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EbookNice Team
Status:
Available4.7
13 reviewsISBN 10: 188516730X
ISBN 13: 978-1885167309
Author: Jeffrey Gitomer
Nationally syndicated columnist and sales trainer, Jeffrey Gitomer shows you how to convert satisfied customers into loyal customers.
Table of contents:
Part I Customers, the Source of Your Paycheck
01 Introducing the Most Important Person in the World
02 Introducing the Customer (HELP!)
03 The Reality of Service Lousy, Satisfactory, or Memorable?
04 Who's Wrong? What's Wrong?
Part II The Right Principles Create the Right Words
05 Principles, NOT Policy
06 Three BIG Factors: 1.Get Real. 2. Get Friendly. 3.Get WOW!
07 What's the Word Out on You?
08 The (Secret) Service Success Formula
09 If You Talk Stupid, They'll Get Angry
10 It's NOT the Apology That Matters... It's the Recovery That Counts
11 Benchmarks Set the Standards...for Best Performance!
12 Put Your Job Skills to the Test
Part III Lessons from the Real World
13 Lessons I Learned Sleeping in Someone Else's Bed
14 Lessons I Learned Shopping in Someone Else's Store
15 Lessons I Learned Flying in Someone Else's Airplane
16 Lessons You Never Learned in School
17 Loyalty Lessons from the Real World
Part IV Loyalty -- The Final Frontier
18 The Loyalty Answers for The Company and You
18.5 Loyalty Mission: The End of Satisfaction
how to measure customer satisfaction
importance of customer satisfaction
how would you define customer satisfaction
ford customer satisfaction program
american customer satisfaction index
Tags: Jeffrey Gitomer, Customer satisfaction, worthless customer, loyalty is priceless