자료유형  

 단행본

Control Number  

n914166175

International Standard Book Number  

9780814436257 electronic bk.

International Standard Book Number  

0814436250 electronic bk.

International Standard Book Number  

9780814436240 (hardcover)

International Standard Book Number  

0814436242

Library of Congress Call Number  

HF5415.5

Dewey Decimal Classification Number  

658.8/12-23

Main Entry-Personal Name  

Martins, Flavio

Physical Description  

1 online resource

General Note  

Includes index.

Formatted Contents Note  

완전내용Cover; Title; Contents; Introduction; Rule 1 Be Prepared to Break Traditional Rules; Rule 2 Create the Right Culture for Service; Rule 3 Learn How to Update Your Customer; Rule 4 Serve People, Not Shareholders; Rule 5 Put the Right People in the Right Place at the Right Time Doing the Right Thing; Rule 6 Learn Something New Every Day; Rule 7 Compete Only Against Yourself; Rule 8 Stop Overthinking Customer Service; Rule 9 Ask Yourself These Two Critical Questions Every Day; Rule 10 Find a Way to Say Yes Even When the Answer Is No; Rule 11 Love Your Critics

Formatted Contents Note  

완전내용Rule 12 Create Your Dos and Don'ts of ServiceRule 13 Exploit Your Customer's Pain Points, but Never Exploit Your Customers; Rule 14 Don't Be Zappos to Your Jack Welch Customers; Rule 15 Make Your Customer Service a Human Interaction; Rule 16 Micromanage Every Day; Rule 17 Do Customer Service on Day One of the Job; Rule 18 Be the Worst on Your Team; Rule 19 Forget the Golden Rule; Rule 20 Map a Clear Journey to Great Customer Service; Rule 21 Do a 60-Second Customer Experience Evaluation; Rule 22 Develop 20/20 Vision for Exceptional Customer Service

Formatted Contents Note  

완전내용Rule 23 Accept That You Can't Please EveryoneRule 24 See Yourself as a Customer Service Leader; Rule 25 Use Positive Words to Win Customers; Rule 26 Learn to Deal with Fulfillment Problems; Rule 27 Repeat, Repeat, Repeat, and Then Repeat Again, with Purpose; Rule 28 Eliminate Three Words from Your Vocabulary; Rule 29 Be Lovable to Your Customers; Rule 30 Cure Yourself of the ""Between 11 and 5"" Syndrome; Rule 31 Don't Rush Technology to Fix Service Problems; Rule 32 Embrace Your Service Imperfections; Rule 33 Customers Are Not Always Right, but They Are Always Customers

Formatted Contents Note  

완전내용Rule 34 Change How You Think About Customer ServiceRule 35 Really Get to Know Your Customers; Rule 36 Teach Your People to Engage with Customers; Rule 37 Create a Manifesto for Service; Rule 38 Take Care of Employees so They'll Take Care of Customers; Rule 39 Make Data-Driven Customer Decisions and Take People-Centric Action; Rule 40 Customer Experience Is More Important than Advertising; Rule 41 Make Consistency a Critical Customer Metric; Rule 42 Make Sure Your People Take Care of Themselves; Rule 43 Dispel Customers' Fear of Customer Service

Formatted Contents Note  

완전내용Rule 44 Learn How to Earn Your Customer's LoyaltyRule 45 Forget Mission Statements; Create Action Statements; Rule 46 Get the CEO Interacting with Customers; Rule 47 Learn to Obsess over Customers; Rule 48 Define Customer Focus for Your Company; Rule 49 Let Data Drive More Informed Service; Rule 50 Focus on the Value of Great Service Experience; Rule 51 Make Customer Service a Daily Priority; Rule 52 Shift from Reactive to Proactive Service; Rule 53 Get Social and Personal with Customers; Rule 54 Stop Creating Conflicts for Customer Service

Summary, Etc.  

요약Great companies distinguish themselves from the competition by providing their customers with something truly special, something beyond price point that can't be duplicated: unique, outstanding customer service experiences. Win the Customer cuts right to the chase, giving readers practical, powerful techniques for energizing the way they interact with the people who drive their business.

Bibliography, Etc. Note  

Includes bibliographical references and index.

Subject Added Entry-Topical Term  

Customer services

Subject Added Entry-Topical Term  

Consumer satisfaction

Subject Added Entry-Topical Term  

Customer relations

Subject Added Entry-Topical Term  

BUSINESS & ECONOMICS / Industrial Management

Subject Added Entry-Topical Term  

BUSINESS & ECONOMICS / Management

Subject Added Entry-Topical Term  

BUSINESS & ECONOMICS / Management Science

Subject Added Entry-Topical Term  

BUSINESS & ECONOMICS / Organizational Behavior

Subject Added Entry-Topical Term  

Consumer satisfaction

Subject Added Entry-Topical Term  

Customer relations

Subject Added Entry-Topical Term  

Customer services

Subject Added Entry-Topical Term  

Consumer satisfaction.

Subject Added Entry-Topical Term  

Customer relations.

Subject Added Entry-Topical Term  

Customer services.

Additional Physical Form Entry  

Print versionMartins, Flavio. Win the customer 9780814436240 (DLC) 2015012548 (OCoLC)908660762

Electronic Location and Access  

로그인을 한후 보실 수 있는 자료입니다.

Control Number  

joongbu:499743