In this completely revised and updated edition of the customer service classic (more than 600, 000 copies sold), Carl Sewell enhances his time-tested advice with fresh ideas and new examples and explains how the groundbreaking aTen Commandments of Customer Servicea apply to todayas world. Drawing on his incredible success in transforming his Dallas Cadillac dealership into the second largest in America, Carl Sewell revealed the secret of getting customers to return again and again in the original Customers for Life. A lively, down-to-earth narrative, it set the standard for customer service excellence and became a perennial bestseller. Building on that solid foundation, this expanded edition features five completely new chapters, as well as significant additions to the original material, based on the lessons Sewell has learned over the last ten years. Sewell focuses on the expectations and demands of contemporary consumers and employees, showing that businesses can remain committed to quality service in the fast-paced new millennium by sticking to his time-proven approach: Figure out what customers want and make sure they get it. His aTen Commandantsa provide the essential guidelines, including: ac Underpromise, overdeliver: Never disappoint your customers by charging them more than they planned. Always beat your estimate or throw in an extra service free of charge ac No complaints? Somethingas wrong: If you never ask your customers what else they want, how are you going to give it to them? ac Measure everything: Telling your employees to do their best wonat work if you donat know how they can improve ac Borrow, borrow, borrow: Sewell, for example, learned about hospitality from Japanese culture, cleanliness from Disney, and politeness from his mother.Building on that solid foundation, this expanded edition features five completely new chapters, as well as significant additions to the original material, based on the lessons Sewell has learned over the last ten years.
|Title||:||Customers for Life|
|Author||:||Carl Sewell, Paul B. Brown|
|Publisher||:||Crown Business - 2009-07-01|