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giovedì 29 dicembre 2011

Simple Steps to Exceeding Customer Expectations (Volume 2 - Paperback) by Brad Worthley























“Simple Steps to Exceeding Customer Expectations is essential in establishing and sustaining a strong customer service culture. The book was just recently updated with about 20% new content and dozens of new customer service stories that have exceeded customers (completely new cover and size as well). The information in this book is not only powerful in content, but you can apply it to your world immediately. If you are looking to change peoples perception of you or your business, this is your first stop. The question is not whether you can afford to own the book - the question should be, can you afford to not own the book. The book was just recently updated with about 20% new content and dozens of new customer service stories that have exceeded customers (completely new cover as well).

THIS BOOK WILL HELP YOU:
CREATE AND SUSTAIN A STRONG SERVICE CULTURE
UNDERSTAND EXACTLY WHAT “EXCEED” LOOKS LIKE
IMPROVE CUSTOMER PERCEPTION OF YOUR BUSINESS
INCREASE PROFITS BY INCREASING SERVICE STANDARDS
Change customers from apathetic to advocates

Simply meeting the customer’s expectations creates a base of customers who are apathetic (not loyal). If your competition offers a better value, these customers will abandon you. The goal must be to exceed each customer’s expectations so that we create advocates. Advocates are not only fiercely loyal, but they also become promoters and tell other people about you.
This book is about how everyone we interact with should be treated with ultimate respect: customers, co-workers and vendors.  Brad provides you with dozens of real-life examples of employees and businesses that have exceeded their customer’s expectations and created lasting memories. This book is a must read for all employees, in all industries, regardless of their job responsibilities.”



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