Bare Knuckle Customer Service (second edition) - Hazeldine, Simon; Norton, Chris
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"Customer service has been central to Dell's success - this book is packed with practical techniques and proven insights for improving performance." - Michael Dell, CEO, Dell When You Get This One Thing Right You'll Literally Obliterate The Competition... How you treat your customers and what you do to keep them coming back for more will have the biggest impact on your bottom line. Get the service right and you'll benefit from lower future sales costs and increased market share as the 'good word' spreads. Get it wrong though and you can kiss goodbye to future business success as ever more…mehr

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Produktbeschreibung
"Customer service has been central to Dell's success - this book is packed with practical techniques and proven insights for improving performance." - Michael Dell, CEO, Dell When You Get This One Thing Right You'll Literally Obliterate The Competition... How you treat your customers and what you do to keep them coming back for more will have the biggest impact on your bottom line. Get the service right and you'll benefit from lower future sales costs and increased market share as the 'good word' spreads. Get it wrong though and you can kiss goodbye to future business success as ever more sophisticated and demanding customers take their money elsewhere. With this in mind 'Bare Knuckle' persuasion expert Simon Hazeldine has joined forces with savvy customer service veteran Chris Norton to show you how to transform your organisation into a world beating customer led cash machine. Drawing on their own hard-won experience and modeling the best customer service principles today, Simon and Chris strip customer service back to the bone giving you the essential tools you really need to become your customers' true champion. Inside you will learn... * How To Find Out What Your Customers Really Want * The Right Way To Build A Customer Service Culture * How To Implement A Customer Service Strategy * The Bare Knuckle Customer Service Model * How To Benefit From Customer Complaints * What Customer Relationship Management Really Does * How To Set Up & Run A World Class Call Centre * The 5 Most Stupid Things To Say To A Customer * ...and much more
Autorenporträt
Simon Hazeldine works internationally as a professional speaker, performance consultant and corporate trainer in the areas of sales, negotiation, performance leadership and applied neuroscience. His focus is on inspiring and enabling exceptional performance and delivering improved bottom-line results for his clients. Simon's client list includes Fortune 500 and FTSE 100 companies, and as a highly experienced and in-demand international speaker has has spoken in over 30 countries across six continents. He has a Masters Degree in the Psychology of Performance, is a Fellow of the Institute of Sales & Marketing Management, a long standing member of the Professional Speaking Association and a licensed PRISM Brain Mapping Practitioner. He is the best-selling author of five books.