This book can help you and your organization go beyond customer service to retain and satisfy established clientele. Within this self-study guide are 50 useful tips to increase customer satisfaction, generate meaningful feedback, and develop loyalty.
Table of Contents
Part 1: Customer Service and Beyond The Importance of Customer Service to Business Success The Cost of Poor Customer Service Keeping Your Customers Reasons for Poor Service Lifetime Value of a Customer Lifetime Value and Marginal Net Worth Customer Service: One, Two, Three
Part 2: Know Your Customer What Customers Really Need, Want and Expect Determine How to Satisfy Customers How to Get to the WOW Factor Managing Angry Customers
Part 3: Customer Retention Developing Customer Retention Programs Internal and External Service Retention Through Value Chains Value-Added Service Customer Service Marketing Service Recovery: Another Look Retention Through Training Tips for Long-Term Customer Retention
Part 4: 50 Ways to Keep Your Customer Your Key to Long-Lasting Success 50 Ways to Keep Your Customers for Life A Final Thought About Retention 25 Customer Retention Programs That Work
Appendix A Appendix B
Objectives
Learn how good customer service can expand beyond the immediate sale
Gain insights into the needs and expectations of customers
Find ways to retain customers through employee training and effective communication
Consider examples of quality customer service
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