Client centered service: how to keep them coming back for more
Saved in:
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
New York u.a.
Wiley
1990
|
| Edition: | 1. print. |
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Item Description: | Literaturangaben |
| Physical Description: | XIV, 290 S. graph. Darst. |
| ISBN: | 0471509698 |
Staff View
MARC
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| 245 | 1 | 0 | |a Client centered service |b how to keep them coming back for more |c David W. Cottle |
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| 264 | 1 | |a New York u.a. |b Wiley |c 1990 | |
| 300 | |a XIV, 290 S. |b graph. Darst. | ||
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| 500 | |a Literaturangaben | ||
| 650 | 4 | |a Consumer satisfaction | |
| 650 | 4 | |a Customer services | |
| 650 | 4 | |a Professions |x Marketing | |
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Record in the Search Index
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| adam_text | Contents
Introduction How to Get the Most out of This Book 1
I. CLIENT CENTERED SERVICE—THE KEY TO
CLIENT SATISFACTION 5
Chapter 1 Why Quality Pays Big Dividends 7
• The Life Cycle of Client Relations 8
• Why Clients Change Professional Firms 9
• Quality Doesn t Cost; It Pays 10
• Professional Panic 15
• The Service Quality Revolution 18
Chapter 2 What Is High Quality Service? 20
• The Traditional View of Quality 20
• The Clients View of Quality 21
• The Service Quality Equation—Your
Invisible Report Card from Your Clients 22
• The Missing Side of Quality 24
• The Key to Ensuring Quality Service 27
• How to Turn Customers into
Cheerleaders 29
Chapter 3 The Five Grades on Your Invisible
Report Card 31
x
Contents xj
• Reliability 33
• Assurance 34
• Tangibles 36
• Responsiveness 37
• Empathy 38
• How Well Do Most Businesses Score? 40
• Why Word of Mouth Advertising
Is So Powerful 41
Chapter 4 Smith Jones versus Ace Widgets —Why
Professional Firms Are Different 45
• How Services are Different 46
• Four Key Differences in
Professional Firms 51
• The Ace Widgets Customer Relationship 53
• The Smith Jones Client Relationship 54
• The Life Cycle of Client Relations 58
• The Moments of Truth 58
• The Service Parade 61
II. WHAT DO YOU WANT TO BE FAMOUS FOR? 67
Chapter 5 Positioning Your Firm in the Marketplace 69
• Market Position and Strategic Planning 70
• How to Develop a Distinctive Image or
Personality 74
• Putting It All Together 75
Chapter 6 What Do People Really Think of You? 80
• Find Out What Your Clients
Need and Want 80
• Why Bother? 82
• Implement a Feedback Program 85
• Survey Your Clients 92
• Use the Feedback You Receive 96
• Evaluate Frontline Personnel 97
• Measure Client Satisfaction 98
• Classify Responses 100
• Ask About Service Quality 101
• Ask About Personnel Performance 104
• Ask About Your Firm s Image 105
xii Contents
• Ask About Your Firm s Scope
of Services 107
• Ask for Comments 107
• Use the Cadillac, Supersophisticated
Approach 108
• Use Instructions and Statements
to Measure Client Expectations
and Perceptions 109
Chapter 7 What Business Are You In? 116
• The Service Life Cycle 116
• Implications for Your Firm s Culture 123
• Two Important Trends 125
• Marketing Tactics 127
• Marketing Structure 129
• Training 129
• The Client Centered Firm versus
the Resource Centered Firm 132
• What Should Your Business Be? 134
• The Mission Statement 135
Chapter 8 How to Stand Above the Crowd 140
• Type I Services 141
• Type II Services 142
• What Is Your Product? 144
• Those Little Extras 147
• Perception Is Reality and
Feelings Are Facts 149
Chapter 9 How to Project a High Quality Image 153
• Your Personal Image 155
• Your Firm s Image 158
III. HOW TO GET BETTER GRADES ON
YOUR INVISIBLE REPORT CARD 165
Chapter 10 Beware the Six Causes of Service Problems 167
• 1. Overlapping Production and
Consumption of Service 168
• 2. Inadequate Service to Intermediate
Customers 169
Contents xiii
• 3. Communication Shortfalls 170
• 4. View of Clients as Statistics 172
• 5. Short run View of the Business 173
• 6. Service Proliferation and Complexity 174
