101 Ways to Really Satisfy Your Customers
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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Understanding your customers
Your working environment
Making it easy for your customers to buy from you
The personal touch
Facetoface customer service
Telephone customer service
Internal customer service
Maintaining a personal commitment to customer service
When things go wrong
Bonus section20 more customer service tips
Blank forms that may come in handy
A final note from the author
About the author
Customer service and the Internet
Following up on a sale is good customer service
Other editions - View all
Action List Things Andrew Griffiths 2002 answer areas aren’t ask your customers brainstorming British Airways business owners can’t clients comes to customer commitment to customer Competitor analysis competitors customer complaint customer satisfaction survey Customer Service Action customer’s customers expect deal develop easy encourage ensure feedback follow-up call friends give ideas important improve Internet isn’t keep layout level of customer level of service little things look Loyalty programs marketing ness Notes Customer Service offer organisation overall level person photocopied for non-commercial problem professional promotional material purchase questions recommend remember resolve restaurant Satisfy Your Customers selling Service Action List simply small business smile someone spam suggestions sure talk telephone tell thank tions tips tomers Treat your customers understand visit your business waiting won’t
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 — that the...
Page 137 - One of the best ways to get a feel for this is to...