Willie's Way

by Phillip Van Hooser

• ISBN13: 9780471748076
• ISBN10: 0471748072
• Format: Hardcover
• Copyright: 2005-09-01
• Publisher: Wiley

Summary

Praise for Willie's Way:"Willie's Way is a fascinating compilation of real-life customer service stories that actually make a difference. It's about building your brand one customer at a time. Read how enthusiasm, confidence, and sincerity can impact your customers, grow revenues, and impact your bottom line. This is the best book I've read on customer service in a long time." -Joe Scarlett Chairman of the Board Tractor Supply Company"Wow! Willie's Way is simply infectious. Every reader is sure to find the six secrets to be very practical. In fact, they leave us without excuse. Without a doubt, Willie's Way has the power to transform an organization from one delivering mediocre customer service to one performing at the top." -Chris Strippelhoff Vice President-Member Services Municipal Gas Authority of Georgia"Van Hooser absolutely hit the bull's-eye with an outstanding instruction manual about the keys to extraordinary customer service. I have no doubt that companies and customer service professionals across virtually every industry will find value and fresh new insights in the pages of this brilliantly written gem." -Richard G. Kelley Director of Sales Training, North America Axcan Pharma, Inc.

Author Biography

PHILLIP VAN HOOSER, MBA, CSP, has been speaking professionally on leadership and service professionalism since 1988. A former Fortune 500 manager, he delivers about 100 keynote presentations and training sessions each year for corporations and professional associations throughout North America and beyond. He also currently serves on the Board of Directors for the National Speakers Association.

Table of Contents

Acknowledgements.

Introduction: Make the Ordinary Extraordinary.

Secret #1. Acknowledge Your Customers Immediately.

Secret # 2. Redefine Your Routine Activities.

Secret # 3. Give Customers Your Undivided Attention.

Secret # 4. Listen, Think and Use Common Sense.

Secret # 5. Bend the Rules, Sometimes.

Secret # 6. Make the last Few Seconds Count.

Conclusion: The Magic of Service Professionalism.

About the Author.