- Paperback: 235 pages
- Publisher: Berrett-Koehler Publishers (January 1, 1996)
- Language: English
- ISBN-10: 1881052788
- ISBN-13: 978-1881052784
- Product Dimensions: 6.1 x 0.6 x 9.2 inches
- Shipping Weight: 8.8 ounces (View shipping rates and policies)
- Average Customer Review: 3 customer reviews
- Amazon Best Sellers Rank: #4,119,689 in Books (See Top 100 in Books)
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Customers As Partners: Building Relationships That Last Paperback – January 1, 1996
From the Publisher
Questions for Discussion:
* The popular focus today is on dazzling, wowing or delighting customers by exceeding their service expectations. What are the pros and cons of this approach in an organization's quest to build customer loyalty?
* What are the qualities or attributes that make long-term relationships work? How would these same qualities be applied to customer relationships?
* Customers enjoy dealing with service providers who act in ways which are generous (as opposed to greedy). What are ways you can demonstrate a generous attitude to customers when serving them?
* A key to staying up to the minute on the customer's ever changing expectations is through dramatic listening-listening and letting the customer experience that their input was valued and made a difference. What are ten ways you can listen to your customer?
* What are reasons customer complaints are valuable gifts to an organization? What are ways to get customer to be more honest in their candor about the service they receive? How do you help service people feel more confident in dealing with irate customers?
* Customers value consistency-everybody "singing off the same song sheet." What are ways a clear service vision (or mission) can be useful in promoting consistent service quality?
* Customers enjoy graceful dealings with an organization. They detest having to go through lots of hoops to get their service needs met. What are ways your organization can eliminate or reduce the barriers to great service? How do you make "getting service" more comfortable and anxiety-free for your customers?
* Service recovery includes all the ways an organization uses to deal with betrayal-customers who experience disappointment in service. How can service recovery be used to increase customer loyalty?
* What are ways customers can be appropriately included in the DELIVERY of service?
* What are ways to celebrate customers as partners?
Suggestions for Further Reading:
* Bell, Chip R. and Shea, Heather, Dance Lessons: Six Steps to Great Partnerships in Business and Life * Bell, Chip R., Managers as Mentors * Svendsen, Ann, The Stakeholder Strategy
Courtesy of Berrett-Koehler Publishers BERRETT-KOEHLER STUDY GUIDE
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