The Experts Teach: Customer Care

Description

In "The Experts Teach: Customer Care", we bring together 25 articles from the top experts on how to earn a reputation for great customer service. These experts will show you why many organisations lose sight of their customers and decline, while others get the customer relationship right and see their fortunes soar.

The expert authors include Martin Haworth who is a successful business coach; George Torok, who is a well-known writer on creative problem-solving and personal marketing; and Greg Smith, president of Chart Your Course International.

If you are a manager, these articles will inspire you to become a great service provider. If you are a trainer, they are perfect for sharing with anyone whose role brings them into contact with customers. If you are a learner, they are quite simply professional game-changers.

Préface

In each of “The Experts Teach” series, we’ve gathered together some of the world’s best thinkers to share their ideas with you. Their ideas offer new, refreshing, and insightful ways to look at old themes, allowing you to discover new perspectives, develop your understanding, and change the way you think.

Table des matières

1. What Makes a Customer? by Nelson Scott
2. Top 10 Worst Things to Say to Angry Customers by Jeff Mowatt
3. Customer Service – The Disney Way by Martin Haworth
4. Service With a Smile! by Bob Selden
5. The View from the Front Line by Jim Clemmer
6. From Ichiban to Kaizen by Erica Rowntree
7. Good Sticky vs Bad Sticky by Thomas Cox
8. More is Said than Done about Improving Customer Service by Jim Clemmer
9. How Powerful are Your Customers? by Bob Selden
10. The ABC of Superior Customer Service by Eric Garner
11. Customer Service v’s Customer Satisfaction – What’s the Difference? by Bob Selden
12. There Must Be 50 Ways to Leave Your Customer by George Torok
13. Service is the Key to Survival in Today’s Climate by Bob Selden
14. What Stops Dissatisfied Customers From Complaining? By Nelson Scott
15. Buying Trends – the Shift to Hassle-Free by Jeff Mowatt
16. Do You Know Who Your Customers Are? by Bob Selden
17. The Unbeatable Laws of Customer Service by David Diamond
18. Customer Satisfaction is a Reflection of Employee Satisfaction by Jim Clemmer
19. Customer Relationship Management – System or Attitude? by Bob Selden
20. America’s Favorite Retailers Have One Thing In Common – Great Customer Service by Gregory P Smith
21. The Icing on Your Customer Cake by Colin Crouch
22. Secrets from David Copperfield by George Torok
23. 11 Ways to Get What You Want – Be a Clever Customer! by Martin Howarth
24. Company Policies Can Frustrate Customers and Drive Them to Competitors by Nelson Scott
25. Connecting With Customers by Paul Lemberg