55 steps to outrageous service / Greg Hatcher, CLU, CHC, ChFC, RHU, REBC.

Format:

Book

Author/Creator:

Hatcher, Greg, author.

Language:

English

Subjects (All):

Insurance agents--Arkansas--Little Rock.

Insurance agents.

Customer relations--Arkansas--Little Rock.

Customer relations.

Customer services--Arkansas--Little Rock.

Customer services.

Physical Description:

1 online resource (189 p.)

Edition:

First edition.

Other Title:

Fifty five steps to outrageous service

Place of Publication:

Little Rock, Arkansas : Parkhurst Brothers, Incorporated, Publishers, 2011.

Summary:

Handbook for managers and leaders in business and orginazations who seek to enhance customer or client experience.

Contents:

Contents; Part One: ""Outrageous Service"" Philosophies; 1. Just Win the Damn Ballgame; 2. The Definition of ""Outrageous Service""; 3. The History of The Hatcher Agency; 4. Outrageous Work ours (24 Hours a Day, of Course); 5. Tell People What ou Are Going To Do, and Then Do It (It ain't braggin' if you can back it up.); 6. On Your Worst Day You Must Still Be Very Good; 7. The Hatcher Agency Employee Job Description; 8. Brianwash Yourself on the Way to Work; 9. There is No Off Switch on a Tiger!; 10. Our Attitude is the Difference; 11. ""Outrageous Service"" Means Saying No, Too

12. If I Were a Car Salesman, I Would Sell Cadillacs13. Honesty is the Best Policy; 14. Swim Upstream; Part Two: ""Outrageous Service"" Tools; 15. A Two-Dollar Bill for a One Percent Improvement; 16. Five ""Thank You"" Notes per Week; 17. Donuts in the Morning; Cookies in the Afternoon; 18. Holiday Cards; 19. Progress Notes; 20. Everybody Loves a T-shirt; 21. Voice Mail by Request Only; 22. We Deliver; 23. The Enrollment Van; 24. Goodwill Calls; 25. Expressions of Sympathy; 26. The Blue Sheet; 27. Employee Birthdays and Annviersaries; 28. Fax Updates; 29. A Dictation Unit is a Must

30. Birthday CardsPart Three: ""Outrageous Service"" Ideas; 31. You Cannot Deliver ""Outrageous Service"" with High Turnover; 32. You Have Made a Mistake That Hurts A Customer . . . Now What?; 33. Administrative Bonuses for All Employees; 34. Staff Meeting at 7:00 a.m.; 35. Hatcher Time (The Hatcher Agency On-Time Rules); 36. Be a List Maker; 37. Write It Down; 38. How About a Personal Coach?; 39. Seek First to Understand . . . Then to be Understood; Part Four: ""Outrageous Service"" Equals Outrageous Sales; 40. Incentives Must Be Service-Based to Ensure Great Service; 41. The Dan Gable Story

42. ""Outrageous Service"" Will Get You Referrals43. You Can Have Everything in Life You Want. . . ; 44. Fax Information on Your Company Prior to the Appointment; 45. Be a Community Volunteer; 46. Become the Best at What You Do and You Will Never Have to Prospect Again; 47. Cross Training; Part Five: Outrageous Education and Training; 48. Fringe and Intangible Benefits Can Lower Turnover and Improve Service; 49. Yes, We Have a Full-Time Trainer; 50. All Employees go to Insurance School; 51. Videotape Training Sessions and Give Exams; 52. Read a Book a Month; 53. Speaker of the Month

Part Six: Some Final Thoughts54. Don't Be Afraid to Fail; 55. Swing for the Fences

Notes:

Description based upon print version of record.

Description based on online resource; title from PDF title page (ebrary, viewed March 30, 2016).

Description based on publisher supplied metadata and other sources.

ISBN:

1-935166-21-2

OCLC:

945135711