By Paul R Timm PH.D.
Considering the fact that publishing the 1st version of this vintage that has offered over 250,000 copies, the demanding situations of holding customers-or growing patron loyalty-has turn into much more pressing. eventually, each profitable company needs to allure, serve, and win the loyalty of shoppers through delivering useful items and offering first-class provider. Turned-off consumers produce devastating ripple results that fast drag businesses right into a morass of mediocrity, whereas companies that creatively follow a relentless movement of small, customer-centered recommendations see constant and protracted strengthening in their consumer base. This publication gets all managers and staff wondering the little issues which could make all of the distinction. If each person in a company improves knowledge of the easy but strong principles during this quantity, the corporate can and may see dramatic advancements in provider and patron loyalty. The influence at the base line can be dramatic.
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Additional info for 50 powerful ideas you can use to keep your customers
Increased difficulty in attracting good employees to the job. Negative public view of the organization. Lower sense of pride in the organization. Lower sense of self-worth among employees. Increased defensiveness in employees, which can lead to even more stress. Very few people can put up with the day-to-day barrage of unhappy patrons who expect to be treated poorly. Page 13 The best reason to give good service is that it makes you feel better. At the most basic level we are all motivated to act in a particular way because our action will either: Result in a gain (reward) or Avoid a loss (punishment) Giving good customer service, even in nonprofit situations, can satisfy both motivations for the giver.
There are two main reasons people do not complain when they are dissatisfied: They think their complaints will do no good. They aren't sure how to voice their complaints. Your job is to show that complaints do make a difference (by letting them know when problems they point out have been corrected) and to make it easy for them to complain. Ask for feedback, take it seriously, don't be overly defensive about "the way we've always done it" and express appreciation to the customer for pointing out the problem.
Use Good Telephone Techniques Often your only contact with customers is via the telephone. Make the most of it. A key to successful phone use is to simply remember that your customer cannot see you. Your challenge is to make up for all that lost nonverbal communication by using your voice effectively. The best ways to use the phone effectively: Give the caller your name. Let the caller know who you are just as you would in a face-to-face situation (via a name tag or desk plaque). Smile into the phone.
50 powerful ideas you can use to keep your customers by Paul R Timm PH.D.