By Chris Daffy
This 3rd version of a best-seller will make you view your employer and buyers in a brand new mild. It indicates past doubt that unparalleled customer support may also help any corporation to overcome its rivals. during this revised variation - which incorporates a new bankruptcy on e-service - Chris Daffy offers functional suggestion and real-world examples from Europe, the USA and in different places on provider concepts and strategies that may make you "famous for service"!
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Extra resources for Once a customer, always a customer : how to deliver customer service that creates customers for life
To do that, you need to develop a barrage of WOWs. At every possible opportunity, with every “moment of truth” contact, you need to find ways to WOW and so delight your customers. That’s quite easy, too. Here’s how it’s done. Creating Corporate WOWs It’s mainly people who create WOWs — you and your colleagues. The things you and they do, the way you act, the decision you take. What you need is as many opportunities as you can create for you all to WOW your customers. This can be achieved by considering all the points of contact between your company and your customers, all those “moment of truth” opportunities, and creating ways to WOW the customer with +1s at every one.
Dealing with Difficult Customers I thought I should include in this chapter some basic principles for dealing with difficult customers. Anyone working in a front-line position will have to do this at some time so it’s worth mentioning the way the real professionals go about it. In the next chapter you will learn about Whole Brain Service and how we basically have two parts to our brain: the left, logical side and the right, emotional side. It’s most important to keep this in mind when you’re dealing with difficult customers.
They are lost to you forever. This is a devastating list of damaging effects resulting from just one dissatisfied customer. It’s therefore no wonder so many companies choose to ignore it or pretend it doesn’t happen. It proves that a sure way to destroy a business is to accept that a relatively high level of dissatisfied customers is either inevitable or unavoidable. The bigger the company and the longer the company has been in existence, then the slower the destruction takes. But it’s happening just the same.