Bare Knuckle Customer Service: how to deliver a knockout customer experience and hammer the competition [Paperback]

Simon Hazeldine (Author), Chris J Norton (Author), Michael Dell (Contributor)

Book Description

Publication Date: August 1, 2008

"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

Editorial Reviews

About the Author

Simon Hazeldine has worked as a business development professional and trainer with FTSE 100 companies and multi- national corporations. As well as being a best-selling author for both Bare Knuckle Selling and Bare Knuckle Negotiating

Chris Norton earned his knowledge leading the implementation of a customer service initiative for Dell in what was arguably the most competitive market-place of recent years. Today he is a Director of Mentorgroup Ltd, a respected UK Consultancy, a Director of Watford Football club, and holds non-executive positions with a number of UK-based businesses. With over 25 years experience in Service, Sales and Leadership positions Chris is uniquely qualified to share what he knows. Chris is also a Certified Master Practitioner and Trainer of NLP. he is in demand as a keynote speaker, consultant and elite trainer. Simon has a Masters Degree in the psychology and management of performance and is a Fellow of the Institute of Sales & Marketing Management. He is also Certified as a Master Practitioner and Trainer of NLP.

Product Details

• Paperback: 176 pages
• Publisher: Lean Marketing Press (August 1, 2008)
• Language: English
• ISBN-10: 1905430353
• ISBN-13: 978-1905430352
• Product Dimensions: 9 x 6 x 0.4 inches
• Shipping Weight: 9.9 ounces (View shipping rates and policies)
• Average Customer Review: 5.0 out of 5 stars  See all reviews (1 customer review)
• Amazon Best Sellers Rank: #3,468,468 in Books (See Top 100 in Books)

More About the Author

Simon Hazeldine works internationally as a Professional Speaker, Performance Consultant, Trainer and Executive Coach in the areas of Sales and Negotiation, Business Performance, Influential Communication and Leadership.

He has a Masters Degree in the Psychology of Performance, is Certified as a Master Practitioner and Trainer of NLP, and is a Fellow of the The Institute of Sales & Marketing Management.

Simon has spoken and run seminars in countries across Western Europe, Central and Eastern Europe, North America, South America and the Middle East.

He has worked at a number of prominent business schools including Ashridge Management College, Insead and London Business School and has been a visiting lecturer in leadership at the Ambev Corporate University MBA programme in Sao Paulo, Brazil.

He is the bestselling authour of four books that have been endorsed by business leaders including legendary entrepreneur Duncan Bannatyne from the BBC TV programme "Dragon's Den" and billionaire business legend Michael Dell.

Simon's books include:

"Bare Knuckle Selling"
"Bare Knuckle Negotiating"
"Bare Knuckle Customer Service"
"The Inner Winner"

When he isn't "working" Simon enjoys running (slowly), martial arts and ice hockey. He lives in the Leicestershire countryside in the UK with his wife and son.

Customer Reviews

Most Helpful Customer Reviews

1 of 1 people found the following review helpful:

5.0 out of 5 stars All you need in one book, October 24, 2008

By 

C. J. Gale (London, UK) - See all my reviews
(REAL NAME)   

This review is from: Bare Knuckle Customer Service: how to deliver a knockout customer experience and hammer the competition (Paperback)

I've read and use Simon's previous books, and this one is true to form. What I like best about the Bare Knuckle approach is the truly useable information and no nonsene approach. If I have a customer service situation at work or simply want to refresh my knowledge I can open this book and get to great information fast. Its all instantly useful, even the theoretical stuff. This book is really comprehensive and relevant, there is no stone left unturned, and a must have for any business person that needs immediate help on a customer service issue. It would also serve as a great addition to any training. I highly recommend it.