Coverart for item
The Resource 50 powerful ideas you can use to keep your customers, by Paul R. Timm

50 powerful ideas you can use to keep your customers, by Paul R. Timm

Label
50 powerful ideas you can use to keep your customers
Title
50 powerful ideas you can use to keep your customers
Statement of responsibility
by Paul R. Timm
Title variation
Fifty powerful ideas you can use to keep your customers
Creator
Subject
Genre
Language
eng
Summary
  • Publisher Fact Sheet
  • Annotation
Member of
Cataloging source
Nz
http://library.link/vocab/creatorName
Timm, Paul R
Dewey number
658.8/12
Index
index present
LC call number
HF5415.5
LC item number
.T498 2002eb
Literary form
non fiction
Nature of contents
  • dictionaries
  • bibliography
http://library.link/vocab/subjectName
  • Customer services
  • Consumer satisfaction
  • Supervision of employees
  • BUSINESS & ECONOMICS
  • Consumer satisfaction
  • Supervision of employees
  • Customer services
  • Consumer satisfaction
  • Customer services
  • Supervision of employees
Summary expansion
  • The economic good times of the 1990s have given way to a bumpy ride in the early 2000s. Ultimately, every successful enterprise must attract, serve, and win the loyalty of customers by providing worthwhile products and delivering excellent service. This book is designed to make all managers and employees aware of simple yet powerful ideas which will result in dramatic improvements in service and customer loyalty
  • Turned-off customers produce devastating ripple effects that quickly drag companies into a morass of mediocrity, while organizations that apply a constant flow of customer-centered innovations see consistent strengthening of their customer base. This book will get all managers and employees thinking about the little things that can make all the difference
Label
50 powerful ideas you can use to keep your customers, by Paul R. Timm
Instantiates
Publication
Bibliography note
Includes bibliographical references (pages 147-149) and index
Carrier category
online resource
Carrier category code
  • cr
Carrier MARC source
rdacarrier
Color
multicolored
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
Contents
  • Title page -- Copyright page -- Contents -- Introduction -- Part I: Powerful Ideas That Get You Focused -- Idea 1: Understand the Goal of Customer Loyalty -- Idea 2: Recognize What Turns Off Your Customers -- Idea 3: Gather Feedback and Apply Service Recovery Skills -- Idea 4: Know how to Tell When You Are Turning off Customers -- Idea 5: Know Who All Your Customers Are -- Idea 6: Understand the Terrible Cost of the Lost Customer -- Idea 7: Understand the Importance of Exceeding Customer Expectations
  • Part II: Powerful Ideas for Projecting Your Personality to CustomersIdea 8: Greet Customers and Build Instant Rapport -- Idea 9: Apply Good Conversation Skills -- Idea 10: Get the Customer Experiencing Something -- Idea 11: Watch Your Personal Appearance and Grooming -- Idea 12: Check the Appearance and Layout of Your Work Area -- Idea 13: Use Good Telephone Techniques -- Idea 14: Say Please and Thank You -- Idea 15: Enjoy People and Their Diversity -- Idea 16: Call People Names (Preferably Their Names) -- Idea 17: Listen With More Than Your Ears
  • Idea 18: Anticipate Customer NeedsIdea 19: Reach out and Touch Them -- Idea 20: Compliment Freely and Sincerely -- Part III: Powerful Ideas for Solidifying Repeat Customers -- Idea 21: Fish for Negative Feedback -- Idea 22: Exceed Customer Expectations With Extra Value -- Idea 23: Exceed Customer Expectations With Better Information -- Idea 24: Exceed Customer Expectations With Add-ons -- Idea 25: Look for Ways to Improve Timing and Follow-up -- Idea 26: Make the Last Part of the Transaction Positive and Motivating
  • Idea 27: Reassure the Customer's Decision to Do Business With YouIdea 28: Make Service Speed and Customer Convenience Priorities -- Part IV: Powerful Ideas for Saving Possible Lost Customers -- Idea 29: Keep in Touch -- Idea 30: Recognize the Value of Information and Give Customers the Best -- Idea 31: Master Recovery Skills -- Idea 32: Disarm the Chronic Complainer -- Idea 33: Reconcile Customer Goodwill with Symbolic Atonement -- Part V: Powerful Ideas Managers Can Use to Get Employee Involvement -- Idea 34: Get Everyone Involved in Setting a Theme
