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Customer Care or Nightmare!

How to win over Customers and Keep Them for Life

Customer Care or Nightmare!
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ISBN: 978-87-403-0867-9
1 edition
Pages : 62
  • Price: 75.50 kr
  • Price: €8.99
  • Price: £8.99
  • Price: ₹150
  • Price: $8.99
  • Price: 75.50 kr
  • Price: 75.50 kr

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About the book

  1. Reviews
  2. Description
  3. Preface
  4. Content
  5. About the Author


Steve Dunn ★★★★★

Brits don’t generally ‘do’ customer service. But in the absence of value, price becomes the prime focus. Building value back through great service should therefore be a priority for every business. This book will help. It is a very useful guide as to how to assess the service your organisation provides and then how to improve it. Using humour to illustrate points and offering self-administration questionnaires to help, it will make a valuable training aid at all of the intermediate and junior levels of an organisation. The core service values of courtesy integrity, listening, ownership and quality are all covered and there is an invaluable section on body language. Recommended.


Looking after customers is like looking after your love life. Once you are in a relationship there’s some ground rules that you need to apply. This book gives advice on how to live together happily ever after!


An eye-opening insight into how customers are often treated once they become part of the establishment. Like many marriages, once the excitement of the chase is long forgotten, complacency often creeps in. Take care of your customers and nurture those client relationships.

Any successful company knows that ‘a bird in the hand is worth two in the bush’…but why not have both?

This book will show you how to maintain excellent customer care and keep them coming back for more.


  1. Passion
  2. Some Facts About Your Customers
  3. Attitude & Behaviour
  4. The Customer Is Always Right!
  5. Personality & Social Styles
  6. Body Language & Image
  7. Is Your Receptionist A Top Performer?
  8. Excellent Telephone Skills
  9. Doing & Saying The Right Thing: The Importance Of Telephone Etiquette
  10. Dealing With Difficult People & Situations
  11. Questionning Skills
  12. Summary

About the Author


The consummate sales maestro, Clive can orchestrate any sales dialogue into a win-win for all. Pushing the boundaries of learning, he has successfully trained thousands of delegates around the world who have all experienced the ‘ka-ching’ factor from his unique brand of training. The naughty chuckle in his eyes is perhaps typical of an entrepreneurial thinker, who has turned the conventional ways of selling upside down.

Clive is Managing Director of The Peer Group in South Africa and has a BA (Econ) from Wits University and a post-graduate diploma in Learning Psychology from London University. He has an astute grasp of what it takes to succeed in sales and business and is delighted to publish this third book in the series.

Books include:

  • Simple Alchemy: Turn Cold Calls into Gold Calls
  • Summiting Sales
  • Customer Care or Nightmare!

Clive is happy to take any questions you may have arising from any of these books


After many years in the corporate world of fashion, retailing and publishing, her entrepreneurial spirit won out and Jean became the founder of a successful design & marketing agency as well as several other businesses.

Delivering blue-sky thinking, ensuring new ideas are continually being born and delivered to market, plus having clients come back for more is her main motivator.

Jean is delighted to have this third book published, to assist salespeople to have the best chance of succeeding, fully endorsing the saying that ‘success breeds success!’

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