Care Packages for Your Customers An Idea a Week to Enhance Customer Service

by Glanz, Barbara

• ISBN13: 9780071484213
• ISBN10: 0071484213
• Edition: 1st
• Format: Paperback
• Copyright: 2007-04-12
• Publisher: McGraw-Hill Education

Summary

Customer service is the number one concern among managers and business owners Building on CARE Packages for the Workplace, this user-friendly guide puts ideas into action with 52 step-by-step plans for pleasing customers Glanz is a Certified Speaking Professional for the National Speaker's Association; she speaks more than 60 times a year throughout the world and has spoken on all seven continents Glanz's clients include 3M, American Express, PB, Southwest Airlines, SYSCO, IBM, and Hilton

Author Biography

Barbara Glanz, C.S.P., is known as “the business speaker who speaks to your heart as well as your head.” Featured on television, on radio, and in print, she gives frequent presentations at conferences and leading organizations worldwide. The author of six bestselling business how-to books, Glanz is an expert in helping companies improve morale, retention, and service.

Table of Contents

Acknowledgments	p. xi
The Clerk With The Smirk	p. xiii
Preface	p. xvii
Introduction: Self Assessment-How Well Are You Currently Doing in Building Customer Loyalty?	p. 1
Weekly Ideas	p. 9
Determine the Lifetime Value of a Customer	p. 11
Remember the Two Levels of Every Interaction	p. 14
Don't Take a Customer's Anger Personally	p. 18
Surprise Coworkers and Internal Customers with Anonymous Gifts	p. 21
Remember That Everyone Sees the World Differently	p. 24
Value Employees as "Whole" Persons	p. 28
Listen with Your Heart	p. 32
Reframe How You View Mis-Takes in Your Organization, Part One	p. 35
Reframe How You View Mis-Takes in Your Organization, Part Two	p. 38
Decorate Your Cubicle or Workspace with Things That Remind You of Giving Good Service	p. 41
Celebrate the Gift of Life!	p. 44
Remember the Concept of the Emotional Bank Account, Part One	p. 48
Remember the Concept of the Emotional Bank Account, Part Two	p. 52
Decorate Hallways and Walls with Inspirational Quotations and Graphics	p. 55
Hold Focus Groups, Part One	p. 60
Hold Focus Groups, Part Two	p. 63
Give Yourself a Hand!	p. 66
Five Loyalty Builders	p. 69
Celebrate Small Wins	p. 72
Brainstorm Ways You Can Enhance Your Customer's Experience, Part One	p. 75
Brainstorm Ways You Can Enhance Your Customer's Experience, Part Two	p. 78
Brainstorm Ways You Can Enhance Your Customer's Experience, Part Three	p. 83
Focus on What You Can Do	p. 88
Have Fun with Stories	p. 91
You Don't Learn Anything with Your Mouth Open	p. 94
Beautiful People Don't Just Happen	p. 97
Work on a Community Project	p. 102
"Every Customer Is a Gift"	p. 106
Always Anticipate the Customers' Needs	p. 109
Whenever You Can, Offer the Customers Options	p. 112
Inform the Customers When You Have Gone Out of Your Way for Them	p. 116
Manage by Wandering Around	p. 120
Know Why Customers Are Unhappy with Your Organization	p. 124
Honor Customer Complaints	p. 127
Do Just a Little Bit Extra for Each Customer	p. 130
Take an Internal Customer to Lunch	p. 133
Are You Friendly?	p. 136
Think Like a Customer	p. 139
Four Things Customers Want	p. 142
Manage from the Heart	p. 145
The Four Steps of Recovery	p. 149
Happy Employees Create Happy Customers	p. 152
Hold Grapevine Sessions	p. 155
Stay Calm with a Difficult Customer	p. 158
A Dilemma to Discuss	p. 161
Create a Human-Level Database	p. 163
Use Selective Agreement	p. 166
Use an Objective Measurement to Communicate the Seriousness of the Situation	p. 169
Celebrate Any Good News You Can Find!	p. 172
Have a Thank Your Customers Day	p. 175
Have a Thank Your Internal Customers Day	p. 179
Add Your Personal Signature to Your Work	p. 183
Conclusion: You Have a Choice!	p. 189
Index	p. 193
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