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Customer service: your key to survival

Author: Goh, William Publisher: Executive Focus, 2000.Language: EnglishDescription: 123 p. ; 21 cm.ISBN: 9810432690Type of document: Book
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Item type Current location Collection Call number Status Date due Barcode Item holds
Book Asia Campus
Main Collection
Print HF5415.5 .G64 2000
(Browse shelf)
900096094
Available 900096094
Total holds: 0

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Executive focus S Preface Section The concept of "customer" Types of customers What is customer service? What are the keys to customer service? How do you deal with angry customers? When you put up banners, you raise expectations Be your customer's advisor Offer your customers an alternative solution What do analytical customers want? Getting hit by a verbal ton of bricks by upset customers 11 12 This is not a perfect world Apologising to customers is a reality of professional life Don't let your customers forget you Winning arguments and losing customers Show empathy and caring for your customers When the atmosphere is right, customers sense it a 13 14 15 16 17 18 Great servers are great noticers The customer's attitude and yours Identifying the root causes of complaints Challenging customers are never challenging by accident Be proactive in anticipating change Getting the customer committed Communicating with customers If you don't get close to your customers, the competition will 19 20 21 22 23 24 Customers who complain are giving you a gift Your company can be ripped apart by complainers What do you do when a customer complains? Complaints are not a sign of failure How to resolve complaints Have you met the chronic complainers? B Developing a "complaints" tool box for your staff What wins the "bad-practice" trophy'? Things you don't know about handling complaints Paying compliments Be consistent in your actions Cultivating credibility Corporate culture is the foundation of customer service 38 A personality trait called "customer contact tolerance" Are you chanting the mantra that the customer is always right? Do you go for the dollar or the customer? Make quality service a top management priority Exceptional service addresses both expectations and wants How do you treat chtomers' letters? Customer satisfaction and loyalty present moving targets Loyal employees breed loyal customers Focus on share of customers, not share of market Satisfied customers may be inert, not motivated The power of word of mouth 49 High-touch and low touch customers Help your customers make the right decisions Your first loyalty is to your customers, not to an organisational chart Taking the handcuffs off your employees Customer service should be proactive, not reactive Wrap an experience around a service transaction B Everything makes an impression on a customer Customer satisfaction is what people say; loyalty is what they do The five strands of loyalty Creating a "quality lock" Be choosy about who your customers are Service should be a two-way street When there is no wind beneath the sails 62 Being abused by a customer Adding value to your relationships Adding a heart to the business environment Don't wait for others to take the lead Make your customers feel valued What is the true value of service with a heart? Symbolic atonement B A prompt, friendly greeting greases the wheels of smooth service Make your guarantee simple and clear What is a hidden dissatisfier? A dash of humour can help resolve difficult situations To stand apart from the competition you must come up with innovative ideas It never pays to question customers' integrity 75 Get glued, not close, to the customers Don't take internal customers for granted Customers are the ones who pay your salary Common barriers to excellent customer service Individual behaviours that impact customer service Organisational behaviours that tell customers a k u t your culture Customers buy the benefits, not the products or services A smile comes through even on the telephone A well-known brand is a statement of trust Trying is not doing The magical power of trust Keys to exceeding customer expectations Treat every customer with extraordinary respect and care Never deliver lip service Become recognised for your knowledge, insight, experience and expertise Listen to customers with open minds and more flexible points of view A flashy presentation alone alienates rather than persuades Don't rely solely o your computer A printouts or on what subordinates tell you The cost of losing customers is high Is customer loyalty an automatic payoff for good service? "We'll take it back - no questions asked" The worth of great customer service requires a focus on the relationship value Customer loyalty is reflected by a combination of attitudes and behaviours 98 Proactively "think customer" to meet their requirements Negotiating with customers 99 100 Helping noncommittal customers 101 Whenever possible, call your customers by name 102 You cannot build market share by cutting price or quality 103 The customer defines the mission 104 Messages you'convey to customers 105 When mistakes are made 106 Earn the right to make money 107 Motivate your employees to deliver extraordinary customer service 108 Your competitors are busy building better and better mousetraps all the time 109 Make observations when you're being served a 110 React quickly to opportunities 111 Fulfilling customers' orders Service quality is determined by the customers Provide accurate information don't fake it Constantly "raise the bar" Rapport plays a major role in building customer satisfaction The psychological principle called reciprocity a - Keep brief notes about each customer You can't ask for referrals. You must earn them. Don't take rejection personally Make the customer feel that he is more than just an account number Service quality philosophy Don't date your customers; marry them What are "hard" and "soft" customer requirements? 124 Values that guide you in your business 125 Focus on the quality of customers 126 Don't forget that, after the sale, customers are not tail-lights 127 What time does your shop open? 128 Create a customer partnership 129 Respect your customers' time, circumstances, and priorities 130 Be persistent, not obnoxious 'b 131 Qualities that customers appreciate 132 The personal touch 133 Personalise letters 134 The personality of your business attracts and keeps customers 135 Know how to make policies work for customers, not against them 136 Focus on the positive what you can do - 137 Power phrases that you can use 138 Price may attract customers but information sustains relationships 139 If you are not solving problems, you are a problem 140 Pass the baton, not the buck 141 Customer relations mirror employee relations 142 It is in your best interest to develop customer service Professionalism 143 Develop a positive self-concept I 144 Go the extra mile for customers 145 Service recovery is not something that happens automatically 146 Recognise the power of customer service as a business strategy 147 Terminating conversations with talkative customers 148 Learn the basics of telephone courtesy and effectiveness 149 Spend quality-time with your customers The importance of training Always acknowledge waiting customers Who are "voicers"? Factors that influence the customer's perception of value The "almost customer" The upside and downside of going after a smaller, niche market Be fast with kfunds Call queuing systems a bit like taking a number at the deli counter How do you handle queues? Niceness alone is a big turn-off Key points in Customer Service - Acknowledgements

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