How to Kiss and Keep Your Customers

Everyone knows what it's like to be ignored in a store, to unpack a dodgy product or to wait hours on the phone for a service you should expect as a matter of course. Everyone in business knows that a positive customer experience is an important part of running a successful business. What most of us struggle with is how to translate this knowledge into action. This book is filled with tips to make your business number one in customer service and customer satisfaction. The 94 tips presented here all sound like common sense...once you know them they are straightforward to implement...if you have the courage of your convictions. One flick through this book and you should realize that you only have to stand back and look at your business to: win the customer's trust through treating them as an ally; learn the secrets of maintaining a positive attitude; discover the secret of building a successful sales team; and find out how feedback can win your staff's loyalty for life.
In this second edition, Doug Malouf reminds you that customer service is not about impressing people with gadgets and wizardry, it is about the relationships you form and the way you leave your customers feeling - a timely message in an era of global networks and flashy marketing.