How To Say It Creating Complete Customer Satisfaction
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How To Say It Creating Complete Customer Satisfaction
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Author : Jack Griffin
language : en
Publisher: Penguin
Release Date : 2013-03-05
How To Say It Creating Complete Customer Satisfaction written by Jack Griffin and has been published by Penguin this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-03-05 with Business & Economics categories.
A guide to effectively communicating with customers to create lasting—and repeat—business relationships. This book provides practical, results-oriented guidance for effective communication with customers through sample words, phrases, scripts, and strategies applied to real-world examples. Unlike the vast majority of books that deal with customer communication, How to Say It®: Creating Complete Customer Satisfaction does not separate sales from customer service communications, but instead integrates them into a single book. Readers will learn how to: Speak the language of Yes by asking the right questions Get referrals through established customers Offer value through solutions, satisfaction, and trust Anticipate and preempt objections Own a problem by owning the solution
How To Say It Creating Complete Customer Satisfaction
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Author : Jack Griffin
language : en
Publisher: Penguin Group
Release Date : 2013-03-05
How To Say It Creating Complete Customer Satisfaction written by Jack Griffin and has been published by Penguin Group this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-03-05 with Business & Economics categories.
A guide to effectively communicating with customers to create lasting—and repeat—business relationships. This book provides practical, results-oriented guidance for effective communication with customers through sample words, phrases, scripts, and strategies applied to real-world examples. Unlike the vast majority of books that deal with customer communication, How to Say It®: Creating Complete Customer Satisfaction does not separate sales from customer service communications, but instead integrates them into a single book. Readers will learn how to: Speak the language of Yes by asking the right questions Get referrals through established customers Offer value through solutions, satisfaction, and trust Anticipate and preempt objections Own a problem by owning the solution
Satisfaction
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Author : Chris Denove
language : en
Publisher: Penguin
Release Date : 2007-06-26
Satisfaction written by Chris Denove and has been published by Penguin this book supported file pdf, txt, epub, kindle and other format this book has been release on 2007-06-26 with Business & Economics categories.
For nearly four decades, J. D. Power and Associates has been measuring consumer satisfaction and helping businesses improve profits by paying attention to what customers really want. Their annual awards are widely publicized and valued worldwide for what they say about a company’s commitment to its customers. Now, at last, the company has created the definitive book on how to boost profits by increasing customer satisfaction. Although most businesses pay lip service to putting customers first, few actually listen to the voice of the customer and use it as a tangible asset. In this book, J. D. Power and Associates provides an insider’s perspective on some of the most successful companies on the planet. Corporate giants such as Toyota and Staples and local legends like Mike Diamond Plumbing all use customer satisfaction as their key to market dominance. Satisfaction opens the vault on years of J. D. Power data, quantifying the elusive links between satisfaction and customer loyalty, market share, and profits. The book provides extensive coverage of the varying touchpoints of consumer satisfaction—covering every type of business from service providers to product manufacturers—and shows companies in detail how to make a commitment to consumers at the highest levels and translate this commitment into strategies and practices. For any business that wants to reap the rewards that come when they truly put the customer first, this is the ultimate guide.
Customer Satisfaction Is Worthless Customer Loyalty Is Priceless
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Author : Jeffrey H. Gitomer
language : en
Publisher: Bard Press (TX)
Release Date : 1998
Customer Satisfaction Is Worthless Customer Loyalty Is Priceless written by Jeffrey H. Gitomer and has been published by Bard Press (TX) this book supported file pdf, txt, epub, kindle and other format this book has been release on 1998 with Business & Economics categories.
A nationally syndicated columnist and sales trainer shows how to convert "satisfied" customers into "loyal" customers. Includes real-world techniques, helpful checklists, inspiring stories, and thought-provoking self-tests.
Customer Satisfaction
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Author : Craig Cochran
language : en
Publisher: Paton Professional
Release Date : 2003
Customer Satisfaction written by Craig Cochran and has been published by Paton Professional this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003 with Business & Economics categories.
Customer satisfaction is the single most important issue affecting organizational survival. Despite this fact, most companies have no clue what their customers really think. They operate in a state of ignorant bliss, believing that if their customers were anything less than 100-percent satisfied they'd hear about it. Then they are shocked when their customer base erodes and their existence is threatened. The key to competitive advantage is proactively gauging customer perceptions and aggressively acting on the findings. The techniques for doing this don't have to be difficult, they just have to be timely and effective. This book explores a range of practical techniques for probing your customers' true level of satisfaction. Tools and specific instructions for use are described in detail, enabling the organization to get started immediately. The tools range from very basic to highly sophisticated, providing a path for organizations to follow as they progressively become more familiar with the unique drivers of customer satisfaction. This is the perfect reference for organizations that want to continually improve and outpace their competition. Contents What is Customer Satisfaction? Call Reports Field Reports Comment Cards Complaint Systems Quantitative Customer Surveys In Conclusion
Making Customer Satisfaction Happen
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Author : Roderick M. McNealy
language : en
Publisher:
Release Date : 1994
Making Customer Satisfaction Happen written by Roderick M. McNealy and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1994 with Consumer satisfaction categories.
