Love Thy Customer: Creating Delight, Preventing Dissatisfaction, And Pleasing Your Hardest-to-please Customers - Couverture rigide

Brinkman, Rick; Kirschner, Dr. Rick

Couverture rigide

ISBN 10 : 0071448020 ISBN 13 : 9780071448024

Editeur : McGraw-Hill Professional, 2005

Synopsis

Through the bestselling Dealing with People You Can’t Stand, millions of at-their-wits-end readers have trusted Brinkman and Kirschner to provide productive and motivating solutions to effectively working with the full range of their managers’, peers’, and staff member’s difficult behaviors. Since the publication of that book, Brinkman and Kirschner have been in high-demand as companies around the world have invited them to train their employees on how to prevent personnel problems from hurting the bottom line. Now, in an age where being “customer-focused” is a business imperative, companies have been clamoring for Brinkman and Kirschner help them train their front-line employees on how to provide exceptional service, regardless of how badly a customer behaves.

Love Thy Customer will deal exclusively with the interactions and behaviors of service providers with their customers – both external and internal. In Brinkman and Kirschner’s trademark straightforward, but light-hearted and user-friendly style, they will cover specific communication skills and strategies for creating delight in customers, preventing customers from becoming difficult in the first place, and dealing with the full range of difficult behaviors and situations.

Business readers are flocking back to the basics, such as the bestselling, Hug Your Customer. In an age when companies recognize that a key to sustaining long-term growth is delivering exceptional service to build a loyal and ever-widening customer base, Brinkman & Kirschner’s Love Thy Customer will be welcomed by managers responsible for maintaining customer focus, owners of small to medium sized businesses wanting to cultivate a strong service ethic, as well as the front line service providers at their wits end.

A propos du livre

À propos de l?auteur

McGraw-Hill authors represent the leading experts in their fields and are dedicated to improving the lives, careers, and interests of readers worldwide

Détails de l'édition

• Éditeur: McGraw-Hill Professional
• Date d'édition: 2005
• Langue: anglais
• ISBN 10: 0071448020
• ISBN 13: 9780071448024
• Reliure: Relié
• Nombre de pages: 272
• Coordonnées du fabricant: non disponible
• Personne responsable: non disponible