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If the Customer's the Copilot, You're in the Wrong Seat

Autor Brian Samuel Dennis Editat de Barbara Munson
en Limba Engleză Paperback – 19 sep 2016
Do you wonder why some companies provide good customer service while others fail? Are you an associate that delivers consistently amazing service, but others around you could care less? Or are you a leader that is passionate about your customers and want to engage them in new and more innovative ways? Well, this book is for you. In his new book, If the Customer's the Copilot, You're in the Wrong Seat., Brian Dennis shares his insights from more than 2 decades of studying, working alongside and learning from those that deliver exceptional customer experiences. It includes numerous strategies and techniques on how to deliver winning customer service. In fact, with the information Brian provides in this book, you will see how to easily transform your team into a customer service powerhouse. He strips what are sometimes viewed as perplexing ideas down to their essence, while providing real-world practical examples that make the points he outlines even more memorable. His book mirrors his keynote speeches which are high energy, filled with relevant stories that his readers will remember and include examples that turn the complicated into understandable customer service lessons. In this book you will learn · How-to create a service culture that is engaged, energized and passionate about the customer experience. · Strategies that will guide your internal team to deliver amazing support to your external customers. · How-to change unsatisfied or even satisfied customers into raving fans · From real world companies that deliver elevated levels of customer service and understand how they succeed at it. · And you will be given a listing of 101 tips, tricks and lessons that can be referenced over and over again. By combining the advice contained in his book with a genuine willingness to learn, anyone from a cashier level associate to the CEO and everyone in-between can deliver a customer experience that is memorable and drives repeated loyalty --- and sales! Brian learned early on what great customer service look's like when he sold seed packets at the tender age of 6 and his first customer wanted their money back when they didn't grow. He refunded the 10 cents and the following year that customer bought his entire catalog. Little has changed since those early days as he took that same customer passion and applied it to his career in Fortune 200 companies. Brian understands how to deliver a strategy to position an individual or business to succeed in the customer service arena as few others can.
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Specificații

ISBN-13: 9780997675108
ISBN-10: 0997675101
Pagini: 180
Dimensiuni: 152 x 229 x 10 mm
Greutate: 0.25 kg
Editura: Servicewerkz

Notă biografică

Brian Dennis is recognized internationally as an industry expert, award winning keynote speaker, panelist and key contributor on the integration of 'simplifying' the customer experience. He has delivered keynotes to attendees that represent over 200 of the Fortune 500 companies in 11 countries. Brian serves on the Board of Directors for the Fisher House of Milwaukee (5% of his book's profits go to this organization). The Fisher House provides a "home away from home" for military and veterans' families. In addition, he was appointed to the CX University Excellence Board and also serves on their thought leader / teaching faculty with some of the most innovative minds in the CX field. He learned early on what great customer service look's like when he sold seed packets at the tender age of 6 and his first customer wanted their money back when they didn't grow. He refunded the 10 cents and the following year that customer bought his entire catalog.