Win the Customer: 70 Simple Rules for Sensational Service

  • 6h 34m 28s
  • Flavio Martins
  • Gildan Media
  • 2015

Great companies distinguish themselves from the competition by providing their customers with something truly special, something beyond price point that can't be duplicated: unique, outstanding customer service experiences.

Win the Customer cuts right to the chase, giving readers practical, powerful techniques for energizing the way they interact with the people who drive their business. When it comes to service, satisfaction is a short-sighted goal. Follow the simple rules in this book and transform ordinary customers into lifelong fans.

In this Audiobook

  • Rule 1: BE PREPARED TO BREAK TRADITIONAL RULES
  • Rule 2: CREATE THE RIGHT CULTURE FOR SERVICE
  • Rule 3: LEARN HOW TO UPDATE YOUR CUSTOMER
  • Rule 4: SERVE PEOPLE, NOT SHAREHOLDERS
  • Rule 5: PUT THE RIGHT PEOPLE IN THE RIGHT PLACE AT THE RIGHT TIME DOING THE RIGHT THING
  • Rule 6: LEARN SOMETHING NEW EVERY DAY
  • Rule 7: COMPETE ONLY AGAINST YOURSELF
  • Rule 8: STOP OVERTHINKING CUSTOMER SERVICE
  • Rule 9: ASK YOURSELF THESE TWO CRITICAL QUESTIONS EVERY DAY
  • Rule 10: FIND A WAY TO SAY YES EVEN WHEN THE ANSWER IS NO
  • Rule 11: LOVE YOUR CRITICS
  • Rule 12: CREATE YOUR DOS AND DON'TS OF SERVICE
  • Rule 13: EXPLOIT YOUR CUSTOMER'S PAIN POINTS, BUT NEVER EXPLOIT YOUR CUSTOMERS
  • Rule 14: DON'T BE ZAPPOS TO YOUR JACK WELCH CUSTOMERS
  • Rule 15: MAKE YOUR CUSTOMER SERVICE A HUMAN INTERACTION
  • Rule 16: MICROMANAGE EVERY DAY
  • Rule 17: DO CUSTOMER SERVICE ON DAY ONE OF THE JOB
  • Rule 18: BE THE WORST ON YOUR TEAM
  • Rule 19: FORGET THE GOLDEN RULE
  • Rule 20: MAP A CLEAR JOURNEY TO GREAT CUSTOMER SERVICE
  • Rule 21: DO A 60-SECOND CUSTOMER EXPERIENCE EVALUATION
  • Rule 22: DEVELOP 20/20 VISION FOR EXCEPTIONAL CUSTOMER SERVICE
  • Rule 23: ACCEPT THAT YOU CAN'T PLEASE EVERYONE
  • Rule 24: SEE YOURSELF AS A CUSTOMER SERVICE LEADER
  • Rule 25: USE POSITIVE WORDS TO WIN CUSTOMERS
  • Rule 26: LEARN TO DEAL WITH FULFILLMENT PROBLEMS
  • Rule 27: REPEAT, REPEAT, REPEAT, AND THEN REPEAT AGAIN, WITH PURPOSE
  • Rule 28: ELIMINATE THREE WORDS FROM YOUR VOCABULARY
  • Rule 29: BE LOVABLE TO YOUR CUSTOMERS
  • Rule 30: CURE YOURSELF OF THE “BETWEEN 11 AND 5” SYNDROME
  • Rule 31: DON'T RUSH TECHNOLOGY TO FIX SERVICE PROBLEMS
  • Rule 32: EMBRACE YOUR SERVICE IMPERFECTIONS
  • Rule 33: CUSTOMERS ARE NOT ALWAYS RIGHT, BUT THEY ARE ALWAYS CUSTOMERS
  • Rule 34: CHANGE HOW YOU THINK ABOUT CUSTOMER SERVICE
  • Rule 35: REALLY GET TO KNOW YOUR CUSTOMERS
  • Rule 36: TEACH YOUR PEOPLE TO ENGAGE WITH CUSTOMERS
  • Rule 37: CREATE A MANIFESTO FOR SERVICE
  • Rule 38: TAKE CARE OF EMPLOYEES SO THEY'LL TAKE CARE OF CUSTOMERS
  • Rule 39: MAKE DATA-DRIVEN CUSTOMER DECISIONS AND TAKE PEOPLECENTRIC ACTION
  • Rule 40: CUSTOMER EXPERIENCE IS MORE IMPORTANT THAN ADVERTISING
  • Rule 41: MAKE CONSISTENCY A CRITICAL CUSTOMER METRIC
  • Rule 42: MAKE SURE YOUR PEOPLE TAKE CARE OF THEMSELVES
  • Rule 43: DISPEL CUSTOMERS' FEAR OF CUSTOMER SERVICE
  • Rule 44: LEARN HOW TO EARN YOUR CUSTOMER'S LOYALTY
  • Rule 45: FORGET MISSION STATEMENTS; CREATE ACTION STATEMENTS
  • Rule 46: GET THE CEO INTERACTING WITH CUSTOMERS
  • Rule 47: LEARN TO OBSESS OVER CUSTOMERS
  • Rule 48: DEFINE CUSTOMER FOCUS FOR YOUR COMPANY
  • Rule 49: LET DATA DRIVE MORE INFORMED SERVICE
  • Rule 50: FOCUS ON THE VALUE OF GREAT SERVICE EXPERIENCE
  • Rule 51: MAKE CUSTOMER SERVICE A DAILY PRIORITY
  • Rule 52: SHIFT FROM REACTIVE TO PROACTIVE SERVICE
  • Rule 53: GET SOCIAL AND PERSONAL WITH CUSTOMERS
  • Rule 54: STOP CREATING CONFLICTS FOR CUSTOMER SERVICE
  • Rule 55: BUILD A CUSTOMER EXPERIENCE WONDER OF THE WORLD
  • Rule 56: TRAIN EVEN WHEN THERE'S NO TIME TO TRAIN
  • Rule 57: REMEMBER THE MOST IMPORTANT TEAM BUILDING HOUR OF THE DAY: LUNCH HOUR
  • Rule 58: PROVIDE A REAL SERVICE TO YOUR CUSTOMERS
  • Rule 59: DON'T JUST ANSWER THE PHONE; DO THE RIGHT THING
  • Rule 60: TAKE A BREAK, WANDER AROUND, AND HAVE SOME FUN
  • Rule 61: BE A FORCE FOR CHANGE
  • Rule 62: KEEP YOUR CUSTOMER RELATIONSHIPS FRESH
  • Rule 63: MASTER THE ART AND SCIENCE OF CUSTOMER EXPERIENCE
  • Rule 64: OPTIMIZE YOUR DIGITAL EXPERIENCE
  • Rule 65: GET TO KNOW A NEW CUSTOMER EVERY DAY
  • Rule 66: START EVERY NEW EMPLOYEE IN CUSTOMER SERVICE
  • Rule 67: ALLOW FOR RANDOM ACTS OF WOW
  • Rule 68: GET A REALITY CHECK
  • Rule 69: CREATE CUSTOMER EXPERIENCE DISRUPTION
  • Rule 70: STOP MAKING RESOLUTIONS; START MAKING SERVICE BETTER TODAY
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