Win the customer :: 70 simple rules for sensational service /
Great companies distinguish themselves from the competition by providing their customers with something truly special, something beyond price point that can't be duplicated: unique, outstanding customer service experiences. Win the Customer cuts right to the chase, giving readers practical, pow...
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Elektronisch E-Book |
| Sprache: | English |
| Veröffentlicht: |
New York :
AMACOM American Management Association,
2016.
|
| Schlagworte: | |
| Online-Zugang: | DE-862 DE-863 |
| Zusammenfassung: | Great companies distinguish themselves from the competition by providing their customers with something truly special, something beyond price point that can't be duplicated: unique, outstanding customer service experiences. Win the Customer cuts right to the chase, giving readers practical, powerful techniques for energizing the way they interact with the people who drive their business. |
| Beschreibung: | 1 online resource |
| Bibliographie: | Includes bibliographical references and index. |
| ISBN: | 9780814436257 0814436250 |
Internformat
MARC
| LEADER | 00000cam a2200000 i 4500 | ||
|---|---|---|---|
| 001 | ZDB-4-EBU-ocn914166175 | ||
| 003 | OCoLC | ||
| 005 | 20241004212047.0 | ||
| 006 | m o d | ||
| 007 | cr ||||||||||| | ||
| 008 | 200915s2016 nyu bob 001 0 eng | ||
| 010 | |a 2019724844 | ||
| 040 | |a DLC |b eng |e rda |e pn |c DLC |d IDEBK |d N$T |d TEFOD |d EBLCP |d B24X7 |d COO |d CDX |d OCLCF |d YDXCP |d AGLDB |d UAB |d MERUC |d RRP |d HCO |d STF |d NLE |d UKMGB |d WYU |d AU@ |d OL$ |d UKAHL |d EYM |d INARC |d OCLCO |d OCLCQ |d OCLCO | ||
| 016 | 7 | |a 019027816 |2 Uk | |
| 019 | |a 914434171 | ||
| 020 | |a 9780814436257 |q (ebook) | ||
| 020 | |a 0814436250 | ||
| 020 | |z 9780814436240 |q (hardcover) | ||
| 020 | |z 0814436242 | ||
| 035 | |a (OCoLC)914166175 |z (OCoLC)914434171 | ||
| 037 | |a 2F7A8045-AAA7-4D0E-837E-4BBD21D23669 |b OverDrive, Inc. |n http://www.overdrive.com | ||
| 042 | |a pcc | ||
| 050 | 0 | 0 | |a HF5415.5 |
| 072 | 7 | |a BUS |x 082000 |2 bisacsh | |
| 072 | 7 | |a BUS |x 041000 |2 bisacsh | |
| 072 | 7 | |a BUS |x 042000 |2 bisacsh | |
| 072 | 7 | |a BUS |x 085000 |2 bisacsh | |
| 082 | 7 | |a 658.8/12 |2 23 | |
| 049 | |a MAIN | ||
| 100 | 1 | |a Martins, Flavio. | |
| 245 | 1 | 0 | |a Win the customer : |b 70 simple rules for sensational service / |c Flavio Martins. |
| 264 | 1 | |a New York : |b AMACOM American Management Association, |c 2016. | |
| 300 | |a 1 online resource | ||
| 336 | |a text |b txt |2 rdacontent | ||
| 337 | |a computer |b c |2 rdamedia | ||
| 338 | |a online resource |b cr |2 rdacarrier | ||
| 504 | |a Includes bibliographical references and index. | ||
| 505 | 0 | |a Cover; Title; Contents; Introduction; Rule 1 Be Prepared to Break Traditional Rules; Rule 2 Create the Right Culture for Service; Rule 3 Learn How to Update Your Customer; Rule 4 Serve People, Not Shareholders; Rule 5 Put the Right People in the Right Place at the Right Time Doing the Right Thing; Rule 6 Learn Something New Every Day; Rule 7 Compete Only Against Yourself; Rule 8 Stop Overthinking Customer Service; Rule 9 Ask Yourself These Two Critical Questions Every Day; Rule 10 Find a Way to Say Yes Even When the Answer Is No; Rule 11 Love Your Critics. | |
| 505 | 8 | |a Rule 12 Create Your Dos and Don'ts of ServiceRule 13 Exploit Your Customer's Pain Points, but Never Exploit Your Customers; Rule 14 Don't Be Zappos to Your Jack Welch Customers; Rule 15 Make Your Customer Service a Human Interaction; Rule 16 Micromanage Every Day; Rule 17 Do Customer Service on Day One of the Job; Rule 18 Be the Worst on Your Team; Rule 19 Forget the Golden Rule; Rule 20 Map a Clear Journey to Great Customer Service; Rule 21 Do a 60-Second Customer Experience Evaluation; Rule 22 Develop 20/20 Vision for Exceptional Customer Service. | |
