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Paul R. Timm - 50 Powerful Ideas to Keep your Customers

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Paul R. Timm 50 Powerful Ideas to Keep your Customers
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    50 Powerful Ideas to Keep your Customers
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50 Powerful Ideas to Keep your Customers: summary, description and annotation

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This book is designed to get all managers and employees thinking about the little things that can make all the difference. Its a quick read you can finish it in less time than it takes to deal with one customer complaint. And if you put the information within this book into action, you will be able to decrease customer complaints considerably. Its packed with practical, applicable suggestions that can be put to work immediately, such as how to:

  • turn angry customers into lifelong clients.
    • use a simple gesture to immediately put customers at ease.
    • listen with more than your ears.
    • easily give customers more than your ears.
    • use negative feedback for positive action.

      Managers and staff members alike can use this little manual to avoid the devastating ripple effects that turnedoff customers can produce. It will easily show how everyone in a business, large or small, can creatively apply a constant flow of small, customercentered innovations to create a...

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    Published by Jaico Publishing House A-2 Jash Chambers 7-A Sir Phirozshah Mehta - photo 1

    Published by Jaico Publishing House
    A-2 Jash Chambers, 7-A Sir Phirozshah Mehta Road
    Fort, Mumbai - 400 001
    www.jaicobooks.com

    Paul R. Timm, Ph.D.

    Published in arrangement with
    Career Press, Inc.
    220 West Parkway, Unit 12, Pompton Plains
    NJ 07444, USA

    To be sold only in India, Bangladesh, Bhutan,
    Pakistan, Nepal, Sri Lanka and the Maldives.

    50 POWERFUL IDEAS TO KEEP YOUR CUSTOMERS
    ISBN 81-7992-335-5

    First Jaico Impression: 2004
    Sixth Jaico Impression: 2010

    No part of this book may be reproduced or utilized in
    any form or by any means, electronic or
    mechanical including photocopying, recording or
    by any information storage and retrieval system,
    without permission in writing from the publishers.

    Printed by
    Repro India Limited
    Plot No. 50/2, T.T.C. MIDC Industrial Area
    Mahape, Navi Mumbai - 400 710

    CONTENTS

    PART I.
    POWERFUL IDEAS THAT GET YOU FOCUSED

    Picture 2Idea 1.
    Understand the goal of customer loyalty
    Picture 3Idea 2.
    Recognize what turns off your customers
    Picture 4Idea 3.
    Gather feedback and apply service recovery skills
    Picture 5Idea 4.
    Know how to tell when you are turning off customer
    Picture 6Idea 5.
    Know who all your customers are
    Picture 7Idea 6.
    Understand the terrible cost of the lost customer
    Picture 8Idea 7.
    Understand the importance of exceeding customer expectations

    PART II.
    POWERFUL IDEAS FOR PROJECTING YOUR PERSONALITY TO CUSTOMERS

    Picture 9Idea 8.
    Greet customers and build instant rapport
    Picture 10Idea 9.
    Apply good conversation skills
    Picture 11Idea 10.
    Get the customer experiencing something
    Picture 12Idea 11.
    Watch your personal appearance and grooming
    Picture 13Idea 12.
    Check the appearance and layout of your work area
    Picture 14Idea 13.
    Use good telephone techniques
    Picture 15Idea 14.
    Say please and thank you
    Picture 16Idea 15.
    Enjoy people and their diversity
    Picture 17Idea 16.
    Call people names (preferably their names)
    Picture 18Idea 17.
    Listen with more than your ears
    Picture 19Idea 18.
    Anticipate customer needs
    Picture 20Idea 19.
    Reach out and touch them
    Picture 21Idea 20.
    Compliment freely and sincerely

    PART III.
    POWERFUL IDEAS FOR SOLIDIFYING REPEAT CUSTOMERS

    Picture 22Idea 21.
    Fish for negative feedback
    Picture 23Idea 22.
    Exceed customer expectations with extra value
    Picture 24Idea 23.
    Exceed customer expectations with better information
    Picture 25Idea 24.
    Exceed customer expectations with add-ons
    Picture 26Idea 25.
    Look for ways to improve timing and follow-up
    Picture 27Idea 26.
    Make the last part of the transaction positive and motivating
    Picture 28Idea 27.
    Reassure the customers decision to do business with you
    Picture 29Idea 28.
    Make service speed and customer convenience priorities

    PART IV.
    POWERFUL IDEAS FOR SAVING POSSIBLE LOST CUSTOMERS

    Picture 30Idea 29.
    Keep in touch
    Picture 31Idea 30.
    Recognize the value of information and give customers the best
    Picture 32Idea 31.
    Master recovery skills
    Picture 33Idea 32.
    Disarm the chronic complainer
    Picture 34Idea 33.
    Reconcile customer goodwill with symbolic atonement

    PART V.
    POWERFUL IDEAS MANAGERS CAN USE TO GET EMPLOYEE INVOLVEMENT

    Picture 35Idea 34.
    Get everyone involved in setting a theme
    Picture 36Idea 35.
    Reward the right actions
    Picture 37Idea 36.
    Train and retrain to build employee competence
    Picture 38Idea 37.
    Explain the taboos in no uncertain terms
    Picture 39Idea 38.
    Provide the right stuff and adequate breaks
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