Many organisations chase the Holy Grail of obtaining new customers, spending time, money and energy on winning them only to provide them with a service or product that quite frankly is inferior. What a waste! If we do not look after our customers then someone else will. In addition, those dissatisfied customers will tell others about their experience, and once an organisation gains a negative reputation it is extremely difficult to change it. Having a good reputation for excellent service and products is one very successful way of building a competitive advantage. This book looks at: how you can win more business by retaining customers and gaining recommendations from them; how to satisfy your customers' needs; how to develop an effective customer service policy; how to use positive behaviour and attitude to win more business; how to build a better rapport with your customers; and how to handle anger, complaints and difficult customers and turn them into satisfied customers.
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Description
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Creators
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Details
- Pauline Rowson - Author
- David Ryder - Narrator
OverDrive Listen audiobook
- ISBN: 9781848390010
- File size: 44668 KB
- Release date: June 17, 2008
- Duration: 01:33:03
MP3 audiobook
- ISBN: 9781848390010
- File size: 44773 KB
- Release date: June 17, 2008
- Duration: 01:33:03
- Number of parts: 2