عنوان

Care packages for your customers

شابک

0071484213 (alk. paper)

شابک

9780071484213 (alk. paper)

شماره

90-909

زبان متن نوشتاري يا گفتاري و مانند آن

انگلیسی

عنوان اصلي

Care packages for your customers

ساير اطلاعات عنواني

: an idea a week to enhance customer service

نام نخستين پديدآور

/ Barbara A. Glanz.

محل نشرو پخش و غیره

New York

نام ناشر، پخش کننده و غيره

: McGraw-Hill

تاریخ نشرو بخش و غیره

, c2007.

نام خاص و کميت اثر

xxi, 201 p.

ساير جزييات

: ill.

ابعاد

; 21 cm.

متن يادداشت

Includes index.

متن يادداشت

Self assessment--How well are you currently doing in building customer loyalty? -- Weekly ideas -- Determine the lifetime value of a customer -- Remember the two levels of every interaction -- Don't take a customer's anger personally -- Surprise co-workers and internal customers with anonymous gifts -- Remember that everyone sees the world differently -- Value employees as "whole" persons -- Listen with your heart -- Reframe how you view mis-takes in your organization, Part one -- Reframe how you view mis-takes in your organization, Part two -- Decorate your cubicle or workspace with things that remind you of giving good service -- Celebrate the gift of life! -- Remember the concept of the emotional bank account, Part one -- Remember the concept of the emotional bank account, Part two -- Decorate hallways and walls with inspirational quotations and graphics -- Hold focus groups, Part one -- Hold focus groups, Part two -- Give yourself a hand -- Five loyalty builders -- Celebrate small wins -- Brainstorm ways you can enhance your customer's experience, Part one -- Brainstorm ways you can enhance your customer's experience, Part two -- Brainstorm ways you can enhance your customer's experience, Part three -- Focus on what you can do -- Have fun with stories -- You don't learn anything with your mouth open -- Beautiful people don't just happen -- Work on a community project -- Every customer is a gift -- Always anticipate the customer's needs -- Whenever you can, offer the customer options -- Inform the customer when you have gone out of your way for them -- Manage by wandering around -- Know why customers are unhappy with your organization -- Honor customer complaints -- Do just a little bit extra for each customer -- Take an employee to lunch -- Are you friendly? -- Think like a customer -- Four things customers want -- Manage from the heart -- The four steps to recovery -- Happy employees create happy customers -- Hold grapevine sessions -- Stay calm with a difficult customer -- A dilemma -- Create a human level database -- Use selective agreement -- Use an objective measurement to communicate the seriousness of the situation! -- Celebrate any good news you can find -- Have a "thank your customers day" -- Have a "thank your internal customers day" -- Add a personal signature to your work -- Conclusion: you have a choice!

بدون عنوان

0

موضوع مستند نشده

Customer loyalty.

موضوع مستند نشده

Customer services.

موضوع مستند نشده

Customer relations.

شماره رده

نشانه اثر

مستند نام اشخاص تاييد نشده

Glanz, Barbara A.

تاريخ عمليات

20110707152944.0

نوع ماده

BL

کد کاربرگه

129675

تكميل شده

Y