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Killer customer care : how to provide five star service that will double and triple profits

Author: George W Colombo
Publisher: Irvine, CA : Entrepreneur Media, ©2003.
Series: Entrepreneur mentor series.
Edition/Format:   Print book : EnglishView all editions and formats
Summary:

Looks at the essential outlines and details strategies for gaining the ultimate competitive advantage-loyal customers. Colombo provides clear guidelines on setting high customer care standards,  Read more...

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Genre/Form: Paperback
Document Type: Book
All Authors / Contributors: George W Colombo
ISBN: 1891984861 9781891984860
OCLC Number: 52853362
Notes: Includes index.
Description: xviii, 246 pages : illustrations ; 25 cm.
Contents: ch. 1. The unique and overriding importance of killer customer care --
ch. 2. Setting the stage for your killer customer care program --
ch. 3. How to develop your own unique vision of killer customer care --
ch. 4. Institutional listening : understanding and anticipating your customer needs --
ch. 5. Setting and managing your customers' expectations --
ch. 6. Teamwork deosn't [sic] happen by accident --
ch. 7. Unleashing the dynamics of face-to-face contact --
ch. 8. Why you need to systematize your approach to customer care --
ch. 9. Training the troops on the front line --
ch. 10. Training everyone else on the principles of customer care --
ch. 11. Learn how to answer the telephone --
ch. 12. Build entertainment into your customers' experience --
ch. 13. Exceed your customers' expectations --
ch. 14. Keep commitments to customers --
ch. 15. Put your customer in control --
ch. 16. Use your customer information effectively --
ch. 17. Speak and write in plain English --
ch. 18. The impact of a diverse workplace on customer care --
ch. 19. Ask ; but only if you want to know --
ch. 20. Turn complaining customers into enthusiastic advocates --
ch. 21. Empower your employees to make things right --
ch. 22. Stay in touch after the sale --
ch. 23. "Shop" your business regularly to ensure quality --
ch. 24. Measure customer satisfaction --
ch. 25. Use focus groups to hone our insight.
Series Title: Entrepreneur mentor series.
Responsibility: by George Colombo.
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