| 505 | 8 | |a Rule 23 Accept That You Can't Please EveryoneRule 24 See Yourself as a Customer Service Leader; Rule 25 Use Positive Words to Win Customers; Rule 26 Learn to Deal with Fulfillment Problems; Rule 27 Repeat, Repeat, Repeat, and Then Repeat Again, with Purpose; Rule 28 Eliminate Three Words from Your Vocabulary; Rule 29 Be Lovable to Your Customers; Rule 30 Cure Yourself of the ""Between 11 and 5"" Syndrome; Rule 31 Don't Rush Technology to Fix Service Problems; Rule 32 Embrace Your Service Imperfections; Rule 33 Customers Are Not Always Right, but They Are Always Customers. | |
| 505 | 8 | |a Rule 34 Change How You Think About Customer ServiceRule 35 Really Get to Know Your Customers; Rule 36 Teach Your People to Engage with Customers; Rule 37 Create a Manifesto for Service; Rule 38 Take Care of Employees so They'll Take Care of Customers; Rule 39 Make Data-Driven Customer Decisions and Take People-Centric Action; Rule 40 Customer Experience Is More Important than Advertising; Rule 41 Make Consistency a Critical Customer Metric; Rule 42 Make Sure Your People Take Care of Themselves; Rule 43 Dispel Customers' Fear of Customer Service. | |
| 505 | 8 | |a Rule 44 Learn How to Earn Your Customer's LoyaltyRule 45 Forget Mission Statements; Create Action Statements; Rule 46 Get the CEO Interacting with Customers; Rule 47 Learn to Obsess over Customers; Rule 48 Define Customer Focus for Your Company; Rule 49 Let Data Drive More Informed Service; Rule 50 Focus on the Value of Great Service Experience; Rule 51 Make Customer Service a Daily Priority; Rule 52 Shift from Reactive to Proactive Service; Rule 53 Get Social and Personal with Customers; Rule 54 Stop Creating Conflicts for Customer Service. | |
| 520 | |a Great companies distinguish themselves from the competition by providing their customers with something truly special, something beyond price point that can't be duplicated: unique, outstanding customer service experiences. Win the Customer cuts right to the chase, giving readers practical, powerful techniques for energizing the way they interact with the people who drive their business. | ||
| 650 | 0 | |a Customer services. |0 http://id.loc.gov/authorities/subjects/sh85034965 | |
| 650 | 0 | |a Consumer satisfaction. |0 http://id.loc.gov/authorities/subjects/sh85031490 | |
| 650 | 0 | |a Customer relations. |0 http://id.loc.gov/authorities/subjects/sh85034963 | |
| 650 | 6 | |a Service à la clientèle. | |
| 650 | 6 | |a Consommateurs |x Satisfaction. | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Industrial Management. |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Management. |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Management Science. |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Organizational Behavior. |2 bisacsh | |
| 650 | 7 | |a Consumer satisfaction |2 fast | |
| 650 | 7 | |a Customer relations |2 fast | |
| 650 | 7 | |a Customer services |2 fast | |
| 776 | 0 | 8 | |i Print version: |a Martins, Flavio. |t Win the customer |z 9780814436240 |w (DLC) 2015012548 |w (OCoLC)908660762 |
| 966 | 4 | 0 | |l DE-862 |p ZDB-4-EBU |q FWS_PDA_EBU |u https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=1016460 |3 Volltext |
| 966 | 4 | 0 | |l DE-863 |p ZDB-4-EBU |q FWS_PDA_EBU |u https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=1016460 |3 Volltext |
| 938 | |a Askews and Holts Library Services |b ASKH |n AH29358078 | ||
| 938 | |a Books 24x7 |b B247 |n bkb00092021 | ||
| 938 | |a Coutts Information Services |b COUT |n 32073989 | ||
| 938 | |a ProQuest Ebook Central |b EBLB |n EBL2073234 | ||
| 938 | |a EBSCOhost |b EBSC |n 1016460 | ||
| 938 | |a ProQuest MyiLibrary Digital eBook Collection |b IDEB |n cis32073989 | ||
| 938 | |a Internet Archive |b INAR |n wincustomer70sim0000mart | ||
| 938 | |a YBP Library Services |b YANK |n 12536524 | ||
| 994 | |a 92 |b GEBAY | ||
| 912 | |a ZDB-4-EBU | ||
| 049 | |a DE-862 | ||
| 049 | |a DE-863 | ||
Datensatz im Suchindex
| DE-BY-FWS_katkey | ZDB-4-EBU-ocn914166175 |
|---|---|
| _version_ | 1826942430292738048 |
| adam_text | |
| any_adam_object | |
| author | Martins, Flavio |
| author_facet | Martins, Flavio |
| author_role | |
| author_sort | Martins, Flavio |
| author_variant | f m fm |
| building | Verbundindex |
| bvnumber | localFWS |
| callnumber-first | H - Social Science |