Chapter 11 How to Manage Your Moments of Truth 176
• Professional Relationships 176
• The Ten Commandments of
Good Business 179
Chapter 12 How to Manage Client Expectations
and Perceptions 183
• Find Out the Client Needs and Wants 183
• Manage Client Expectations 187
• Manage the Tangibles 195
Chapter 13 The Key to Motivation 197
• Here s to the Winners! 198
• Why Positive Reinforcement
Works So Well 200
• Why Satisfaction and Dissatisfaction
Are Not Opposites 202
Chapter 14 Manage the People 206
• Your Front Door to the World 207
• Your Frontline Marketers 210
• The Importance of Internal Marketing 211
• Getting Employees to Take Emotional
Ownership of the Firm 213
• Internal Competition 215
• Improving People s Performance
With Feedback 216
• Making a Little Praise Go a Long Way 217
• Improving People s Skills 219
• Calling a Rose by Any Other Name 224
• Enjoying the National Pastime: Boss
Watching 225
Chapter 15 How to Develop a High Quality
Culture in Your Firm 227
• Establish High Quality Standards 228
xjy Contents
• Train Personnel to Meet the
Quality Standards 229
• Use the Magic of Leverage 232
• Monitor the Quality of Performance 233
• Reward Outstanding Performance 234
Chapter 16 Stay in Touch 236
• Tangibilize Your Services 238
• Fire Alarms and Smoke Alarms
in Client Relations 239
Chapter 17 How to Turn Complaints into
Increased Client Loyalty 243
• Complaints: Disease or Opportunity? 243
• Attitude, Attitude, Attitude 246
• What Do Complainers Want Anyway? 249
• Listen, Listen, Listen 254
• How to Handle Unreasonable Clients 255
• What About the Jerks? 260
Chapter 18 Where Do I Go from Here? 262
• Action Plan for Improving Service
to Your Clients 263
• The Bottom Line 266
Chapter 19 Summary of Key Concepts 267
Afterword: Giving Credit Where Credit Is Due 277
Index 279
|
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| dewey-full | 658.8/12 |
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| illustrated | Illustrated |
| indexdate | 2024-07-09T17:25:22Z |
| institution | BVB |
| isbn | 0471509698 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-005826887 |
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| publisher | Wiley |
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| spelling | Cottle, David W. Verfasser aut Client centered service how to keep them coming back for more David W. Cottle 1. print. New York u.a. Wiley 1990 XIV, 290 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Literaturangaben Consumer satisfaction Customer services Professions Marketing Quality control Kundendienst (DE-588)4135134-4 gnd rswk-swf Kundendienst (DE-588)4135134-4 s DE-604 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=005826887&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Cottle, David W. Client centered service how to keep them coming back for more Consumer satisfaction Customer services Professions Marketing Quality control Kundendienst (DE-588)4135134-4 gnd |
| subject_GND | (DE-588)4135134-4 |
| title | Client centered service how to keep them coming back for more |
| title_auth | Client centered service how to keep them coming back for more |
| title_exact_search | Client centered service how to keep them coming back for more |
| title_full | Client centered service how to keep them coming back for more David W. Cottle |
| title_fullStr | Client centered service how to keep them coming back for more David W. Cottle |
| title_full_unstemmed | Client centered service how to keep them coming back for more David W. Cottle |
| title_short | Client centered service |
| title_sort | client centered service how to keep them coming back for more |
| title_sub | how to keep them coming back for more |
| topic | Consumer satisfaction Customer services Professions Marketing Quality control Kundendienst (DE-588)4135134-4 gnd |
| topic_facet | Consumer satisfaction Customer services Professions Marketing Quality control Kundendienst |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=005826887&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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