  • Idea 35: Reward the Right ActionsIdea 36: Train and Retrain to Build Employee Competence -- Idea 37: Explain the Taboos in no Uncertain Terms -- Idea 38: Provide the Right Stuff and Adequate Breaks -- Idea 39: Constantly Recruit Great People -- Idea 40: Nuture a Culture of Caring -- Idea 41: Enrich People's Jobs -- Idea 42: Take the Long View -- Idea 43: Recognize and Reinforce Great Service -- Idea 44: Track Customer Service Behaviors Over Time -- Idea 45: Create Hoopla and Fun -- Idea 46: Send out Explorer Groups -- Idea 47: Use Focus Groups
Control code
228040551
Dimensions
unknown
Edition
3rd ed.
Extent
1 online resource (158 pages)
Form of item
online
Isbn
9780585469584
Media category
computer
Media MARC source
rdamedia
Media type code
  • c
http://library.link/vocab/ext/overdrive/overdriveId
58179715-b42b-44e0-a4fd-07de032c8dc5
Specific material designation
remote
System control number
(OCoLC)228040551
Label
50 powerful ideas you can use to keep your customers, by Paul R. Timm
Publication
Bibliography note
Includes bibliographical references (pages 147-149) and index
Carrier category
online resource
Carrier category code
  • cr
Carrier MARC source
rdacarrier
Color
multicolored
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
Contents
  • Title page -- Copyright page -- Contents -- Introduction -- Part I: Powerful Ideas That Get You Focused -- Idea 1: Understand the Goal of Customer Loyalty -- Idea 2: Recognize What Turns Off Your Customers -- Idea 3: Gather Feedback and Apply Service Recovery Skills -- Idea 4: Know how to Tell When You Are Turning off Customers -- Idea 5: Know Who All Your Customers Are -- Idea 6: Understand the Terrible Cost of the Lost Customer -- Idea 7: Understand the Importance of Exceeding Customer Expectations
  • Part II: Powerful Ideas for Projecting Your Personality to CustomersIdea 8: Greet Customers and Build Instant Rapport -- Idea 9: Apply Good Conversation Skills -- Idea 10: Get the Customer Experiencing Something -- Idea 11: Watch Your Personal Appearance and Grooming -- Idea 12: Check the Appearance and Layout of Your Work Area -- Idea 13: Use Good Telephone Techniques -- Idea 14: Say Please and Thank You -- Idea 15: Enjoy People and Their Diversity -- Idea 16: Call People Names (Preferably Their Names) -- Idea 17: Listen With More Than Your Ears
  • Idea 18: Anticipate Customer NeedsIdea 19: Reach out and Touch Them -- Idea 20: Compliment Freely and Sincerely -- Part III: Powerful Ideas for Solidifying Repeat Customers -- Idea 21: Fish for Negative Feedback -- Idea 22: Exceed Customer Expectations With Extra Value -- Idea 23: Exceed Customer Expectations With Better Information -- Idea 24: Exceed Customer Expectations With Add-ons -- Idea 25: Look for Ways to Improve Timing and Follow-up -- Idea 26: Make the Last Part of the Transaction Positive and Motivating
  • Idea 27: Reassure the Customer's Decision to Do Business With YouIdea 28: Make Service Speed and Customer Convenience Priorities -- Part IV: Powerful Ideas for Saving Possible Lost Customers -- Idea 29: Keep in Touch -- Idea 30: Recognize the Value of Information and Give Customers the Best -- Idea 31: Master Recovery Skills -- Idea 32: Disarm the Chronic Complainer -- Idea 33: Reconcile Customer Goodwill with Symbolic Atonement -- Part V: Powerful Ideas Managers Can Use to Get Employee Involvement -- Idea 34: Get Everyone Involved in Setting a Theme
  • Idea 35: Reward the Right ActionsIdea 36: Train and Retrain to Build Employee Competence -- Idea 37: Explain the Taboos in no Uncertain Terms -- Idea 38: Provide the Right Stuff and Adequate Breaks -- Idea 39: Constantly Recruit Great People -- Idea 40: Nuture a Culture of Caring -- Idea 41: Enrich People's Jobs -- Idea 42: Take the Long View -- Idea 43: Recognize and Reinforce Great Service -- Idea 44: Track Customer Service Behaviors Over Time -- Idea 45: Create Hoopla and Fun -- Idea 46: Send out Explorer Groups -- Idea 47: Use Focus Groups
Control code
228040551
Dimensions
unknown
Edition
3rd ed.
Extent
1 online resource (158 pages)
Form of item
online
Isbn
9780585469584
Media category
computer
Media MARC source
rdamedia
Media type code
  • c
http://library.link/vocab/ext/overdrive/overdriveId
58179715-b42b-44e0-a4fd-07de032c8dc5
Specific material designation
remote
System control number
(OCoLC)228040551

Library Locations

    • Curtis Laws Wilson LibraryBorrow it
      400 West 14th Street, Rolla, MO, 65409, US
      37.955220 -91.772210
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