It's the customer, stupid! 34 wake-up calls to help you stay client-focused
Ruthlessly focus on what's convenient for customers, not what's convenient for you Ninety percent of dissatisfied clients will take their business elsewhere and never tell you why. However, ninety-five percent will become loyal customers again if their needs and problems are addressed and...
| Autor principal: | |
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| Formato: | Libro electrónico |
| Idioma: | Inglés |
| Publicado: |
Hoboken, N.J. :
Wiley
c2011.
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| Edición: | 1st edition |
| Materias: | |
| Ver en Biblioteca Universitat Ramon Llull: | https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009628537206719 |
Tabla de Contenidos:
- It's the customer, stupid!: 34 wake-up calls to help you stay client-focused; Contents; Foreword: Jeffrey Gitomer; Acknowledgments; Chapter 1: Unhappy Customers Will Not Only Fire You But They Will Tell Others!; Chapter 2: Great Customer Service Is About Getting the Client's Feedback; Chapter 3: Fix the Problem; Don't Fix the Blame; Chapter 4: Always Give Them a Baker's Dozen; Chapter 5: Trust, Once Violated, Negates a Relationship; Chapter 6: Somebody Has to Take Out the Trash!; Chapter 7: You Are Not the Enemy but Part of the Solution; Chapter 8: Communication Skills Mean Everything
- Join Toastmasters or Dale CarnegieChapter 9: Prophet versus Profit . . . Why Not Both?; Chapter 10: Perception Is Reality; Chapter 11: Be a Hero or ""Shero"" . . . Fix the Problem . . . and Then Fire Whomever Caused It!; Chapter 12: Nothing Takes the Place of Good Manners; Chapter 13: Client Loyalty Is Earned, Not Given; Chapter 14: Nibble Away at Customer Solutions; Chapter 15: You Can Only Be Responsible for One-Half of a Relationship-Yours!; Chapter 16: Lead the Client to Solutions; Chapter 17: Find Out What the Customers Need and Give It to Them
- Chapter 18: Find Out What Others Are Doing and Do Something Different!Chapter 19: Become a Mentor to Your Client; Coach and Counsel!; Chapter 20: Winning Is Never Final and Losing Is Never Fatal; Chapter 21: Master Your Time or It Will Enslave You; Chapter 22: If You Pay Peanuts, You Get Monkeys!; Chapter 23: Mentor Your Client; Chapter 24: Customer-Driven Leadership Is about Advocacy and Mentoring; Chapter 25: The Old Way Is Rarely the Best Way Because Change Is Constant; Chapter 26: Respond to the Client Even If You Cannot Provide an Immediate Solution
- Chapter 27: Bad News Travels at the Speed of LightChapter 28: Nine Rules That Drive Client Loyalty; Chapter 29: Eight Rules to Overcome Fear of Failure; Chapter 30: Six Rules of Service-Driven Leadership; Chapter 31: Five Rules That Drive Customer Achievement and Success; Chapter 32: Client-Driven Leadership Is About Removing Roadblocks; Chapter 33: Six Rules That Drive Client Results; Chapter 34: Ten Rules that Drive Client Decisions and Loyalty; About the Author; Index
