9781932531916

Customer Service from the Inside Out Made Easy

by
  • ISBN13:

    9781932531916

  • ISBN10:

    1932531912

  • Edition: 1st
  • Format: Paperback
  • Copyright: 2/22/2006
  • Publisher: Entrepreneur Press

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Summary

Make your business a hot spot Most towns have one--a legendary local business that consistently attracts people from miles around. It's the place that the locals proudly bring visiting relatives and friends to, the place that's always jumping with turbocharged workers and lines of delighted customers, even while nearby competitors are struggling just to stay in business. It's a "flashpoint" business: one where employee and customer excitement catch fire and fuel each other. Want to turn your business into a flashpoint business? This book will teach you exactly how to ignite the spark. Motivate employees to go the extra mile for customers Encourage employees to brainstorm and implement their own innovative customer service ideas Make positive customer feedback a powerful antidote to employee apathy Use "time-release motivators" to sustain the excitement Follow this book's simple yet powerful formula to create a more customer-focused culture--and gain the competitive upper hand.

Author Biography

Paul Levesque is an author, seminar leader, and public speaker with more than 20 years' experience as an international customer-focus consultant.

Table of Contents

Foreword xiii
Gerard Lupacchino
Introduction xvii
Why Outside In Is Upside Down xix
When Enthusiasm Catches Fire xxi
Acknowledgments xxiii
The Flashpoint Effect
1(17)
Aspirational Fields
6(1)
Cultural Makeovers
7(1)
The Spirit of Volunteerism
8(3)
Profound Lessons from Mr. Potato Head
11(2)
When Customer Delight Becomes a Worthy Cause
13(5)
An End to Employee Cynicism
18(18)
Profound Lessons from Mickey and Goofy
21(4)
The Perception of Value
25(4)
Caution: Now Entering a Cynicism-Free Zone
29(7)
CFP: Turning Customer Focus into a Process
36(13)
Driving Blind
37(2)
Vision Regained
39(2)
Gift Giving Once Removed
41(1)
First Process Element: Employee Involvement
42(1)
Second Process Element: Employee Aid
43(3)
Third Process Element: Customer Feedback
46(1)
Fourth Process Element: Employee Motivation
47(2)
The Competitive Advantage Breakthrough
49(13)
Resolving the Profit Paradox
49(2)
Sins of No Mission
51(2)
The Advantages of Competitive Advantage
53(2)
Too Many Maps, Too Few Compasses
55(2)
The Declaration of Interdependence
57(2)
The Unbeatable Combination
59(3)
Selling Wows for Fun and Profit
62(13)
CFP FAQ
64(4)
Are We Having Fun Yet?
68(2)
Three Customer Focus Principles
70(1)
No Stones of Delight Left Unturned
70(2)
The Migratory Patterns of Third-Ring Differentiators
72(3)
CFP1: Exceeding Expectations at Every Turn
75(12)
CFP Brainstorming: The Nitty-Gritty
75(3)
Idea Generators
78(2)
The Transaction Sequence
80(2)
Brainstorming, Round One
82(1)
Silence Is Golden
83(1)
Painting Word Pictures
84(1)
Checking for ``Rememberability''
85(2)
The Most Violated Principle
87(12)
Bad Signs
88(2)
Who's the Music For?
90(3)
The Fortress Mentality
93(2)
How Small-Business Davids Can Conquer Corporate Goliaths
95(4)
CFP2: Making Customers Feel Important
99(9)
Digging Deeper for Buried Treasure
99(2)
Building Bridges
101(2)
The Personal Touch
103(1)
Low-Cost and No-Cost Customer Delight
104(1)
Dealing with Cultural Sore Spots
105(1)
Teacherless Learning
106(2)
Sharpening Focus to the Max
108(9)
One Size Doesn't Fit All
109(2)
Pebbles on a Scale
111(1)
Overlap in Overdrive
112(1)
The Function of the Gift Card
113(1)
When Things Given Feel More Like Things Taken Away
114(3)
CFP3: Tailoring the Experience to Fit the Customer
117(14)
A Clean Slate
117(1)
Increasing the Magnification
118(1)
The Most Precious Stones Are the Rarest
119(1)
Customer Categories
120(2)
Category-Specific Expectations
122(2)
The Big Finish
124(2)
Turning Ideas into Implementation Initiatives
126(3)
The Implementation Log
129(2)
Time-Release Motivators
131(12)
Bowling in the Dark
131(3)
Abolishing Snoopervision
134(2)
A Touch of Misdirection
136(1)
Cause for Celebration
137(4)
Sessions in Succession
141(2)
Sustaining Focus over the Long Term
143(8)
The Cure for Shortsightedness
143(1)
Focus Groups
144(1)
Slaying Dragons
145(1)
Hiring for a Cultural Fit
146(1)
A Gift to Build a Dream On
147(4)
Appendix: Flashpoint Factors Implementation Workbook
151(74)
Part A. Flashpoint Factor 1: Leadership
153(13)
Part B. Flashpoint Factor 2: Internal Communication
166(13)
Part C. Flashpoint Factor 3: Customer Delight
179(12)
Part D. Flashpoint Factor 4: Measurement
191(12)
Part E. Flashpoint Factor 5: Recognition
203(12)
Part F. Flashpoint Factor 6: Operations
215(10)
Index 225

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