Are Your Customers Being Served?: How to Boost Profits by Delivering Exceptional Customer Service - Couverture souple

Rowson, Pauline

Couverture souple

ISBN 10 : 0954804554 ISBN 13 : 9780954804558

Editeur : Rowmark Ltd, 2007

Synopsis

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.

A propos du livre

À propos de l'auteur

Pauline Rowson lives in the UK and has helped countless organizations to improve their customer service skills. She is author of several marketing and self-help books and for many years ran her own successful marketing, PR and training company. She is a popular speaker at conferences and workshops and is also the author of the popular marine mystery series of crime and thriller novels.

Détails de l'édition

• Éditeur: Rowmark Ltd
• Date d'édition: 2007
• Langue: anglais
• ISBN 10: 0954804554
• ISBN 13: 9780954804558
• Reliure: Broché
• Nombre de pages: 112
• Coordonnées du fabricant: non disponible
• Personne responsable: non disponible