Download Customer Relationship Management: How to Turn a Good by Graham Roberts-Phelps PDF

Download Customer Relationship Management: How to Turn a Good by Graham Roberts-Phelps PDF

By Graham Roberts-Phelps

Information regarding and insights into tips to allure and keep buyers are supplied during this company manager's reference. Demonstrating that each shopper is exclusive yet might be segmented via price, development, and purchasing standards, this consultant discusses why shoppers illness, the best way to preserve a client for all times, the client interplay cycle, and the way to advance a advertising database. With charts, checklists, and case stories, it stocks cutting edge rules for customer support and explains tips on how to generate a client tradition via recruitment, education, and merchandising. additionally incorporated are suggestions for carrying out client surveys and possibilities for connecting with consumers within the electronic age.

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Additional info for Customer Relationship Management: How to Turn a Good Business into a Great One!

Sample text

So let’s look at what sort of attitude we mean. It is generally defined as a positive, enthusiastic and helpful attitude – somebody that seems more alive than dead, it means somebody who seems to enjoy what they do or enjoys dealing with customers, not just somebody who happens to do this as a job to earn a living. Even though this may be true, a good customer service experience is one where the customer service person pretends if nothing else, that they enjoy their job – they like doing what they do and they are pleased to see the customer.

How dependable is your product or service? How well does your company follow through on promises? 1 2 3 4 5 6 7 8 9 10 High Low 4. Relationship. How well does your company show customers that it cares and wants long-term relationships with them? 1 2 3 4 5 6 7 8 9 10 High Low 5. Accuracy. How well does your company avoid mistakes, especially expensive or time-consuming mistakes? 1 2 3 4 5 6 7 8 9 10 High Low 6. Personal service. How well do service representatives and other front-line people show customers that they are special?

If your operation is a customer support operation then this delay in responding to the telephone can be costing you thousands of pounds in lost customer revenue; not to mention increased aggravation when they actually do get through. ANOTHER EXAMPLE THAT HIGHLIGHTS perhaps the increasing importance of speed to our society is a lift manufacturer, who in designing the lifts for a large public building initiated some customer research. The research, through secret cameras and discussions groups, showed that the things that matter most to customers, when it comes to speed in a lift, were how quickly the doors close, the speed with which the lift begins to move after pressing the floor button and how quickly the lights appear when your waiting for the lift on a floor.

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