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Trainingwarehouse > Crisp Self-Development > Customer Service > Beyond Customer Service

Beyond Customer Service - Self-Directed Courseware Ref: CBCS

Duration:
Self-study

Description:
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

Price: (7 or fewer items) £9.95 (Excluding VAT at 20%)
Price: (8 to 19 items) £9.45 (Excluding VAT at 20%)
Price: (20 or more items) £8.96 (Excluding VAT at 20%)

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Trainingwarehouse > Crisp Self-Development > Customer Service > Beyond Customer Service