Client-Centered Service: How to Keep Them Coming Back for More
How to increase market share and profitability by improving service to your customers. Efficient, good service is not expensive to provide, it protects your share of the market, and it generates new sales. Describes the five criteria clients use to evaluate your services, how to project the right image to the public, and how to make your marketing more effective by communicating directly to the real needs of your prospective clients.
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Introduction How to Get the Most out of This Book
Why Quality Pays Big Dividends
What Is HighQuality Service?
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Albrecht angry areas attitude better caller Chapter client expectations client perceptions client relations client relationship client satisfaction client-centered coaching companies competitors complaint cost customers David Maister doctor emotional employees evaluate Examples experience external feel firm's give handle important intangible interactions internal quality interview jerks Johnson & Johnson Karl Albrecht keep Key Point Kleenex listen look market position mission statement moments of truth motivation Nancy Austin negative partners patient perceive performance person Peter Drucker Peters Practical Tips problem profes professional firms professional services Questions To Think Ranchers reason receptionist referral sources report card responsibility sell serve service outcome service quality situation skills Smith & Jones someone staff stock brokers survey tangible target markets technical telephone tell Theodore Levitt things tion Tom Peters trapper type of profession widget