Welcome to
Businesstips.Org . This site is dedicated to providing you with the most comprehensive and up to date, tried and tested execution strategies to assist you in running a successful organization. We have focused our first book on Customer Service -
Executing Great Customer Service
We have started with Customer Service, because despite the well known fact that the customer is the main reason any business exists, the customer is commonly treated as an afterthought, and only when a major customer is lost, or sales has fallen, or the business is facing extinction from other competitors who know how to treat their customers, that we try to figure out what went wrong. The following is a reminder or reality check of who really is the boss in your business:
What Is A Customer
A customer is the most important person ever in this office ….. in person or by mail,
A customer is not dependent on us, we are dependent on him.
A customer is not an interruption of our work, he is the purpose of it.
We are not doing a favour by serving him, he is doing us a favour by giving us the opportunity to serve him.
A customer is not someone to argue or match wits with. Nobody ever wins an argument with a customer. Nobody ever won an argument with a customer.
A customer is a person who brings us his wants. It is our job to handle them profitably, to him and ourselves.
Today good customer service is a rare commodity. Nobody wants to do business with an organization that does not know how to treat its customers. Most customers would prefer to pay a slight premium and take their business elsewhere than have to put up with poor customer service. Read this story about customers you thought wereNice Customers. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business won't be profitable for long.
Good customer service is all about bringing customers back. And about sending them away happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers. Read the 10 Commandments of Customer Service.
If you're a good salesperson, you can sell anything to anyone once. But it will be your approach to customer service that determines whether or not you willl ever be able to sell that person anything else. The essence of good customer service is forming a relationship with customers is a relationship that that individual customer feels that he would like to pursue.
A typical business hears only 4% of its dissatisfied customers. The other 96% just quietly go away, and 91% will never come back. That represents a tremendous financial loss for companies whose people does not know how to treat customers, and a tremendous gain to those who do.
Executing Great Customer Service is all about keeping and growing existing customers, and winning new customers. Its about growing your business while ensuring that customer service is not sacrificed for the sake of growth. All the content is real world, relevant and easy to apply to your business. The key is in Execution!
This book is a fast read. It is written in a conversational style that allows the reader to connect with the information. Because it has been written in an efficient format, it can be re-read easily. This is key to any personal performance publication. To get maximum benefit from the ideas offered here or in other publications, the reader should try to read the material twice.
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