Killer Customer Care

Erscheinungsjahr 2003
ISBN: 978-1-891984-86-0
Verlag: Open University Press

Buch, Englisch, Format (B × H): 203 mm x 246 mm, Gewicht: 517 g

Kill the Competition--With Customer Care! What is the Ultimate Competitive Advantage? Loyal Customers.When all things are equal in product, customers look for what makes the provider exceptional. And with so many competitors vying for each customer, the buyer's tolerance for poor service is lower than ever. By providing exceptional customer service, you keep customers coming back, time after time. You'll sell more and you sell more profitably since it costs more to attract a new customer than to keep a previous one coming back. In addition, returning customers are more likely to buy more expensive - and more profitable - goods and services.Providing tips that are easy to understand and implement, Killer Customer Care shows you how to deliver Five-Star customer service - and double and triple your profits along the way! It's not just a book about customer care principles, although it's loaded with great ideas on gaining and maintaining customer loyalty. You also get concrete examples of how to (and not to) apply those ideas.You get tips on how to: - Set and communicate customer-care standards - Understand the dynamics of face-to-face contact, and use it to your advantage - Exceed customer expectations - Empower employees - Follow up - Measure customer satisfaction - See your business from the customers view - Anticipate needs

Autoren/Hrsg.

Colombo, George

Fachgebiete

• Wirtschaftswissenschaften Betriebswirtschaft Betriebswirtschaft: Theorie & Allgemeines

Über Autor(innen)

Colombo, George
McGraw-Hill authors represent the leading experts in their fields and are dedicated to improving the lives, careers, and interests of readers worldwide