國立虎尾科技大學 |

Care packages for your customers = an idea a week to enhance customer service /

Record Type:	Language materials, printed : Monograph/item
Title/Author:	Care packages for your customers/ Barbara A. Glanz.
Reminder of title:	an idea a week to enhance customer service /
Author:	Glanz, Barbara A.
Published:	New York :McGraw-Hill, : c2007.,
Description:	xxi, 201 p. :ill. :
Subject:	Customer loyalty. -
Online resource:	Click for full text (McGrawHill)
ISBN:	0071484213 (alk. paper)

Care packages for your customers = an idea a week to enhance customer service /
Glanz, Barbara A.

Care packages for your customersan idea a week to enhance customer service /[electronic resource] :Barbara A. Glanz. - New York :McGraw-Hill,c2007. - xxi, 201 p. :ill.

Self assessment--How well are you currently doing in building customer loyalty? -- Weekly ideas -- Determine the lifetime value of a customer -- Remember the two levels of every interaction -- Don't take a customer's anger personally -- Surprise co-workers and internal customers with anonymous gifts -- Remember that everyone sees the world differently -- Value employees as "whole" persons -- Listen with your heart -- Reframe how you view mis-takes in your organization, Part one -- Reframe how you view mis-takes in your organization, Part two -- Decorate your cubicle or workspace with things that remind you of giving good service -- Celebrate the gift of life! -- Remember the concept of the emotional bank account, Part one -- Remember the concept of the emotional bank account, Part two -- Decorate hallways and walls with inspirational quotations and graphics -- Hold focus groups, Part one -- Hold focus groups, Part two -- Give yourself a hand -- Five loyalty builders -- Celebrate small wins -- Brainstorm ways you can enhance your customer's experience, Part one -- Brainstorm ways you can enhance your customer's experience, Part two -- Brainstorm ways you can enhance your customer's experience, Part three -- Focus on what you can do -- Have fun with stories -- You don't learn anything with your mouth open -- Beautiful people don't just happen -- Work on a community project -- Every customer is a gift -- Always anticipate the customer's needs -- Whenever you can, offer the customer options -- Inform the customer when you have gone out of your way for them -- Manage by wandering around -- Know why customers are unhappy with your organization -- Honor customer complaints -- Do just a little bit extra for each customer -- Take an employee to lunch -- Are you friendly? -- Think like a customer -- Four things customers want -- Manage from the heart -- The four steps to recovery -- Happy employees create happy customers -- Hold grapevine sessions -- Stay calm with a difficult customer -- A dilemma -- Create a human level database -- Use selective agreement -- Use an objective measurement to communicate the seriousness of the situation! -- Celebrate any good news you can find -- Have a "thank your customers day" -- Have a "thank your internal customers day" -- Add a personal signature to your work -- Conclusion: you have a choice!.

ISBN: 0071484213 (alk. paper)

LCCN: 2006036390

Nat. Bib. No.: GBA711636bnbSubjects--Topical Terms:

793216
Customer loyalty.
Index Terms--Genre/Form:

554714
Electronic books.

LC Class. No.: HF5415.5 / .G548 2007

Dewey Class. No.: 658.8/12

Care packages for your customers = an idea a week to enhance customer service /
LDR:03218cam a2200253 i 4500 001 1118580
006 m d
007 cr nn muauu
008 240314s2007 nyua s 001 0 eng
010 $a 2006036390
015 $a GBA711636 $2 bnb
020 $a 0071484213 (alk. paper)
020 $a 9780071484213 (alk. paper)
020 $a 9780071509480
035 $a (OCoLC)ocm74987943
035 $a (OCoLC)74987943
040 $a DLC $c DLC $d YDX $d BAKER $d BTCTA $d UKM $d YDXCP $d DLC
041 0 $a eng
050 0 0 $a HF5415.5 $b .G548 2007
082 0 0 $a 658.8/12 $2 22
100 1 $a Glanz, Barbara A. $3 1432948
245 1 0 $a Care packages for your customers $h [electronic resource] : $b an idea a week to enhance customer service / $c Barbara A. Glanz.
260 $a New York : $b McGraw-Hill, $c c2007.
300 $a xxi, 201 p. : $b ill.
505 0 $a Self assessment--How well are you currently doing in building customer loyalty? -- Weekly ideas -- Determine the lifetime value of a customer -- Remember the two levels of every interaction -- Don't take a customer's anger personally -- Surprise co-workers and internal customers with anonymous gifts -- Remember that everyone sees the world differently -- Value employees as "whole" persons -- Listen with your heart -- Reframe how you view mis-takes in your organization, Part one -- Reframe how you view mis-takes in your organization, Part two -- Decorate your cubicle or workspace with things that remind you of giving good service -- Celebrate the gift of life! -- Remember the concept of the emotional bank account, Part one -- Remember the concept of the emotional bank account, Part two -- Decorate hallways and walls with inspirational quotations and graphics -- Hold focus groups, Part one -- Hold focus groups, Part two -- Give yourself a hand -- Five loyalty builders -- Celebrate small wins -- Brainstorm ways you can enhance your customer's experience, Part one -- Brainstorm ways you can enhance your customer's experience, Part two -- Brainstorm ways you can enhance your customer's experience, Part three -- Focus on what you can do -- Have fun with stories -- You don't learn anything with your mouth open -- Beautiful people don't just happen -- Work on a community project -- Every customer is a gift -- Always anticipate the customer's needs -- Whenever you can, offer the customer options -- Inform the customer when you have gone out of your way for them -- Manage by wandering around -- Know why customers are unhappy with your organization -- Honor customer complaints -- Do just a little bit extra for each customer -- Take an employee to lunch -- Are you friendly? -- Think like a customer -- Four things customers want -- Manage from the heart -- The four steps to recovery -- Happy employees create happy customers -- Hold grapevine sessions -- Stay calm with a difficult customer -- A dilemma -- Create a human level database -- Use selective agreement -- Use an objective measurement to communicate the seriousness of the situation! -- Celebrate any good news you can find -- Have a "thank your customers day" -- Have a "thank your internal customers day" -- Add a personal signature to your work -- Conclusion: you have a choice!.
650 0 $a Customer loyalty. $3 793216
650 0 $a Customer services. $3 568463
650 0 $a Customer relations. $3 560399
655 7 $a Electronic books. $2 local $3 554714
856 4 $u https://lb30.libraryandbook.net/Book_detial/EB978007148421301 $z Click for full text (McGrawHill)