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Client Service Excellence : the 10 Commandments.
| Clasificación: | Libro Electrónico |
|---|---|
| Autor principal: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Knowres Publishing,
2010.
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| Temas: | |
| Acceso en línea: | Texto completo |
Tabla de Contenidos:
- Cover; Copyright; TABLE OF CONTENTS; ABOUT THE AUTHOR; FOREWORD; PREFACE; INTRODUCTION; CHAPTER 1 YOU DON'T HAVE TO BE A GURU
- JUST LIVE LIKE ONE; YOUR INHERENT QUALITIES; IS THE CLIENT NUMBER ONE?; YOU (PTY) LTD; BRIDGING THE GAP BETWEEN THE CLIENT AND THE BUSINESS; FIRST PLAY TO YOUR STRENGTHS ... THEN IMPROVE ON YOUR LIMITATIONS; CHAPTER 2 WHAT WORKS FOR YOU?; NO TWO PEOPLE WORK EXACTLY THE SAME; ACQUIRING THE "TOOLS" FOR THE JOB; START YOUR OWN TOOLBOX; GET INTO THE HABIT OF USING YOUR "TOOLS"; EXPERIENCES WILL BECOME YOUR EDUCATION; NO ONE CAN PRESCRIBE TO YOU ... IT'S YOUR CHOICE.
- CHAPTER 3 FIRST IMPRESSIONS
- LAST IMPRESSIONSFIRST IMPRESSIONS SET THE TONE OF THE RELATION-SHIP; A POSITIVE SELF-IMAGE AND SELF-ESTEEM; RE-EXAMINE THE WAY YOU WORK; YOU CAN LOSE A DEAL WITHOUT EVEN KNOWING IT; THAT LAST IMPRESSION WILL ALWAYS BE REMEM-BERED ... ; CHAPTER 4 WHAT IS CLIENT SERVICE EXCELLENCE?; DEFINITION OF CLIENT SERVICE EXCELLENCE; THE BASICS OF CLIENT SERVICE EXCELLENCE; WHAT IS THE IMPACT OF CLIENT SERVICE EXCEL-LENCE IN YOUR LIFE?; THE 6Cs MODEL
- THE ESSENTIALS OF CLIENT SERVICE EXCELLENCE; THERE ARE TWO PARTIES THAT MAKE UP THE BASIS FOR EXCELLENT SERVICE.
- PUT YOURSELF IN THE CLIENT'S SHOESREFERRAL OF BUSINESS; THE SPRINT OR MARATHON SERVICE MODEL; KNOWLEDGE IS POWER; CHAPTER 5 LOYALTY AND RETENTION OF CLIENTS; FACTORS THAT LEAD TO CLIENT LOYALTY AND RETENTION; THE COST OF RETAINING CLIENTS; CHAPTER 6 BARRIERS TO CLIENT SERVICE EXCELLENCE; FOR EVERY ROADBLOCK THERE IS A DETOUR; ELIMINATION OF BARRIERS; EMPOWER THE PEOPLE; BARRIERS IN OTHER FORMS; CHAPTER 7 A SUPPORT BASE; YOUR PERSONAL SUPPORT STAFF; MANAGEMENT; REFERENCE TO OTHER QUALIFIED STAFF AND SEG-MENTS OF THE BUSINESS; SYSTEMS OF SUPPORT.
- CHAPTER 8 THE THREE PRINCIPLES TO CLIENT SERVICE EXCELLENCEPRINCIPLE NUMBER 1: SEE THE BIG PICTURE; PRINCIPLE NUMBER 2: RESPECT THE PERSONALITY/ PSYCHOLOGY OF YOUR CLIENT; PRINCIPLE NUMBER 3: DISCOVER AND USE YOUR STRENGTHS AND SUPPORT SYSTEM; CHAPTER 9 THE 10 COMMANDMENTS TO CLIENT SERVICE EXCELLENCE; THE 10 COMMANDMENTS AT WORK; HOW THE 10 COMMANDMENTS ARE INTERTWINED WITH ALL OTHER SERVICE CONCEPTS; CHAPTER 10 COMMANDMENT NUMBER ONE: POSITIVE AND HELPFUL ATTITUDE; HOW TO STAY MOTIVATED AND DISPLAY A POSITIVE ATTITUDE; POSITIVE AND HELPFUL ATTITUDE; TAKING RESPONSIBILITY.
- COMMUNICATION
- STAY IN THE LOOPA POSITIVE AND HELPFUL ATTITUDE
- GENERAL ISSUES; TEAMWORK; ARE YOU IN THE RIGHT MOOD TO SERVE OR SELL?; CHAPTER 11 COMMANDMENT NUMBER TWO: VALUES; PERSONAL AND BUSINESS ETHICS; YOU WEAR YOUR COMPANY'S CULTURE ON YOUR SLEEVE; ADDING A PERSONAL TOUCH; YOUR WORD SHOULD BE YOUR BOND; WHAT ARE THE IMPORTANT PRINCIPLES YOU LIVE BY?; CHAPTER 12 COMMANDMENT NUMBER THREE: PASSION FOR SERVICE; LIVE THE BRAND; SOLUTIONS, NOT EXCUSES; DEALING WITH MISTAKES; MAKE THE CALL NOW; FLEXIBILITY; DON'T ACCEPT MEDIOCRITY; CHAPTER 13 COMMANDMENT NUMBER FOUR: GO THE EXTRA MILE.