Love Thy Customer: Creating Delight, Preventing Dissatisfaction, and Pleasing Your Hardest-to-Please Customer - Hardcover

Brinkman, Dr. Rick; Kirschner, Dr. Rick

Hardcover

ISBN 10: 0071448020 ISBN 13: 9780071448024

Publisher: McGraw-Hill, 2005

Synopsis

The bestselling authors of Dealing with People You Can't Stand deliver proven tactics for exceptional customer service

In today's consumer-driven market, the first commandment is love thy customer. As highly sought-after corporate trainers and speakers, Rick Brinkman and Rick Kirschner use their trademark no-nonsense style and innovative communication techniques to win over even the most difficult customers, keeping them satisfied and loyal. Their unique, user-friendly approach to customer service focuses on the personal interactions between businesses and customers that can make or break the deal.

Love Thy Customer provides people-oriented advice for short-term success and long-term growth, including:

• Skills and strategies to win customers over
• Tactics to prevent customer dissatisfaction
• Maneuvers to resolve a full range of problems
• Ways to maintain customer focus
• Methods for business owners to cultivate a strong service ethic

Customer satisfaction is more important than ever, and Love Thy Customer delivers the strategies that build a strong and loyal consumer base.

About this title

From the Back Cover:

"I love thee during working hours/ In the hope of simpler days

I honor thee when counting cost/ Of trouble gained, referral lost..."

To build the truly loyal customer base you need to sustain and grow your business, you need to go beyond mere "customer satisfaction." You've got to shoot for nothing less than customer delight, every time. Love Thy Customer "lets you count the ways" to communicate to your customers that you want to help them fulfill their needs, and make them feel cared for.

With their trademark humor and easy-to-read style, Rick Brinkman and Rick Kirschner, authors of the international bestseller Dealing With People You Can't Stand, rewrite a well-known poem to illustrate the various aspects of customer relationships. Each stanza introduces a new way to avoid the most common causes of communication breakdown and customer dissatisfaction, and help you to reach out to the customer.

From welcoming your customer, understanding his or her needs, and dealing with dissatisfaction, to empowering yourself to function well in every sales situation, Love Thy Customer shows you how to make your service matter to your customer, your business, and to your own sense of professional and personal well-being. Stories of customer service in a wide variety of fields demonstrate behaviors to avoid that can alienate your customer, as well as ways to reach out to customers in every situation. You'll also learn:

• Skills and strategies for quickly winning customers over
• Tactics for avoiding problems and preventing customer dissatisfaction
• Techniques for resolving just about any crisis
• Tested-in-the-trenches techniques for de-clawing your most ornery customers
• Tricks for maintaining customer focus
• Methods for fostering a strong service ethic company-wide

Your guide to providing exceptional service and pleasing even your hardest-to-please customers, every time, Love Thy Customer gives you the tools you need to delight your customers and build a strong and loyal customer base for lasting success.

"Count the ways" to fill your customer's needs

In today's customer-driven marketplace, the first commandment is to "Love Thy Customer." Brinkman and Kirschner explain how you can show your customers "how much do I love thee" in this quick, fun, and illuminating guide to winning customer loyalty.

Using equal parts humor and understanding, Love Thy Customer explains how to personally connect with each customer, demonstrating how the effort of providing a valued service can build a profitable relationship, while satisfying your needs for professional and personal fulfillment in the workplace.

With the help of numerous, real-world scenarios, you'll explore an array of typical customer service situations, learn which behaviors can lead customer dissatisfaction--and you'll learn proven, people-oriented methods for creating delight in every customer, every time, including:

• Strategies for calming customers' anxieties, gaining their trust, and convincing them that you care about their happiness
• Maneuvers for heading off customer dissatisfaction
• Tactics for taking the "cuss" out of even the most ornery customers
• Techniques for quickly defusing any customer crisis
• Ways to keep your people focused on customer satisfaction

About the Author:

Dr. Rick Brinkman and Dr. Rick Kirschner are Fortune 500 consultants, corporate trainers, and professional speakers. They are the coauthors of the huge international bestseller How to Deal with Difficult People. Since 1980, they have shared their insights with audiences across the nation and around the world through their company, R&R Productions.

About this edition

• Publisher: McGraw-Hill
• Publication date: 2005
• ISBN 10: 0071448020
• ISBN 13: 9780071448024
• Binding: Hardcover
• Edition number: 1
• Number of pages: 272