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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...
| Call Number: | Libro Electrónico |
|---|---|
| Main Author: | |
| Format: | Electronic eBook |
| Language: | Inglés |
| Published: |
Santa Monica, CA :
Merritt Publishing,
[1997]
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| Edition: | First edition. |
| Series: | Taking control series.
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| Subjects: | |
| Online Access: | Texto completo |
Table of Contents:
- 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.