KEYS TO TERRIFIC CUSTOMER SERVICE

Description: Keys to Terrific Customer Service is not just a motivational book like hundreds of other customer service books on the market. It is a serious textbook that analyzes all aspects of customer satisfaction, trends in modern high-tech service delivery, and new concepts of measuring customer wants and needs. In this fourth edition, Mr. Hatch has expanded the number of keys to 165 and the number of subkeys to several hundred practical, useful ideas. This 129 page text is packed full of practical, sometimes humorous, examples of customer service gone bad and also done with amazing skill and proficiency.
Real reader comments: "we never noticed we had so many vulnerbables...and also as many opportunties...thank you!" - "I was really inspired by the analytical approach to measuring what we do and how customers react" - "we adopted new standards of accountability that included absolutely every single job title" - "beyond a customer-driven mentality [our name] had lots of room to actually treat customers like friends and learn to make them look good" - "Management was shocked when we asked customers your probing questions on why they left - sometimes it was a small annoyance or just a single person with a bad attitude" - "I asked two customers to walk through our store (as you suggested) and give their first reactions - that one hour showed us important things we never saw before" - "we adopted three methods of determining what customers really want - not just our own standards based on internal meetings" - "our idea of ourselves was totaly wrong and based on arrogance" - "we returned to a robust system of corporate ethics, morality, and the simple golden rule" - "I learned how to analyze our operation and took time to study my competition - it was a scary but very essential experience. It shows on the bottom line." - "I'm a much better manager now and I now ignore nothing" - "For the first time ever we actually like our customers and they like us much more" - "My lists of principles to try filed a whole page after my first hour with this book - absolutely transforming!"
Keywords: customer service, customer interaction, customer satisfaction, employee satisfaction, product development, service marketing, product marketing, small business, leadership, management
Sample Topics (out of 165 in all)
  1. Excellence is always inconvenient
  2. Looking for hidden customer
  3. The customer (not you) decides what is great customer service
  4. Treat your customer according to their long-term value (and how to calculate this)
  5. Uncomplicate the customer's life
  6. Invent satisfaction
  7. Purge insensivity, classism, and rationized rip-offs
  8. I want what I want! Even if it's crap!
  9. After sales confirmations and reinforcement 
  10. Understand "situational satisfaction"
  11. Understand Total Want Analysis as a driving force (and how to compute it)
  12. Fix the customer before and after fixing the product
  13. Sweat the small stuff - it differentiates the great and caring companies from the rest
  14. Shared diligence
  15. Clean up your image and ridicule points - dare to face your ugly side
  16. Master "what went wrong" analysis
  17. Customer simulation - the smart kind
  18. Customer selection - are they right for YOU?
  19. 3-D Customer Satisfaction Index and chart
  20. Know and avoid and "unpardonable sins" of customer service
  21. Right solution + right time + right price
  22. Borrow from other industries and bring to your own
  23. Focus on your customer's "moments of truth"
  24. Explore alternative and multiple service models
  25. Loyality is worthless - happiness is everything
  26. In close competitions, minor annoyances will be decisive
  27. Have fun and be likable
Editor: Larry Hatch (Laurence C. Hatch)
Publication Date: August 10, 2012
Edition: 4.0
Format: PDF 8 x 14 inch pages (ebook)
Reading devices: any phone, tablet, ebook reader, netbook, webbook, laptop, desktop computer, or other device able to display PDF format files
Page Count: 129
Price: $29.00 per single user/reader, as low as $4.00 a copy with site license
To Order: click Paypal Buy Now button below and provide your form of payment and email address. You can usually use a credit or debit card even without a Paypal account. This is a 100% digital delivery and we do not ship any print or tangible material. When your payment is processed and transmitted to us (allow 24-72 hours) you will receive an email on how to download the the ebook file.
User Count