Duration:
Self-study or Classroom Training
Description:
The 50-Minute Manager Series was designed to cover critical business and professional development topics in the shortest time possible. Our easy-to-read,
easy-to-understand format can be used for self-study or classroom training, or even office training. With a wealth of hands-on exercises, the 50-Minute
books keep you engaged and help you retain critical skills.
This book can help you and your organization go beyond customer service to retain and satisfy established clientele. Within this self-study guide are 50
useful tips to increase customer satisfaction, generate meaningful feedback, and develop loyalty.
Table of Contents:
Part 1: Customer Service and Beyond
The Importance of Customer Service to Business Success
The Cost of Poor Customer Service
Keeping Your Customers
Reasons for Poor Service
Lifetime Value of a Customer
Lifetime Value and Marginal Net Worth
Customer Service: One, Two, Three
Part 2: Know Your Customer
What Customers Really Need, Want and Expect
Determine How to Satisfy Customers
How to Get to the WOW Factor
Managing Angry Customers
Part 3: Customer Retention
Developing Customer Retention Programs
Internal and External Service
Retention Through Value Chains
Value-Added Service
Customer Service Marketing
Service Recovery: Another Look
Retention Through Training
Tips for Long-Term Customer Retention
Part 4: 50 Ways to Keep Your Customer
Your Key to Long-Lasting Success
50 Ways to Keep Your Customers for Life
A Final Thought About Retention
25 Customer Retention Programs That Work
Appendix A
Appendix B