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" Once a customer, always a customer : "
Chris Daffy.
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BL
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| Record Number
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768448
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b588435
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| Main Entry
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Chris Daffy.
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| Title & Author
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Once a customer, always a customer : : how to deliver customer service that creates customers for life\ Chris Daffy.
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| Publication Statement
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Cork, Ireland : Oak Tree Press, 2011. ©2011
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(186 pages) : illustrations
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| ISBN
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190488783X
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: 1904887848
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: 9781904887836
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: 9781904887843
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| Contents
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PREFACE TO THIRD EDITION; PREFACE; ACKNOWLEDGEMENTS; CHAPTER 1: INTRODUCTION: BACK TO THE FUTURE; Business Success through Strategy; Daffy's Laws; CHAPTER 2: THE NEED FOR CUSTOMER OBSESSION; Who Needs Crystal Balls When You've Got Customers?; CHAPTER 3: CUSTOMERS ARE THE BUSINESS; CHAPTER 4: LIFETIME CUSTOMER VALUE AND LOYALTY; Customer Loyalty; This Thing Called Loyalty; The Loyalty Equation; So What Does All This Mean?; CHAPTER 5: PREDICTABLE --; AND MANAGEABLE --; CUSTOMER REACTIONS TO SERVICE; Satisfied Customers; Dissatisfied Customers. Most Causes of Dissatisfaction Don't Get Reported to the SupplierMost Causes of Dissatisfaction Do Get Reported to Competitors; Dealing with Difficult Customers; CHAPTER 6: DELIGHTED CUSTOMERS; The "D" Word Problem; The Power of +1; Creating Corporate WOWs; Yet More WOWs through Dazzling Recovery; What Are the Rewards from Delighted Customers?; Recovered Customers Are More Loyal; Review Time; Moments of Truth Meet Aladdin's Lamp; Giving the Business Style; CHAPTER 7: MANAGING CUSTOMER PERCEPTIONS; Reliability --; Your ability to perform the promised service dependably and accurately. Responsiveness --; Your willingness to help customers and provide prompt serviceAssurance --; The knowledge and courtesy of your employees and their ability to convey trust and confidence; Empathy --; The caring and individualised attention the organisation provides; Tangibles --; The performance of the products, and the appearance of physical facilities, equipment, personnel and communication materials; Intangibles --; The things that make it feel good to be a customer of some businesses; Everyone Can Make a Difference; CHAPTER 8: GETTING CUSTOMER FEEDBACK; With Every Purchase or Delivery. Through Mailed QuestionnairesBy Telephone Research; Through a Third Party; In Person (Face-to-Face); We Surely Don't Need All This Feedback?; Tipping as a Form of Feedback?; Good Listening is a Rare Skill; Using the Feedback; Using Feedback to Create Competitive Advantage; CHAPTER 9: EMPLOYEES ARE ALSO CUSTOMERS; Agreed Ethics and Values (What Do We Stand For); Things to Achieve (Goals and Objectives); A Caring Environment (All on the Same Side); Authority (With No Fear of Failure); Doing What Comes Naturally; Training; CHAPTER 10: CUSTOMER CARE STRATEGIES, SYSTEMS AND STANDARDS. Success StrategiesSystems and Standards; Make Sure You're Not Rewarding the Wrong Customers; Benchmarking Your Strategies, Systems and Standards; CHAPTER 11: CUSTOMER CARE AND LEADERSHIP; THE MANAGEMENT; The Elements of Leadership; The Use of Paradigms --; A Core Leadership Skill; Examples of Corporate Paradigm Shifts; More Leadership Skills; CHAPTER 12: FROM SUCCESS TO FAILURE: THE DANGER OF COMPLACENCY; If It Ain't Broke . . .; CHAPTER 13: BOTTOM-LINE BENEFITS OF CUSTOMER CARE; Improvements in Morale; Lower Staff Turnover; Longer Customer Retention; More Repeat Business.
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| Abstract
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This book will make you view your organisation and customers in a new light. It shows beyond doubt that exceptional customer service can help any company to beat its competitors. In this revised edition - which includes a new chapter on e-service - Chris Daffy provides practical advice and real-world examples from Europe, the US and elsewhere on service strategies and techniques that will make you "famous for service"!
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| Subject
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Customer relations -- Handbooks, manuals, etc.
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Customer relations.
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Customer services -- Handbooks, manuals, etc.
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| LC Classification
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HF5415.5C475 9999
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| Added Entry
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Chris Daffy
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