Learn how to cultivate the most incredible customer experiences on
earth through this essential guide by Colin Cowie, distinguished
purveyor of unforgettable "wow" events for the world's most
demanding clients. If you're searching for ways to ensure your
customers walk away from your company with a smile on their face
and a plan to return, you found it. And any business organization
can adapt the tools and techniques in this book. Colin Cowie, one
of the world's most sought-after event planners, shares the
hard-won and hard-nosed advice he has learned through entertaining
and engaging stories and examples. He gives readers the
indisputable blueprint for creating a customer-service culture that
anyone can tailor to their own needs, whether you're a shopkeeper,
corporate marketing director, or budding event planner. Upon coming
to the United States from South Africa with $400 in his pocket,
Colin built his highly successful catering and event-planning
business from the ground up to become event planner to the most
respected tastemakers and personalities in the world-including
Oprah Winfrey, Jennifer Lopez, Ryan Seacrest, and Kim Kardashian,
to name a few. In this book, you will: Learn how to formulate your
own vision, mission statements, and guiding principles, and
effectively communicate them to your team. Learn how you can align
your vision with your essential mission statement. Discover the
core values, including service and accountability, that fuel
Colin's customer-care ethos, and how you can apply those values to
your own business. Have a renewed understanding of how vitally
important it is that you take good care of the people who work for
you so they, in turn, can care for your customers. Become armed to
inspire and empower your team. Be guided to create your own "bible"
of scripts, protocols, and procedures that will streamline
customer-care situations while making every customer feel like
their individual desires are being taken care of. Learn how to use
every complaint as an opportunity, as well as why you should be
more afraid of a client who doesn't complain when something goes
wrong versus one who does.
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