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Are Your Customers Being Served?--How to Boost Profits by Delivering Exceptional Customer Service [Secure eReader]
eBook by Pauline Rowson
eBook Category: Business/Reference
eBook Description: Many organisations chase the Holy Grail of obtaining new customers, spending time, money and energy on winning them only to provide them with a service or product that quite frankly is inferior. What a waste! If we do not look after our customers then someone else will. In addition, those dissatisfied customers will tell others about their experience, and once an organisation gains a negative reputation it is extremely difficult to change it. Having a good reputation for excellent service and products is one very successful way of building a competitive advantage. This book looks at: how you can win more business by retaining customers and gaining recommendations from them; how to satisfy your customers' needs; how to develop an effective customer service policy; how to use positive behaviour and attitude to win more business; how to build a better rapport with your customers; and how to handle anger, complaints and difficult customers and turn them into satisfied customers.
eBook Publisher: Rowmark/Rowmark
Fictionwise Release Date: September 2007
 
How often have you heard remarks like this?
You?re the fifth person to complain about that today!
Everyone moans about that?
We can?t possibly do that?
If it?s not on the shelf we haven?t got it.
I?ll put you on hold?
Sound familiar? I expect you?ve got many more
examples of poor customer service. And this doesn?t
only apply to shops but to all types of businesses: from
solicitors to IT companies, from the public sector to
the medical profession, plumbers, builders, banks,
butchers and candlestick makers. If you?re in business
you have customers, whether they are called patients,
clients, passengers they are all CUSTOMERS. They
hand over their money to you in exchange for a product
or a service. You are my customer. You have parted with your money
and purchased this book. You have certain expectations
from this book. If it disappoints you, then you become
a dissatisfied customer, and you may not purchase other
books in The Easy Step by Step Guide series.
Where did you purchase this book? Was it in on the
Internet or in a bookshop? What was the service like?
Will you buy a book from that organization again? If
not, why not?
Having a good reputation for excellent service and
products is one very successful way of building a
competitive advantage for your business. But be
warned, a good reputation is not easy to attain, or retain.
This book will show you how to do both.
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