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Creating customer connections : how to make customer service a profit center for your company /

Martin Bury, after a 40-Ưyear career as an automobile dealer, described his experiences in the book "The Automobile Dealer." Analyzing lost customers, Bury arrived at some statistics that could open the eyes of a marketer or customer service person from any industry. Over a four-Ưyear peri...

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Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Burke, Jack, 1950-
Formato: Electrónico eBook
Idioma:Inglés
Publicado: Santa Monica, CA : Merritt Publishing, [1997]
Edición:First edition.
Colección:Taking control series.
Temas:
Acceso en línea:Texto completo
Tabla de Contenidos:
  • Introduction : defining terms
  • Know your corporate character and identify your customers
  • Channeling creativity and thriving on the technological edge
  • Which sale first? Avoiding the product trap
  • Product versus service and the perils of commoditization
  • Defining the competition and managing customer expectation
  • Integrating sales and customer service so you get repeat business
  • Battling the malady of sales prevention
  • Integrating public relations and customer service
  • Encouraging excellence in your electronic lobby
  • Responding to electronic media in a television age
  • Responding to print media by focusing on magazines and Yellow Pages
  • Supporting direct marketing or outsourcing the effort
  • Infomercials as a customer service tool? Integrating with alternative media
  • Demographic issues and the client nexus
  • How to run an effective customer service meeting and find the right people to attend
  • Conclusion : the future is now.