Client service excellence : the 10 commandments / by Larry O'Sullivan.

Format:

Book

Author/Creator:

O'Sullivan, Larry, author.

Language:

English

Subjects (All):

Customer relations--Management.

Customer relations.

Customer services.

Physical Description:

1 online resource (351 p.)

Edition:

1st ed.

Place of Publication:

Randburg, Republic of South Africa : Knowres Publishing, 2010.

Language Note:

English

Contents:

Cover; Copyright; TABLE OF CONTENTS; ABOUT THE AUTHOR; FOREWORD; PREFACE; INTRODUCTION; CHAPTER 1 YOU DON'T HAVE TO BE A GURU - JUST LIVE LIKE ONE; YOUR INHERENT QUALITIES; IS THE CLIENT NUMBER ONE?; YOU (PTY) LTD; BRIDGING THE GAP BETWEEN THE CLIENT AND THE BUSINESS; FIRST PLAY TO YOUR STRENGTHS ... THEN IMPROVE ON YOUR LIMITATIONS; CHAPTER 2 WHAT WORKS FOR YOU?; NO TWO PEOPLE WORK EXACTLY THE SAME; ACQUIRING THE "TOOLS" FOR THE JOB; START YOUR OWN TOOLBOX; GET INTO THE HABIT OF USING YOUR "TOOLS"; EXPERIENCES WILL BECOME YOUR EDUCATION; NO ONE CAN PRESCRIBE TO YOU ... IT'S YOUR CHOICE

CHAPTER 3 FIRST IMPRESSIONS - LAST IMPRESSIONSFIRST IMPRESSIONS SET THE TONE OF THE RELATION-SHIP; A POSITIVE SELF-IMAGE AND SELF-ESTEEM; RE-EXAMINE THE WAY YOU WORK; YOU CAN LOSE A DEAL WITHOUT EVEN KNOWING IT; THAT LAST IMPRESSION WILL ALWAYS BE REMEM-BERED ...; CHAPTER 4 WHAT IS CLIENT SERVICE EXCELLENCE?; DEFINITION OF CLIENT SERVICE EXCELLENCE; THE BASICS OF CLIENT SERVICE EXCELLENCE; WHAT IS THE IMPACT OF CLIENT SERVICE EXCEL-LENCE IN YOUR LIFE?; THE 6Cs MODEL - THE ESSENTIALS OF CLIENT SERVICE EXCELLENCE; THERE ARE TWO PARTIES THAT MAKE UP THE BASIS FOR EXCELLENT SERVICE

PUT YOURSELF IN THE CLIENT'S SHOESREFERRAL OF BUSINESS; THE SPRINT OR MARATHON SERVICE MODEL; KNOWLEDGE IS POWER; CHAPTER 5 LOYALTY AND RETENTION OF CLIENTS; FACTORS THAT LEAD TO CLIENT LOYALTY AND RETENTION; THE COST OF RETAINING CLIENTS; CHAPTER 6 BARRIERS TO CLIENT SERVICE EXCELLENCE; FOR EVERY ROADBLOCK THERE IS A DETOUR; ELIMINATION OF BARRIERS; EMPOWER THE PEOPLE; BARRIERS IN OTHER FORMS; CHAPTER 7 A SUPPORT BASE; YOUR PERSONAL SUPPORT STAFF; MANAGEMENT; REFERENCE TO OTHER QUALIFIED STAFF AND SEG-MENTS OF THE BUSINESS; SYSTEMS OF SUPPORT

CHAPTER 8 THE THREE PRINCIPLES TO CLIENT SERVICE EXCELLENCEPRINCIPLE NUMBER 1: SEE THE BIG PICTURE; PRINCIPLE NUMBER 2: RESPECT THE PERSONALITY/ PSYCHOLOGY OF YOUR CLIENT; PRINCIPLE NUMBER 3: DISCOVER AND USE YOUR STRENGTHS AND SUPPORT SYSTEM; CHAPTER 9 THE 10 COMMANDMENTS TO CLIENT SERVICE EXCELLENCE; THE 10 COMMANDMENTS AT WORK; HOW THE 10 COMMANDMENTS ARE INTERTWINED WITH ALL OTHER SERVICE CONCEPTS; CHAPTER 10 COMMANDMENT NUMBER ONE: POSITIVE AND HELPFUL ATTITUDE; HOW TO STAY MOTIVATED AND DISPLAY A POSITIVE ATTITUDE; POSITIVE AND HELPFUL ATTITUDE; TAKING RESPONSIBILITY

COMMUNICATION - STAY IN THE LOOPA POSITIVE AND HELPFUL ATTITUDE - GENERAL ISSUES; TEAMWORK; ARE YOU IN THE RIGHT MOOD TO SERVE OR SELL?; CHAPTER 11 COMMANDMENT NUMBER TWO: VALUES; PERSONAL AND BUSINESS ETHICS; YOU WEAR YOUR COMPANY'S CULTURE ON YOUR SLEEVE; ADDING A PERSONAL TOUCH; YOUR WORD SHOULD BE YOUR BOND; WHAT ARE THE IMPORTANT PRINCIPLES YOU LIVE BY?; CHAPTER 12 COMMANDMENT NUMBER THREE: PASSION FOR SERVICE; LIVE THE BRAND; SOLUTIONS, NOT EXCUSES; DEALING WITH MISTAKES; MAKE THE CALL NOW; FLEXIBILITY; DON'T ACCEPT MEDIOCRITY; CHAPTER 13 COMMANDMENT NUMBER FOUR: GO THE EXTRA MILE

HOW FAR IS THE EXTRA MILE?

Notes:

Description based upon print version of record.

Includes bibliographical references and index.

Description based on online resource; title from PDF title page (ebrary, viewed August 5, 2015).

ISBN:

1-86922-222-9

1-299-05590-7

OCLC:

843003411