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Care packages for your customers :an idea a week to enhance customer service
紀錄類型:
書目-電子資源 : Monograph/item
正題名/作者:
Care packages for your customers :Barbara A. Glanz.
其他題名:
an idea a week to enhance customer service
作者:
Glanz, Barbara A.
出版者:
New York :McGraw-Hill,c2007.
面頁冊數:
xxi, 201 p. :ill.
標題:
Customer loyalty.
電子資源:
Click for full text (McGrawHill)
ISBN:
0071484213 (alk. paper)
Care packages for your customers :an idea a week to enhance customer service
Glanz, Barbara A.
Care packages for your customers :
an idea a week to enhance customer service[electronic resource] /Barbara A. Glanz. - New York :McGraw-Hill,c2007. - xxi, 201 p. :ill.
Self assessment--How well are you currently doing in building customer loyalty? -- Weekly ideas -- Determine the lifetime value of a customer -- Remember the two levels of every interaction -- Don't take a customer's anger personally -- Surprise co-workers and internal customers with anonymous gifts -- Remember that everyone sees the world differently -- Value employees as "whole" persons -- Listen with your heart -- Reframe how you view mis-takes in your organization, Part one -- Reframe how you view mis-takes in your organization, Part two -- Decorate your cubicle or workspace with things that remind you of giving good service -- Celebrate the gift of life! -- Remember the concept of the emotional bank account, Part one -- Remember the concept of the emotional bank account, Part two -- Decorate hallways and walls with inspirational quotations and graphics -- Hold focus groups, Part one -- Hold focus groups, Part two -- Give yourself a hand -- Five loyalty builders -- Celebrate small wins -- Brainstorm ways you can enhance your customer's experience, Part one -- Brainstorm ways you can enhance your customer's experience, Part two -- Brainstorm ways you can enhance your customer's experience, Part three -- Focus on what you can do -- Have fun with stories -- You don't learn anything with your mouth open -- Beautiful people don't just happen -- Work on a community project -- Every customer is a gift -- Always anticipate the customer's needs -- Whenever you can, offer the customer options -- Inform the customer when you have gone out of your way for them -- Manage by wandering around -- Know why customers are unhappy with your organization -- Honor customer complaints -- Do just a little bit extra for each customer -- Take an employee to lunch -- Are you friendly? -- Think like a customer -- Four things customers want -- Manage from the heart -- The four steps to recovery -- Happy employees create happy customers -- Hold grapevine sessions -- Stay calm with a difficult customer -- A dilemma -- Create a human level database -- Use selective agreement -- Use an objective measurement to communicate the seriousness of the situation! -- Celebrate any good news you can find -- Have a "thank your customers day" -- Have a "thank your internal customers day" -- Add a personal signature to your work -- Conclusion: you have a choice!.
ISBN: 0071484213 (alk. paper)
LCCN: 2006036390
Nat. Bib. No.: GBA711636bnbSubjects--Topical Terms:
243345
Customer loyalty.
Index Terms--Genre/Form:
214472
Electronic books.
LC Class. No.: HF5415.5 / .G548 2007
Dewey Class. No.: 658.8/12
Care packages for your customers :an idea a week to enhance customer service
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Self assessment--How well are you currently doing in building customer loyalty? -- Weekly ideas -- Determine the lifetime value of a customer -- Remember the two levels of every interaction -- Don't take a customer's anger personally -- Surprise co-workers and internal customers with anonymous gifts -- Remember that everyone sees the world differently -- Value employees as "whole" persons -- Listen with your heart -- Reframe how you view mis-takes in your organization, Part one -- Reframe how you view mis-takes in your organization, Part two -- Decorate your cubicle or workspace with things that remind you of giving good service -- Celebrate the gift of life! -- Remember the concept of the emotional bank account, Part one -- Remember the concept of the emotional bank account, Part two -- Decorate hallways and walls with inspirational quotations and graphics -- Hold focus groups, Part one -- Hold focus groups, Part two -- Give yourself a hand -- Five loyalty builders -- Celebrate small wins -- Brainstorm ways you can enhance your customer's experience, Part one -- Brainstorm ways you can enhance your customer's experience, Part two -- Brainstorm ways you can enhance your customer's experience, Part three -- Focus on what you can do -- Have fun with stories -- You don't learn anything with your mouth open -- Beautiful people don't just happen -- Work on a community project -- Every customer is a gift -- Always anticipate the customer's needs -- Whenever you can, offer the customer options -- Inform the customer when you have gone out of your way for them -- Manage by wandering around -- Know why customers are unhappy with your organization -- Honor customer complaints -- Do just a little bit extra for each customer -- Take an employee to lunch -- Are you friendly? -- Think like a customer -- Four things customers want -- Manage from the heart -- The four steps to recovery -- Happy employees create happy customers -- Hold grapevine sessions -- Stay calm with a difficult customer -- A dilemma -- Create a human level database -- Use selective agreement -- Use an objective measurement to communicate the seriousness of the situation! -- Celebrate any good news you can find -- Have a "thank your customers day" -- Have a "thank your internal customers day" -- Add a personal signature to your work -- Conclusion: you have a choice!.
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Click for full text (McGrawHill)
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