“Simple Steps to Exceeding Customer
Expectations is essential in establishing and sustaining a strong customer
service culture. The book was just recently updated with about 20% new content
and dozens of new customer service stories that have exceeded customers
(completely new cover and size as well). The information in this book is not
only powerful in content, but you can apply it to your world immediately. If
you are looking to change peoples perception of you or your business, this is
your first stop. The question is not whether you can afford to own the book -
the question should be, can you afford to not own the book. The book was just
recently updated with about 20% new content and dozens of new customer service
stories that have exceeded customers (completely new cover as well).
THIS BOOK WILL HELP YOU:
CREATE AND SUSTAIN A STRONG SERVICE CULTURE
UNDERSTAND EXACTLY WHAT “EXCEED” LOOKS LIKE
IMPROVE CUSTOMER PERCEPTION OF YOUR BUSINESS
INCREASE PROFITS BY INCREASING SERVICE
STANDARDS
Change customers from apathetic to advocates
Simply meeting the customer’s expectations
creates a base of customers who are apathetic (not loyal). If your competition
offers a better value, these customers will abandon you. The goal must be to
exceed each customer’s expectations so that we create advocates. Advocates are
not only fiercely loyal, but they also become promoters and tell other people
about you.
This book is about how everyone we interact
with should be treated with ultimate respect: customers, co-workers and
vendors. Brad provides you with dozens
of real-life examples of employees and businesses that have exceeded their
customer’s expectations and created lasting memories. This book is a must read
for all employees, in all industries, regardless of their job responsibilities.”
Nessun commento:
Posta un commento