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Zusammenfassung Your prices can be beat. Your product can be improved upon. Your service is provided by others. But one key aspect about your company that cannot be duplicated or outdone is the unique, outstanding customer service experience that you continually provide for your customers. In Win the Customer, companies can learn practical, powerful techniques for energizing the way they interact with the people who drive their business, distinguishing themselves from the competition by providing their customers with something truly special. Author and vice president of operations Flavio Martin, named by the Huffington Post as a “most influential social customer service pro,” fills his invaluable guide with examples and inspiration in order to show readers how to:• Align the business around a customer service mission• Make every employee a customer service agent• Create an environment in which exceptional service experiences can happen• Humanize customer service, virtually and in person• Empower employees to find innovative solutions• All the random acts of WOW--they’re often the most memorable• And much moreProducts and prices can only get you in the door with new customers. But exceptional customer service will keep them lifelong fans. Win the Customer is your guidebook for building your fan base! Inhaltsverzeichnis CONTENTS Introduction ix Rule 1 Be Prepared to Break Traditional Rules 1 Rule 2 Create the Right Culture for Service 5 Rule 3 Learn How to Update Your Customer 9 Rule 4 Serve People, Not Shareholders 12 Rule 5 Put the Right People in the Right Place at the Right Time Doing the Right Thing 15 Rule 6 Learn Something New Every Day 19 Rule 7 Compete Only Against Yourself 22 Rule 8 Stop Overthinking Customer Service 25 Rule 9 Ask Yourself These Two Critical Questions Every Day 28 Rule 10 Find a Way to Say Yes Even When the Answer Is No 30 Rule 11 Love Your Critics 34 Rule 12 Create Your Dos and Don'ts of Service 38 Rule 13 Exploit Your Customer's Pain Points, but Never Exploit Your Customers 41 Rule 14 Don't Be Zappos to Your Jack Welch Customers 47 Rule 15 Make Your Customer Service a Human Interaction 50 Rule 16 Micromanage Every Day 53 Rule 17 Do Customer Service on Day One of the Job 57 Rule 18 Be the Worst on Your Team 61 Rule 19 Forget the Golden Rule 64 Rule 20 Map a Clear Journey to Great Customer Service 66 Rule 21 Do a 60-Second Customer Experience Evaluation 69 Rule 22 Develop 20/20 Vision for Exceptional Customer Service 73 Rule 23 Accept That You Can't Please Everyone 76 Rule 24 See Yourself as a Customer Service Leader 79 Rule 25 Use Positive Words to Win Customers 82 Rule 26 Learn to Deal with Fulfillment Problems 85 Rule 27 Repeat, Repeat, Repeat, and Then Repeat Again, with Purpose 88 Rule 28 Eliminate Three Words from Your Vocabulary 91 Rule 29 Be Lovable to Your Customers 93 Rule 30 Cure Yourself of the "Between 11 and 5” Syndrome 96 Rule 31 Don't Rush Technology to Fix Service Problems 99 Rule 32 Embrace Your Service Imperfections 101 Rule 33 Customers Are Not Always Right, but They Are Always Customers 104 Rule 34 Change How You Think About Customer Service 107 Rule 35 Really Get to Know Your Customers 110 Rule 36 Teach Your People to Engage with Customers 113 Rule 37 Create a Manifesto for Service 116 Rule 38 Take Care of Employees so They'll Take Care of Customers 119 Rule 39 Make Data-Driven Customer Decisions and Take People-Centric Action 122 Rule 40 Customer Experience Is More Important than Advertising 125 Rule 41 Make Consistency a Critical Customer Metric 128 Rule 42 Make Sure Your People Take Care of Themselves 131 Rule 43 Dispel Customers' Fear of Customer Service 135 Rule 44 Learn How to Earn Your...
