You can't win a fight with your client & 49 other rules for providing great service /

Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Markert, Tom
Formato: Electrónico eBook
Idioma:Inglés
Publicado: New York : Collins, ©2007.
Edición:1st ed.
Temas:
Customer services.
Customer relations.
Consumer satisfaction.
Success in business.
Service à la clientèle.
Consommateurs > Satisfaction.
Succès dans les affaires.
Acceso en línea:Texto completo (Requiere registro previo con correo institucional)
Tabla de Contenidos:
  • Introduction
  • Rule 1 : Know your products
  • Rule 2 : Never bad-mouth competition
  • Rule 3 : Understand revenue and profit targets
  • Rule 4 : Know contract details
  • Rule 5 : Take advantage of being the new guy
  • Rule 6 : Know your client's objectives
  • Rule 7 : Read the annual report
  • Rule 8 : Establish key performance indicators
  • Rule 9 : Offer a total solution
  • Rule 10 : Be a client advocate
  • Rule 11 : Deliver on your promise
  • Rule 12 : Build relationships everywhere
  • Rule 13 : Win over Frosty
  • Rule 14 : Be Switzerland
  • Rule 15 : Entertain clients
  • Rule 16 : Work on-site
  • Rule 17 : Go coach class
  • Rule 18 : Get invited to meetings
  • Rule 19 : Practice presentations
  • Rule 20 : Communicate
  • Rule 21 : Call with "no news"
  • Rule 22 : Answer your phone
  • Rule 23 : Give out your phone number
  • Rule 24 : Stick to your allotted time
  • Rule 25 : Respect your client
  • Rule 26 : You can't win a fight with your client
  • Rule 27 : Accept criticism
  • Rule 28 : Speak the truth
  • Rule 29 : Make the best out of bad situations
  • Rule 30 : Never give up your company
  • Rule 31 : Don't embarrass the client
  • Rule 32 : Respect confidentiality
  • Rule 33 : Learn whom you can trust
  • Rule 34 : Educate your owner
  • Rule 35 : Never say no
  • Rule 36 : Find ways to make their lives easier
  • Rule 37 : Make recommendations
  • Rule 38 : Empower clients with self-sufficiency
  • Rule 39 : Do the unexpected
  • Rule 40 : Don't be afraid to sell
  • Rule 41 : Learn from those who are doing it well
  • Rule 42 : Know other key suppliers
  • Rule 43 : Get sticky
  • Rule 44 : Collect advanced intelligence
  • Rule 45 : Ask for help when you need it
  • Rule 46 : Roll up your sleeves
  • Rule 47 : Showcase success
  • Rule 48 : Keep the internal team updated
  • Rule 49 : Go home when the job is done
  • Rule 50 : Exude quiet confidence.

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