Up your service! strategies and action steps to delight your customers now! /
Strategies and Action Steps to Delight Your Customers NOW! BUILD a mindset and a toolset to bring your service UP! DEVELOP a service culture that sizzles and succeeds. APPLY proven techniques to get closer to your customers. POLISH your perception points to create positive impressions. LEVERAGE cust...
| Основен автор: | Kaufman, Ron. |
|---|---|
| Формат: | Електронен |
| Език: | English |
| Публикувано: |
Singapore :
Ron Kaufman,
2005.
|
| Издание: | [Updated ed.]. |
| Серия: |
UP! Your Service Action Steps.
|
| Предмети: | |
| Онлайн достъп: |
http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=548200 |
| Подобни документи: |
Print version::
Up your service! |
Съдържание:
- ""Title""; ""Copyright""; ""Preface""; ""Acknowledgments""; ""Table of Contents""; ""Use this ebook to your advantage""; ""Chapter 1. UP! Your Service Why Bother?""; ""What�s in it for your customers?""; ""What�s in it for you?""; ""A vicious slide downwards into doom""; ""A victorious ride upwards to success!""; ""Climbing the ladder of customer loyalty""; ""Look who�s standing on the ladder!""; ""Customer expectations are going UP!""; ""Who deserves great service?""; ""I Serve, You Serve""; ""What would you do?""; ""UP! Your Service action steps""
- ""Chapter 2. It takes an UP! Your Service Mindset""""Abundant generosity""; ""Genuine compassion""; ""The �can-do� spirit!""; ""Eagerness to learn and grow""; ""Take personal responsibility""; ""See the world from your customer�s point of view""; ""We become what we think about""; ""What would you do?""; ""UP! Your Service action steps""; ""Chapter 3. It takes an UP! Your Service Toolset""; ""Excellent products and services""; ""Efficient delivery systems""; ""Competent, well-trained people""; ""User-friendly policies and procedures""; ""Customer information database""
- ""Comprehensive feedback systems""""A system for continuous improvement""; ""Effective organizational structure""; ""Keep your toolset up-to-date!""; ""What would you do?""; ""UP! Your Service action steps""; ""Chapter 4. It takes an UP! Your Service Culture""; ""Your service philosophy""; ""New staff recruitment""; ""New staff orientation""; ""Training and development""; ""Rewards and recognition""; ""Appraisal and promotions""; ""Company social events""; ""Internal communications""; ""Management and staff interaction""; ""Physical atmosphere and ambience""; ""Rites, rituals and traditions""
- ""Staff suggestion schemes""""Community relations""; ""Management role modeling""; ""The question of empowerment""; ""When culture nourishes, service flourishes""; ""How do you get more bananas?""; ""What would you do?""; ""UP! Your Service action steps""; ""Chapter 5. UP! Your Service Standards""; ""Criminal belongs in jail!""; ""Basic is the bare minimum""; ""Expected is just the average""; ""Desired is what people hope for!""; ""Surprising is leading the field!""; ""Unbelievable is truly world class!""; ""Where are you and your company today?""; ""Where are your competitors today?""
- ""What would you do?""""UP! Your Service action steps""; ""Chapter 6. UP! Your Service Interactions""; ""The one-shot deal""; ""Transaction satisfaction""; ""Reliable relationships""; ""Powerful partnerships""; ""More examples of service interactions""; ""Which interactions are you doing?""; ""What would you do?""; ""UP! Your Service action steps""; ""Chapter 7. Explore, Agree, Deliver, Assure""; ""Understand each other: explore""; ""Make clear promises: agree""; ""Do what you promised: deliver""; ""Confirm satisfaction: assure""; ""How thoroughly do you explore?""