY PERCEPTUAL STYLE PROCESSOR EQUIVALENTS""; ""TIPS FOR LONG-TERM CUSTOMER RETENTION""; ""10 COMMANDMENTS OF SUPERIOR CUSTOMER SERVICE AND RETENTION""; ""PART IV 50 Ways to Keep Your Customers""; ""YOUR KEY TO LONG-LASTING SUCCESS""