| Description |
1 online resource |
|
text file |
| Bibliography |
Includes bibliographical references and index. |
| Contents |
Cover; Title; Contents; Introduction; Rule 1 Be Prepared to Break Traditional Rules; Rule 2 Create the Right Culture for Service; Rule 3 Learn How to Update Your Customer; Rule 4 Serve People, Not Shareholders; Rule 5 Put the Right People in the Right Place at the Right Time Doing the Right Thing; Rule 6 Learn Something New Every Day; Rule 7 Compete Only Against Yourself; Rule 8 Stop Overthinking Customer Service; Rule 9 Ask Yourself These Two Critical Questions Every Day; Rule 10 Find a Way to Say Yes Even When the Answer Is No; Rule 11 Love Your Critics. |
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Rule 12 Create Your Dos and Don'ts of ServiceRule 13 Exploit Your Customer's Pain Points, but Never Exploit Your Customers; Rule 14 Don't Be Zappos to Your Jack Welch Customers; Rule 15 Make Your Customer Service a Human Interaction; Rule 16 Micromanage Every Day; Rule 17 Do Customer Service on Day One of the Job; Rule 18 Be the Worst on Your Team; Rule 19 Forget the Golden Rule; Rule 20 Map a Clear Journey to Great Customer Service; Rule 21 Do a 60-Second Customer Experience Evaluation; Rule 22 Develop 20/20 Vision for Exceptional Customer Service. |
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Rule 23 Accept That You Can't Please EveryoneRule 24 See Yourself as a Customer Service Leader; Rule 25 Use Positive Words to Win Customers; Rule 26 Learn to Deal with Fulfillment Problems; Rule 27 Repeat, Repeat, Repeat, and Then Repeat Again, with Purpose; Rule 28 Eliminate Three Words from Your Vocabulary; Rule 29 Be Lovable to Your Customers; Rule 30 Cure Yourself of the ""Between 11 and 5"" Syndrome; Rule 31 Don't Rush Technology to Fix Service Problems; Rule 32 Embrace Your Service Imperfections; Rule 33 Customers Are Not Always Right, but They Are Always Customers. |
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Rule 34 Change How You Think About Customer ServiceRule 35 Really Get to Know Your Customers; Rule 36 Teach Your People to Engage with Customers; Rule 37 Create a Manifesto for Service; Rule 38 Take Care of Employees so They'll Take Care of Customers; Rule 39 Make Data-Driven Customer Decisions and Take People-Centric Action; Rule 40 Customer Experience Is More Important than Advertising; Rule 41 Make Consistency a Critical Customer Metric; Rule 42 Make Sure Your People Take Care of Themselves; Rule 43 Dispel Customers' Fear of Customer Service. |
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Rule 44 Learn How to Earn Your Customer's LoyaltyRule 45 Forget Mission Statements; Create Action Statements; Rule 46 Get the CEO Interacting with Customers; Rule 47 Learn to Obsess over Customers; Rule 48 Define Customer Focus for Your Company; Rule 49 Let Data Drive More Informed Service; Rule 50 Focus on the Value of Great Service Experience; Rule 51 Make Customer Service a Daily Priority; Rule 52 Shift from Reactive to Proactive Service; Rule 53 Get Social and Personal with Customers; Rule 54 Stop Creating Conflicts for Customer Service. |
| Summary |
Great companies distinguish themselves from the competition by providing their customers with something truly special, something beyond price point that can't be duplicated: unique, outstanding customer service experiences. Win the Customer cuts right to the chase, giving readers practical, powerful techniques for energizing the way they interact with the people who drive their business. |
| Local Note |
eBooks on EBSCOhost EBSCO eBook Subscription Academic Collection - North America |
| Subject |
Customer services.
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Customer services. |
|
Consumer satisfaction.
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Consumer satisfaction. |
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Customer relations.
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Customer relations. |
| Genre/Form |
Electronic books.
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Electronic books.
|
| Other Form: |
Print version: Martins, Flavio. Win the customer 9780814436240 (DLC) 2015012548 (OCoLC)908660762 |
| ISBN |
9780814436257 (ebook) |
|
0814436250 |
|
9780814436240 (hardcover) |
|
0814436242 |
|
