Brilliant Customer Service

AvDebra Stevens

Häftad, Engelska, 2010

Del i serien Brilliant Business

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Beskrivning

Keep them coming back for more

Brilliant Customer Service is your guide to help you deliver exceptional customer service and keep your customers coming back time and time and again. It’s for anyone involved in any organisation – whether you run your own business, manage people or you are a customer facing employee. It doesn’t matter what your budget is, you’ll find lots of simple changes you can implement right now to build a highly successful customer service strategy.

BRILLIANT OUTCOMES

· Identify your customers real needs and how best to meet them

· Build trust and long term loyalty with your customers to stay ahead of the competition

· Make sure you are remembered and recommended

Produktinformation

Utgivningsdatum:2010-10-28
Mått:135 x 215 x 14 mm
Vikt:280 g
Format:Häftad
Språk:Engelska
Serie:Brilliant Business
Antal sidor:216
Upplaga:1
Förlag:Pearson Education
ISBN:9780273738077

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Mer om författaren

Debra Stevens is a trainer, coach, mentor key note speaker and founder of Sold Out Trainers (www.soldout-trainers.com). She has 25 years of experience in delivering high impact experiential training solutions to many top companies throughout the UK, Europe,Asia and the USA, including Debenhams, Stena Ferries and Royal Caribbean Cruises. Debra brings her extensive knowledge of customer service training to give readers a practical common sense approach to improving their results.

Innehållsförteckning

About the authorAcknowledgementsIntroduction1. Customers have changed 2. The cornerstones of brilliant service3. Make 'virtual' service brilliant customer service4. Use the 'emotional scale' to create loyalty and trust5. Read between the lines – silence is never golden!6. How to handle any complaint7. How to say no and still keep the customer8. How to offer more9. Seven ways to wow your customersConclusionIndex