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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 : 單行本
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 customersan 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:

100539
Customer loyalty.
Index Terms--Genre/Form:

96803
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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