Win the Customer

Win the Customer

4.11 - 1251 ratings - Source

Great companies distinguish themselves from the competition by providing their customers with something truly special, something beyond price point that cana€™t be duplicated: unique, outstanding customer service experiences. Win the Customer cuts right to the chase, giving readers practical, powerful techniques for energizing the way they interact with the people who drive their business. Filled with examples and inspiration, the book shows readers how to: Align the business around a customer service mission Make every employee a customer service agent Create an environment in which exceptional service experiences can happen Humanize customer service, virtually and in person Find a way to say a€œyesa€ even when the answer is a€œnoa€ Ask fewer questionsa€”and provide more answers Use words that win customers Empower employees to find innovative solutions Learn from your critics Exploit your customera€™s pain points, but never the customer Allow for random acts of WOWa€”theya€™re often the most memorable And much more When it comes to service, satisfaction is a short-sighted goal. Follow the simple rules in this book and transform ordinary customers into lifelong reviews, and frustrations vented on social media sites are no longer private, but open to everybody to consider and use ... A single bad customer service experience posted online can spiral out of control, tarnishing the image of an organization that has taken years to build. The infamous Comcast a€œphone call from hella€ isna#39;t limited to just Comcast; any organization with an agent having a bad day isanbsp;...

Title:Win the Customer
Author: Flavio Martins
Publisher:AMACOM Div American Mgmt Assn - 2015-09-23

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