Customer Reviews

Best Practices in Customer Service

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The role of customers is increasingly the focus of businesses. The primary goal of business today is to satisfy the expectations and needs of its customers. Only by sustained performance of meeting customers' needs can a company guarantee its long-term success. Profit, writes the author, is only a measure of how well a company has achieved its customer-satisfaction goal.

The question that is posed is "How do you consistently satisfy your customers?" Answer: By understanding and delivering what customers want, by treating customers with respect in all circumstances, by responding fully to problems that arise, and by continuing to meet customers' needs after they have made their purchases.

This book is a collection of essays collected to help readers learn how to:
· Better satisfy their customers by viewing the firm through their eyes
· All employees must understand the importance of customer service
· Handle disappointed customers such that they will return even after the negative experience.
· Fulfill the evolving needs of the customers after they make their purchase.

This book is designed to give the reader more than just the how-to part. These essays will also include the "why." Through case studies and expert insight, the reader should have a stronger understanding for what are best practices in customer service, and see why customer service is so critical to a company.

There are some really good articles in here. This is a compliation of articles and such about this subject. I do a lot of work in my consulting business with employee retention and creating customer loyalty...in other words the best customers tend to do business with the best employees and that customers don't do business with a company, they do business with an employee in the company. If that employee leaves, generally the customer does as well.
A concept lost on many businesses today.
There's a few good pieces on that subject in here. I enjoy reading what other's think about this.

Treat colleagues as customers ,then smile and be helpful and supportive ,caring,innovator, sociable good listener, creative patient .