000 | 02844cam a2200373 i 4500 | ||
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001 | 17613628 | ||
003 | OSt | ||
005 | 20150123165558.0 | ||
008 | 130204s2013 nyu 001 0 eng | ||
010 | _a 2013000067 | ||
020 | _a9780770435608 [hardbound] | ||
040 |
_aDLC _beng _cDLC _erda |
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042 | _apcc | ||
082 | 0 | 0 | _223 |
100 | 1 | _aCockerell, Lee | |
245 | 1 | 4 |
_aThe customer rules : _bthe 39 essential rules for delivering sensational service / _cLee Cockerell |
250 | _aFirst edition | ||
260 |
_aNew York : _bCrown Business, _cc2013. |
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300 |
_axiv, 189 pages ; _c21cm |
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336 |
_atext _2rdacontent |
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337 |
_aunmediated _2rdamedia |
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338 |
_avolume _2rdacarrier |
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504 | _aIncludes index | ||
505 | _aContents: 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 | ||
541 |
_aAmazon.com _h653.85 |
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546 | _aEnglish | ||
650 | 0 | _aCustomer services | |
650 | 0 | _aCustomer relations | |
906 |
_a7 _bcbc _corignew _d1 _eecip _f20 _gy-gencatlg |
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942 |
_2ddc _cREF |
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998 |
_ckim[new] _d09/25/2014 |
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999 |
_c1609 _d1609 |