Making Customer Satisfaction Happen provides a customer focus for your company's Total Quality process. Drawing on actual case studies of 'world-class' customer satisfaction organizations, Rod McNealy clearly illustrates the power of customer satisfaction as a strategic weapon for any business. Significantly, this book provides both an easily understandable and implementable approach to meeting and exceeding your customers' needs and expectations. Making Customer Satisfaction Happen is targeted at a broad audience of managers in any type of organization - large or small, public or private, operating for profit or non-profit. This is a 'hands-on', action-oriented, instructive guide to achieving customer satisfaction. It offers a proven approach for meeting and exceeding customers' needs and expectations to the point of 'delighting' them.
Customer Satisfaction
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Author : Nigel Hill
language : en
Publisher: The Leadership Factor
Release Date : 2007
Customer Satisfaction written by Nigel Hill and has been published by The Leadership Factor this book supported file pdf, txt, epub, kindle and other format this book has been release on 2007 with Consumer satisfaction categories.
This book does a tremendous job of bringing to life customer satisfaction and its significance to modern businesses. The numerous examples contained within the book's pages have proved a fresh and continuous source of inspiration and expertise as I work with my organisation in helping them understand why we should do what matters most to our customers and the lasting effect such actions will have on both our customer loyalty and retention. The authors are to be commended.
Overcoming The Customer Service Syndrome How To Achieve And Sustain High Customer Satisfaction
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Author : Galen R. Collins
language : en
Publisher:
Release Date : 1753-01-01
Overcoming The Customer Service Syndrome How To Achieve And Sustain High Customer Satisfaction written by Galen R. Collins and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1753-01-01 with categories.
Overcoming The Customer Service Syndrome
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Author : Galen R. Collins
language : en
Publisher:
Release Date : 2011-07-06
Overcoming The Customer Service Syndrome written by Galen R. Collins and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-07-06 with Hospitality industry categories.
After reading this book, you will never feel the same about service professionals. They are pivotal in making or breaking customer relationships. However, being a service professional has never been more difficult. In many service organizations, the gap is widening between what they can deliver and what customers expect. Many service professionals are quitting their jobs. Many more, under fire from disgruntled customers, are experiencing unprecedented stress. We call this phenomenon the customer service syndrome (CSS). The purpose of this book is to provide strategies and tactics for combating CSS and achieving sustainable high customer satisfaction. While customer service is of paramount importance in sustaining profitability, many hospitality businesses continue to struggle with delivering consistent, quality service because it is often treated as a static, isolated event rather than as a function of the total business enterprise. This book is unique because it positions customer service as an outcome of the total system. You will gain an understanding of how various organizational elements (e.g., hiring, marketing, training, support systems, physical plant, human resource practices, supervision, policies and procedures, technology systems, etc.) work together to promote the successful delivery of customer service. You will also learn how to align service expectations and experiences and to create comfortable customer service environments in which service professionals are encouraged to use their talents and expertise. Overcoming CSS and creating sustainable, quality service experiences requires service businesses to drastically rethink how service professionals fit into the profit equation. They will discover that people who serve others are of paramount importance and are often significantly under-valued and under-invested. Delivering consistent, quality service requires the reeducation of customers about service and the role of service professionals. There is a need to approach the management of the service system in creative and productive new ways. The last chapter is a 28-day service journal for each reader s growth in awareness and understanding of customer service issues. We wish you all a successful journey through life. eBook Version You will receive access to this electronic text via email after using the shopping cart above to complete your purchase "
Superior Customer Satisfaction And Loyalty
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Author : Sheldon D. Goldstein
language : en
Publisher: Quality Press
Release Date : 2009-07-21
Superior Customer Satisfaction And Loyalty written by Sheldon D. Goldstein and has been published by Quality Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009-07-21 with Business & Economics categories.
This book demonstrates in a simple and straightforward way the process of discovering the attributes that are important to your customers, measuring their satisfaction with an unbiased survey instrument, analyzing that data, and then doing a statistical analysis to determine the best approach to improving the low-rated attribute(s) and implementing change that has a higher probability of improving customer loyalty. Satisfaction is a feeling; loyalty is a behavior with satisfaction as its foundation, coupled with a willingness to repurchase and a willingness to recommend. It is that interest in reliving a positive customer experience that creates loyal behavior. This book gives insights into the process that companies can use to create that satisfaction in their customers and promote loyal behavior in customers’ buying patterns. Each chapter is constructed as a self-contained entity. The method described in this book will help you collect data from your customers, understand the information through analysis of the metrics and comments, find root causes of problems, motivate people to contribute to improving satisfaction, and then sustain the gains by audit. There is no appendix to reference for additional materials. The basic process needed to analyze and implement a robust quality system for improving customer satisfaction is described in full, including presenting the data of “customer satisfaction values” in a way that makes it easy to understand.