Front-Line Customer Service: 15 Keys to Customer Satisfaction
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Book Overview
Provides valuable advice for small- to medium-sized businesses on how to turn unhappy buyers into dedicated customers. Based on eleven tactical principles (e.g., you don't sell products or services, or even benefits--you sell value), it shows how managers of these businesses can to turn their greatest asset--contact with the customer--to their best advantage. Discusses the basics of customer psychology and explains in detail what ''value'' means to a customer; gives specific advice on what front-line people have to do to enhance their businesses' value, how to train them, and how to keep them doing it. Goes on to give step-by-step advice on the process of dealing with unhappy customers by solving their problems and changing their expectations. Numerous examples and case studies included throughout.
Format:Hardcover
Language:English
ISBN:0471516163
ISBN13:9780471516163
Release Date:March 1990
Publisher:Wiley
Length:288 Pages
Weight:1.30 lbs.
Dimensions:1.0" x 6.4" x 9.6"
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