It's the customer, stupid! : 34 wake-up calls to help you stay client-focused / Michale Aun.

Format:

Book

Author/Creator:

Aun, Michael.

Language:

English

Subjects (All):

Customer services.

Customer relations--Management.

Customer relations.

Physical Description:

1 online resource (255 p.)

Edition:

1st edition

Other Title:

34 wake-up calls to help you stay client-focused

Thirty four wake-up calls to help you stay client-focused

Place of Publication:

Hoboken, N.J. : Wiley, c2011.

Language Note:

English

System Details:

text file

Summary:

Ruthlessly focus on what's convenient for customers, not what's convenient for you Ninety percent of dissatisfied clients will take their business elsewhere and never tell you why. However, ninety-five percent will become loyal customers again if their needs and problems are addressed and remedied. Speaker and salesperson Michael Aun shares these secrets and many more in It's the Customer, Stupid!, a guide to growing any business by gaining new customers, and, more importantly, by keeping the ones you have happy and coming back for more. This fun-to-read book explains common myths a

Contents:

It's the customer, stupid!: 34 wake-up calls to help you stay client-focused; Contents; Foreword: Jeffrey Gitomer; Acknowledgments; Chapter 1: Unhappy Customers Will Not Only Fire You But They Will Tell Others!; Chapter 2: Great Customer Service Is About Getting the Client's Feedback; Chapter 3: Fix the Problem; Don't Fix the Blame; Chapter 4: Always Give Them a Baker's Dozen; Chapter 5: Trust, Once Violated, Negates a Relationship; Chapter 6: Somebody Has to Take Out the Trash!; Chapter 7: You Are Not the Enemy but Part of the Solution; Chapter 8: Communication Skills Mean Everything

Join Toastmasters or Dale CarnegieChapter 9: Prophet versus Profit . . . Why Not Both?; Chapter 10: Perception Is Reality; Chapter 11: Be a Hero or ""Shero"" . . . Fix the Problem . . . and Then Fire Whomever Caused It!; Chapter 12: Nothing Takes the Place of Good Manners; Chapter 13: Client Loyalty Is Earned, Not Given; Chapter 14: Nibble Away at Customer Solutions; Chapter 15: You Can Only Be Responsible for One-Half of a Relationship-Yours!; Chapter 16: Lead the Client to Solutions; Chapter 17: Find Out What the Customers Need and Give It to Them

Chapter 18: Find Out What Others Are Doing and Do Something Different!Chapter 19: Become a Mentor to Your Client; Coach and Counsel!; Chapter 20: Winning Is Never Final and Losing Is Never Fatal; Chapter 21: Master Your Time or It Will Enslave You; Chapter 22: If You Pay Peanuts, You Get Monkeys!; Chapter 23: Mentor Your Client; Chapter 24: Customer-Driven Leadership Is about Advocacy and Mentoring; Chapter 25: The Old Way Is Rarely the Best Way Because Change Is Constant; Chapter 26: Respond to the Client Even If You Cannot Provide an Immediate Solution

Chapter 27: Bad News Travels at the Speed of LightChapter 28: Nine Rules That Drive Client Loyalty; Chapter 29: Eight Rules to Overcome Fear of Failure; Chapter 30: Six Rules of Service-Driven Leadership; Chapter 31: Five Rules That Drive Customer Achievement and Success; Chapter 32: Client-Driven Leadership Is About Removing Roadblocks; Chapter 33: Six Rules That Drive Client Results; Chapter 34: Ten Rules that Drive Client Decisions and Loyalty; About the Author; Index

Notes:

Includes index.

ISBN:

9786612989841

9781282989849

1282989847

9781118001288

1118001281

9781118001264

1118001265

OCLC:

705538646