Delighting your customers [electronic resource] : Delivering excellent customer service...without breaking the bank

ISBN:

9781408163313

Title:

Author:

Owton, Avril.

Personal Author:

Owton, Avril.

Publication Information:

London : Bloomsbury Publishing, 2011.

Physical Description:

1 online resource (153 p.)

Series:

Business on a Shoestring

General Note:

Description based upon print version of record.

Contents:

Cover; Contents; Acknowledgements; Introduction; 1. Understanding your customers; 2. Creating a customer service strategy; 3. Making a positive impression; 4. Adding a personal touch; 5. Creativity at work; 6. Asking for feedback . . . and acting on it; 7. Learning from your competitors; 8. Delivering on your promises; 9. Handling customer complaints; 10. My formula for success; Index; A; B; C; D; E; F; G; H; I; K; L; M; N; O; P; Q; R; S; T; U; V; W

Subject Term:

Consumer satisfaction.

Creative ability in business.

Customer services -- Management.

Customer services.

Organizational change.

Organizational effectiveness.

Format:

Electronic Resources

Electronic Access:

Click here to view book

Publication Date:

2011

Publication Information:

London : Bloomsbury Publishing, 2011.

Available:*

Shelf Number	Material Type	Copy	Shelf Location	Status
658.812	1:E-BOOK	1	1:ON-DEMAND	Searching... Unknown

Bound With These Titles

On Order

Summary

The Business on a Shoestring series helps small business owners grow their business imaginatively, effectively and without spending a fortune. Aimed at entrepreneurs with plenty of vision and commitment but not a lot of cash, each book is packed with ideas that really work, real-life examples, step-by-step advice and sources of further information.

Your relationship with your customers is probably one of the most important you'll ever have. No business can survive without them, but reaching customers in the first place is a big challenge for small companies. This revised edition offers invaluable advice on: Understanding your customers, Asking for feedback... and learning from it, Creating a customer service strategy, Hiring the right people, Setting up and implementing complaint processes, Adding a personal touch. Being creative...But making sure you can deliver and Learning from your competitors.

'...brimming with customer service delights, covering everything from understanding your customers' expectations to handling their complaints.' Management Today

Author Notes

Avril may have danced her way to success with the Tiller Girls, but as a mother, hotelier, award-winning businesswoman and international speaker, she has demonstrated a true business personality and dynamic leadership. She is founder and organiser of a regional women's network; a regular speaker for national organisation, Everywoman; and an active member of the prestigious Institute of Directors.