When the going's tough, companies that survive will be those that build the greatest loyalty—by exceeding expectations. Yet, too often, companies ignore their customers' needs and wants. Today, industries like airlines, retail businesses, and restaurants are feeling consumer pushback.
With new, updated examples from more than fifty companies—from Chik-Fil-A restaurants to the Ritz-Carlton hotel chain to online retailer Zappos.com—this book shows managers how to go from so-so service to amazing service.
In today's market, customer service is a key competitive advantage. This book shows you how to expand your customer base when the industry is shrinking, use new media to reach consumers, and make a lasting, great impression on customers.
When businesses are fighting to survive, creating a great experience for customers isnit just important—it's essential.
eBook - ePub
Exceptional Customer Service
Exceed Customer Expectations to Build Loyalty & Boost Profits
- 224 pages
- English
- ePUB (mobile friendly)
- Available on iOS & Android
eBook - ePub
Exceptional Customer Service
Exceed Customer Expectations to Build Loyalty & Boost Profits
About this book
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Table of contents
- Cover Page
- Title Page
- Copyright
- Praise for Exceptional Customer Service
- A Special Note of Thanks!
- Contents
- Foreword to Second Edition
- Foreword
- Preface
- A Great Day to Get Started
- It's a Wrap
- Aerobicize Your Program: Why Everyone Isn't Doing Customer Service
- It's a Wrap
- The Plot Thickens: Learning to Plot Your Path to Service Stardom
- It's a Wrap
- Mirror, Mirror: A Self-Assessment
- It's a Wrap
- Let's Talk about Me: Things You Can Do!
- It's a Wrap
- Hello and Goodbye: First and Last Impressions
- It's a Wrap
- Service with Heart: The Personal Touch
- It's a Wrap
- Telephone Skills: Connecting the Call
- It's a Wrap
- Customer Right-eousness: Dealing with the Challenging Ones
- It's a Wrap
- Customer Feedback: Are You Hungry?
- It's a Wrap
- Technology and E-commerce: Enhancer or Inhibitor
- It's a Wrap
- Lights, Camera, Action: Service Stars
- It's a Wrap
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Yes, you can access Exceptional Customer Service by Lisa Ford,David McNair,William Perry in PDF and/or ePUB format, as well as other popular books in Business & Business General. We have over 1.5 million books available in our catalogue for you to explore.