MARC Record from marc_overdrive

LEADER: 03024nam 2200253Ka 4500
008 000000s2009 nyu s 000 0 eng d
040 $aTEFOD$cTEFOD
006 m d
007 cr cn---------
020 $a9780307567314 (electronic bk. : Adobe Digital Editions)
037 $bOverDrive, Inc.$nhttp://www.overdrive.com
100 1 $aSewell, Carl $q(Carl Sewell).
245 10 $aCustomers For Life$h[electronic resource].
260 $aNew York :$bBroadway Books,$c2009.
500 $aTitle from eBook information screen.
520 $aIn this completely revised and updated edition of the customer service classic (more than 600,000 copies sold), Carl Sewell enhances his time-tested advice with fresh ideas and new examples and explains how the groundbreaking "Ten Commandments of Customer Service" apply to today's world.Drawing on his incredible success in transforming his Dallas Cadillac dealership into the second largest in America, Carl Sewell revealed the secret of getting customers to return again and again in the original Customers for Life. A lively, down-to-earth narrative, it set the standard for customer service excellence and became a perennial bestseller. Building on that solid foundation, this expanded edition features five completely new chapters, as well as significant additions to the original material, based on the lessons Sewell has learned over the last ten years. Sewell focuses on the expectations and demands of contemporary consumers and employees, showing that businesses can remain committed to quality service in the fast-paced new millennium by sticking to his time-proven approach: Figure out what customers want and make sure they get it. His "Ten Commandants" provide the essential guidelines, including:- Underpromise, overdeliver: Never disappoint your customers by charging them more than they planned. Always beat your estimate or throw in an extra service free of charge- No complaints? Something's wrong: If you never ask your customers what else they want, how are you going to give it to them?- Measure everything: Telling your employees to do their best won't work if you don't know how they can improve - Borrow, borrow, borrow: Sewell, for example, learned about hospitality from Japanese culture, cleanliness from Disney, and politeness from his mother.From the Trade Paperback edition.
533 $aElectronic reproduction.$bNew York :$cBroadway Books,$d2009.$nRequires Adobe Digital Editions (file size: 2854 KB).
538 $aRequires Adobe Digital Editions (file size: 2854 KB).
653 #0 $aBusiness
653 #0 $aNonfiction
655 7 $aElectronic books.$2local
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