"Customer service has been central to Dell's success - this book is
packed with practical techniques and proven insights for improving
performance." - Michael Dell, CEO, Dell When You Get This One Thing
Right You'll Literally Obliterate The Competition...How you treat
your customers and what you do to keep them coming back for more
will have the biggest impact on your bottom line. Get the service
right and you'll benefit from lower future sales costs and
increased market share as the 'good word' spreads. Get it wrong
though and you can kiss goodbye to future business success as ever
more sophisticated and demanding customers take their money
elsewhere. With this in mind 'Bare Knuckle' persuasion expert Simon
Hazeldine has joined forces with savvy customer service veteran
Chris Norton to show you how to transform your organisation into a
world beating customer led cash machine. Drawing on their own
hard-won experience and modeling the best customer service
principles today, Simon and Chris strip customer service back to
the bone giving you the essential tools you really need to become
your customers' true champion. Inside you will learn...* How To
Find Out What Your Customers Really Want * The Right Way To Build A
Customer Service Culture * How To Implement A Customer Service
Strategy * The Bare Knuckle Customer Service Model * How To Benefit
From Customer Complaints * What Customer Relationship Management
Really Does * How To Set Up & Run A World Class Call Centre *
The 5 Most Stupid Things To Say To A Customer * ...and much more
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