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Brilliant customer service / Debra Stevens.
- Format:
- Book
- Author/Creator:
- Stevens, Debra, author.
- Series:
- Brilliant.
- Brilliant
- Language:
- English
- Subjects (All):
- Customer relations.
- Physical Description:
- 1 online resource (xix, 187 p. ) ill.
- Edition:
- 1st edition
- Place of Publication:
- Harlow, England : Pearson, [2010]
- Language Note:
- English
- System Details:
- text file
- Summary:
- 'Brilliant Customer Service' reveals how to keep the emotional scale tipped in your favour, why silence is never golden, how to turn complaints into opportunities, and provide a brilliant customer experience with little or no money. It includes real case studies from different types of businesses to illustrate the ideas. Keep them coming back for more Brilliant Customer Service is your guide to help you deliver exceptional customer service and keep your customers coming back time and time and again. It s for anyone involved in any organisation whether you run your own business, manage people or you are a customer facing employee. It doesn t matter what your budget is, you ll find lots of simple changes you can implement right now to build a highly successful customer service strategy. BRILLIANT OUTCOMES . Identify your customers real needs and how best to meet them . Build trust and long term loyalty with your customers to stay ahead of the competition . Make sure you are remembered and recommended
- Contents:
- About the author Acknowledgements Introduction 1. Customers have changed 2. The cornerstones of brilliant service 3. Make 'virtual' service brilliant customer service 4. Use the 'emotional scale' to create loyalty and trust 5. Read between the lines silence is never golden! 6. How to handle any complaint 7. How to s ay no and still keep the customer 8. How to offer more 9. Seven ways to wow your customers Conclusion Index
- Notes:
- Includes index.
- Includes bibliographical references and index.
- Description based on print version record.
- ISBN:
- 9786612983702
- 9781282983700
- 1282983709
- 9780273738084
- 0273738089
- OCLC:
- 1015876234
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