Cockerell, Lee
The customer rules : the 39 essential rules for delivering sensational service / Lee Cockerell - First edition - New York : Crown Business, c2013. - xiv, 189 pages ; 21cm
Includes index
Contents: Rule #1 Customer service is not a department -- Rule #2 You win customers one at a time and lose them a thousand at a time -- Rule #3 Great service follows the law of gravity -- Rule #4 Don't get bored with the basics -- Rule #5 Ask yourself, "what would mom do?" -- Rule #6 Be an ecologist -- Rule #7 Look sharp -- Rule #8 Always act like a professional -- Rule #9 Hire the best cast -- Rule #10 Be your own Shakespeare -- Rule #11 Become and expert at creating experts -- Rule #12 Rehearse, rehearse, rehearse -- Rule #13 Expect more to get more -- Rule #14 Treat customers the way you'd treat your loved ones -- Rule #15 Be like a bee -- Rule #16 Knowing the truth, the whole truth, and nothing but the truth -- Rule #17 Listen up -- Rule #18 Be a copycat -- Rule #19 Fish where the fisherman ain't -- Rule #20 Be a wordsmith-language matters -- Rule #21 Make yourself available -- Rule #22 Always be the giving one -- Rule #23 If they say what they want horses, give them a motorcar -- Rule #24 Don't just make promises, make guarantees -- Rule #25 Treat every customer like a regular -- Rule #26 Serve to win -- Rule #27 Make asap your standard deadline -- Rule #28 Know the difference between needs and wants -- Rule #29 Have a geek in your team -- Rule #30 Be relentless about details -- Rule #31 Be reliable -- Rule #32 Don't give the responsibility without the authority -- Rule #33 Never, ever argue with a customer -- Rule #34 Never say NO-except "NO PROBLEM" -- Rule #35 Be flexible -- Rule #36 Apologize like you really mean it -- Rule # 37 Surprise them with something extra -- Rule #38 Keep doing better -- Rule #39 don't try too hard
English
9780770435608 [hardbound]
2013000067
Customer services
Customer relations
The customer rules : the 39 essential rules for delivering sensational service / Lee Cockerell - First edition - New York : Crown Business, c2013. - xiv, 189 pages ; 21cm
Includes index
Contents: Rule #1 Customer service is not a department -- Rule #2 You win customers one at a time and lose them a thousand at a time -- Rule #3 Great service follows the law of gravity -- Rule #4 Don't get bored with the basics -- Rule #5 Ask yourself, "what would mom do?" -- Rule #6 Be an ecologist -- Rule #7 Look sharp -- Rule #8 Always act like a professional -- Rule #9 Hire the best cast -- Rule #10 Be your own Shakespeare -- Rule #11 Become and expert at creating experts -- Rule #12 Rehearse, rehearse, rehearse -- Rule #13 Expect more to get more -- Rule #14 Treat customers the way you'd treat your loved ones -- Rule #15 Be like a bee -- Rule #16 Knowing the truth, the whole truth, and nothing but the truth -- Rule #17 Listen up -- Rule #18 Be a copycat -- Rule #19 Fish where the fisherman ain't -- Rule #20 Be a wordsmith-language matters -- Rule #21 Make yourself available -- Rule #22 Always be the giving one -- Rule #23 If they say what they want horses, give them a motorcar -- Rule #24 Don't just make promises, make guarantees -- Rule #25 Treat every customer like a regular -- Rule #26 Serve to win -- Rule #27 Make asap your standard deadline -- Rule #28 Know the difference between needs and wants -- Rule #29 Have a geek in your team -- Rule #30 Be relentless about details -- Rule #31 Be reliable -- Rule #32 Don't give the responsibility without the authority -- Rule #33 Never, ever argue with a customer -- Rule #34 Never say NO-except "NO PROBLEM" -- Rule #35 Be flexible -- Rule #36 Apologize like you really mean it -- Rule # 37 Surprise them with something extra -- Rule #38 Keep doing better -- Rule #39 don't try too hard
English
9780770435608 [hardbound]
2013000067
Customer services
Customer relations