Care packages for your customers : an idea a week to enhance customer service /
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
New York :
McGraw-Hill,
[2007]
|
| Subjects: | |
| Online Access: | Table of contents only Contributor biographical information Publisher description |
Table of Contents:
- 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!