55 Steps to Outrageous Service
Outrageous Service Principles to Better Serve Your Customers
Published on 1. July 2014
188 pages
978-1-935166-21-4 (ISBN)
Description
Handbook for managers and leaders in business and orginazations who seek to enhance customer or client experience.
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Greg Hatcher
55 Steps to Outrageous Service
Outrageous Service Principles to Better Serve Your Customers
Book
05/2011
Parkhurst Brothers Publishers Inc
€33.76
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Content
- Intro
- Contents
- Part One: "Outrageous Service" Philosophies
- 1. Just Win the Damn Ballgame
- 2. The Definition of "Outrageous Service
- 3. The History of The Hatcher Agency
- 4. Outrageous Work ours (24 Hours a Day, of Course)
- 5. Tell People What ou Are Going To Do, and Then Do It (It ain't braggin' if you can back it up.)
- 6. On Your Worst Day You Must Still Be Very Good
- 7. The Hatcher Agency Employee Job Description
- 8. Brianwash Yourself on the Way to Work
- 9. There is No Off Switch on a Tiger!
- 10. Our Attitude is the Difference
- 11. "Outrageous Service" Means Saying No, Too
- 12. If I Were a Car Salesman, I Would Sell Cadillacs
- 13. Honesty is the Best Policy
- 14. Swim Upstream
- Part Two: "Outrageous Service" Tools
- 15. A Two-Dollar Bill for a One Percent Improvement
- 16. Five "Thank You" Notes per Week
- 17. Donuts in the Morning
- Cookies in the Afternoon
- 18. Holiday Cards
- 19. Progress Notes
- 20. Everybody Loves a T-shirt
- 21. Voice Mail by Request Only
- 22. We Deliver
- 23. The Enrollment Van
- 24. Goodwill Calls
- 25. Expressions of Sympathy
- 26. The Blue Sheet
- 27. Employee Birthdays and Annviersaries
- 28. Fax Updates
- 29. A Dictation Unit is a Must
- 30. Birthday Cards
- Part Three: "Outrageous Service" Ideas
- 31. You Cannot Deliver "Outrageous Service" with High Turnover
- 32. You Have Made a Mistake That Hurts A Customer . . . Now What?
- 33. Administrative Bonuses for All Employees
- 34. Staff Meeting at 7:00 a.m.
- 35. Hatcher Time (The Hatcher Agency On-Time Rules)
- 36. Be a List Maker
- 37. Write It Down
- 38. How About a Personal Coach?
- 39. Seek First to Understand . . . Then to be Understood
- Part Four: "Outrageous Service" Equals Outrageous Sales
- 40. Incentives Must Be Service-Based to Ensure Great Service
- 41. The Dan Gable Story
- 42. "Outrageous Service" Will Get You Referrals
- 43. You Can Have Everything in Life You Want. . .
- 44. Fax Information on Your Company Prior to the Appointment
- 45. Be a Community Volunteer
- 46. Become the Best at What You Do and You Will Never Have to Prospect Again
- 47. Cross Training
- Part Five: Outrageous Education and Training
- 48. Fringe and Intangible Benefits Can Lower Turnover and Improve Service
- 49. Yes, We Have a Full-Time Trainer
- 50. All Employees go to Insurance School
- 51. Videotape Training Sessions and Give Exams
- 52. Read a Book a Month
- 53. Speaker of the Month
- Part Six: Some Final Thoughts
- 54. Don't Be Afraid to Fail
- 55. Swing for the Fences
