000			02161nam a2200205Ia 4500
008			150210s9999 xx 000 0 und d
020			_a9781580624589
082			_a658.812
100			_aFord, Lisa _916816
245			_aExceptional customer service : _bgoing beyond your good service to exceed the customer's expectation _cLisa Ford,David McNair and Bill Perry
260			_bViva Books Private Ltd. _aNew Delhi _c2009
300			_a195 p. _bPaper
505			_a Great day to get started -- Aerobicize your program : why everyone isn't doing customer service -- Plot thickens : learning to plot your path to service stardom -- Mirror, mirror : a self assessment -- Let's talk about me : things you can do! -- Hello and goodbye : first and last impressions -- Service with heart : the personal touch -- Telephone skills : the circular call -- Customer right-eousness : dealing with the challenging ones -- Customer feedback : are you hungry? -- Technology and e-commerce : enhancer or inhibitor -- Lights, camera, action : service stars
520			_aWhen the going's tough, companies that survive will be those that build the greatest loyalty—by exceeding expectations. Yet, too often, companies ignore their customers' needs and wants. Today, industries like airlines, retail businesses, and restaurants are feeling consumer pushback. With new, updated examples from more than fifty companies—from Chik-Fil-A restaurants to the Ritz-Carlton hotel chain to online retailer Zappos.com—this book shows managers how to go from so-so service to amazing service. In today's market, customer service is a key competitive advantage. This book shows you how to expand your customer base when the industry is shrinking, use new media to reach consumers, and make a lasting, great impression on customers. When businesses are fighting to survive, creating a great experience for customers isnit just important—it's essential.
650			_aCustomer service _916817
700			_aMcNair, David _916818
700			_aPerry, Bill _916819
942			_2ddc _cBK
999			_c39758 _d39758