101 Ways to Really Satisfy Your Customers (Google eBook)

Front Cover
Allen & Unwin, 2006 - Business & Economics - 254 pages
2 Reviews
PRACTICAL TIPS FOR EXCEEDING YOUR CUSTOMERS' EXPECTATIONS

Modern consumers are more demanding and more informed than ever before. They are aware that they have choices and that there is considerable competition for their business. Costs can only go so low, so there is a limit to reducing prices as a competitive tool. This leaves one area for modern businesses to outshine their competitors, and that is customer service.

Small businesses have the greatest potential to offer extremely high levels of customer service, due to their direct contact with customers. Unfortunately, very few people fully realise the power of customer service and what it can do for their business.

Put simply, customer service is about exceeding your customers' expectations. Do that and you are well on the way to success and profitability. 101 Ways to Really Satisfy Your Customers provides a greater insight into understanding and identifying what customers expect, and details simple suggestions that will enable all businesses to exceed these expectations and reap the rewards.

INCLUDES 20 BONUS TIPS THAT WILL REALLY IMPRESS YOUR CUSTOMERS
  

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Contents

Understanding your customers
1
Your working environment
16
Your staff
30
Making it easy for your customers to buy from you
55
The personal touch
67
Facetoface customer service
78
Telephone customer service
90
Promotional material
101
Internal customer service
131
Maintaining a personal commitment to customer service
139
When things go wrong
148
Bonus section20 more customer service tips
163
Blank forms that may come in handy
197
A final note from the author
214
Recommended reading
215
About the author
216

Customer service and the Internet
109
Following up on a sale is good customer service
122

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Page 74 - Charlie, he said with a smile on his face and a twinkle in his eye, "I still got my eye on you Mixler. I knew you would make it through the school.
Page 6 - ... can be found in the Appendix at the back of this book.) How important to you are the following areas of our business?
Page 5 - We all need to make difficult decisions in business from time to time; however, there is a right way and a wrong way to go about this.
Page xi - Acknowledgments This book could not have been written without the help and support of many people. I would...
Page 12 - Some of these ideas are discussed in more detail in other parts of this book. The...
Page 189 - This principle has made a lot of people a lot of money over the years.
Page 190 - In keeping with one of the main themes of this book ó that the...
Page 137 - One of the best ways to get a feel for this is to...
Page xxi - Most small business owners and operators take a lot of pride in what they do. There is no...

References to this book

About the author (2006)

Andrew Griffiths has been a small business owner for over 20 years. He runs a successful marketing company, The Marketing Professionals, and provides practical advice and solutions to both large corporations and small business operators.

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