MARC Record from harvard_bibliographic_metadata

LEADER: 03300cam a2200325 a 4500
001 010684367-2
005 20070725105713.0
008 061030s2007 nyua 001 0 eng
010 $a 2006036390
015 $aGBA711636$2bnb
016 7 $a013672016$2Uk
020 $a0071484213 (alk. paper)
020 $a9780071484213 (alk. paper)
035 0 $aocm74987943
040 $aDLC$cDLC$dYDX$dBAKER$dBTCTA$dUKM$dYDXCP$dQBX
050 00 $aHF5415.5$b.G548 2007
082 00 $a658.8/12$222
100 1 $aGlanz, Barbara A.
245 10 $aCare packages for your customers :$ban idea a week to enhance customer service /$cBarbara A. Glanz.
260 $aNew York :$bMcGraw-Hill,$cc2007.
300 $axxi, 201 p. :$bill. ;$c21 cm.
500 $aIncludes index.
505 0 $aSelf assessment--How well are you currently doing in building customer loyalty? -- Weekly ideas -- Determine the lifetime value of a customer -- Remember the two levels of every interaction -- Don't take a customer's anger personally -- Surprise co-workers and internal customers with anonymous gifts -- Remember that everyone sees the world differently -- Value employees as "whole" persons -- Listen with your heart -- Reframe how you view mis-takes in your organization, Part one -- Reframe how you view mis-takes in your organization, Part two -- Decorate your cubicle or workspace with things that remind you of giving good service -- Celebrate the gift of life! -- Remember the concept of the emotional bank account, Part one -- Remember the concept of the emotional bank account, Part two -- Decorate hallways and walls with inspirational quotations and graphics -- Hold focus groups, Part one -- Hold focus groups, Part two -- Give yourself a hand -- Five loyalty builders --
505 0 $aCelebrate small wins -- Brainstorm ways you can enhance your customer's experience, Part one -- Brainstorm ways you can enhance your customer's experience, Part two -- Brainstorm ways you can enhance your customer's experience, Part three -- Focus on what you can do -- Have fun with stories -- You don't learn anything with your mouth open -- Beautiful people don't just happen -- Work on a community project -- Every customer is a gift -- Always anticipate the customer's needs -- Whenever you can, offer the customer options -- Inform the customer when you have gone out of your way for them -- Manage by wandering around -- Know why customers are unhappy with your organization -- Honor customer complaints -- Do just a little bit extra for each customer -- Take an employee to lunch -- Are you friendly? -- Think like a customer -- Four things customers want -- Manage from the heart -- The four steps to recovery -- Happy employees create happy customers -- Hold grapevine sessions --
505 0 $aStay calm with a difficult customer -- A dilemma -- Create a human level database -- Use selective agreement -- Use an objective measurement to communicate the seriousness of the situation! -- Celebrate any good news you can find -- Have a "thank your customers day" -- Have a "thank your internal customers day" -- Add a personal signature to your work -- Conclusion: you have a choice!
650 0 $aCustomer loyalty.
650 0 $aCustomer services.
650 0 $aCustomer relations.
988 $a20070725
906 $0DLC