The Customer Signs Your Paycheck
- 1h 31m
- Frank Cooper
- McGraw-Hill
- 2010
Customer loyalty is becoming harder to establish and just as difficult to maintain. This is truer than ever in today’s hyperdigital world, where a single customer venting his or her dissatisfaction on a blog or social network can amass an army of anti-you activists—and send your business spiraling.
The Customer Signs Your Paycheck reveals the secret to ensuring customer contentment during every interaction. Inside, Frank Cooper examines the elements at the heart of quality customer service, which begin with self awareness and confidence. You’ll learn:
- The 10 commandments for customer relations
- Eight habits to help you get ahead
- The easiest way to handle customer complaints
- A simple method for remembering names
You’ll immediately take note of dramatic changes in the way you deal with difficult personalities, customer complaints, and other challenges that come with the territory. Why drive customers to the competition? It really is easy to provide superb service, even when dealing with today’s highly empowered and demanding customer.
About the Author
Frank Cooper Frank Cooper is the author of How to Grow a Profitable Business and has been running his own speaking and consulting business for more than 35 years. He resides in Washington State.
In this Book
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Poise and Confidence in Customer Relations
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You Are a Customer, Too
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Attitudes that Help You Get Ahead
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The Customer Is Never an Interruption
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Greet Every Customer with a Friendly Smile
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Call Customers by Name
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Remember, You Are the Company
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Never Argue with a Customer
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Never Say “I Don’t Know”
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The Customer Pays Your Wages
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State Things in a Positive Way
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Brighten Every Customer’s Day
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Always Go the Extra Mile
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The Customer Service Scale
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How to Handle Customer Complaints
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Customer Pet Peeves and How to Avoid Them
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Customer Relations on the Telephone
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Understanding Human Nature
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Four Customer Personality Types
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Three Roles Customers Play
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How Customers View Themselves
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Selling Makes the Job More Fun
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The ABCs of Successful Selling
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Upselling and Cross-Selling
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Ten Commandments for Successful Selling
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Key Concepts