| callnumber-label | HF5415 |
| callnumber-raw | HF5415.5 |
| callnumber-search | HF5415.5 |
| callnumber-sort | HF 45415.5 |
| callnumber-subject | HF - Commerce |
| collection | ZDB-4-EBU |
| contents | Cover; Title; Contents; Introduction; Rule 1 Be Prepared to Break Traditional Rules; Rule 2 Create the Right Culture for Service; Rule 3 Learn How to Update Your Customer; Rule 4 Serve People, Not Shareholders; Rule 5 Put the Right People in the Right Place at the Right Time Doing the Right Thing; Rule 6 Learn Something New Every Day; Rule 7 Compete Only Against Yourself; Rule 8 Stop Overthinking Customer Service; Rule 9 Ask Yourself These Two Critical Questions Every Day; Rule 10 Find a Way to Say Yes Even When the Answer Is No; Rule 11 Love Your Critics. Rule 12 Create Your Dos and Don'ts of ServiceRule 13 Exploit Your Customer's Pain Points, but Never Exploit Your Customers; Rule 14 Don't Be Zappos to Your Jack Welch Customers; Rule 15 Make Your Customer Service a Human Interaction; Rule 16 Micromanage Every Day; Rule 17 Do Customer Service on Day One of the Job; Rule 18 Be the Worst on Your Team; Rule 19 Forget the Golden Rule; Rule 20 Map a Clear Journey to Great Customer Service; Rule 21 Do a 60-Second Customer Experience Evaluation; Rule 22 Develop 20/20 Vision for Exceptional Customer Service. Rule 23 Accept That You Can't Please EveryoneRule 24 See Yourself as a Customer Service Leader; Rule 25 Use Positive Words to Win Customers; Rule 26 Learn to Deal with Fulfillment Problems; Rule 27 Repeat, Repeat, Repeat, and Then Repeat Again, with Purpose; Rule 28 Eliminate Three Words from Your Vocabulary; Rule 29 Be Lovable to Your Customers; Rule 30 Cure Yourself of the ""Between 11 and 5"" Syndrome; Rule 31 Don't Rush Technology to Fix Service Problems; Rule 32 Embrace Your Service Imperfections; Rule 33 Customers Are Not Always Right, but They Are Always Customers. Rule 34 Change How You Think About Customer ServiceRule 35 Really Get to Know Your Customers; Rule 36 Teach Your People to Engage with Customers; Rule 37 Create a Manifesto for Service; Rule 38 Take Care of Employees so They'll Take Care of Customers; Rule 39 Make Data-Driven Customer Decisions and Take People-Centric Action; Rule 40 Customer Experience Is More Important than Advertising; Rule 41 Make Consistency a Critical Customer Metric; Rule 42 Make Sure Your People Take Care of Themselves; Rule 43 Dispel Customers' Fear of Customer Service. Rule 44 Learn How to Earn Your Customer's LoyaltyRule 45 Forget Mission Statements; Create Action Statements; Rule 46 Get the CEO Interacting with Customers; Rule 47 Learn to Obsess over Customers; Rule 48 Define Customer Focus for Your Company; Rule 49 Let Data Drive More Informed Service; Rule 50 Focus on the Value of Great Service Experience; Rule 51 Make Customer Service a Daily Priority; Rule 52 Shift from Reactive to Proactive Service; Rule 53 Get Social and Personal with Customers; Rule 54 Stop Creating Conflicts for Customer Service. |
| ctrlnum | (OCoLC)914166175 |
| dewey-full | 658.8/12 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.8/12 |
| dewey-search | 658.8/12 |
| dewey-sort | 3658.8 212 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| format | Electronic eBook |
| fullrecord | <?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim"><record><leader>06185cam a2200757 i 4500</leader><controlfield tag="001">ZDB-4-EBU-ocn914166175</controlfield><controlfield tag="003">OCoLC</controlfield><controlfield tag="005">20241004212047.0</controlfield><controlfield tag="006">m o d </controlfield><controlfield tag="007">cr |||||||||||</controlfield><controlfield tag="008">200915s2016 nyu bob 001 0 eng </controlfield><datafield tag="010" ind1=" " ind2=" "><subfield code="a"> 2019724844</subfield></datafield><datafield tag="040" ind1=" " ind2=" "><subfield code="a">DLC</subfield><subfield code="b">eng</subfield><subfield code="e">rda</subfield><subfield code="e">pn</subfield><subfield code="c">DLC</subfield><subfield code="d">IDEBK</subfield><subfield code="d">N$T</subfield><subfield code="d">TEFOD</subfield><subfield code="d">EBLCP</subfield><subfield code="d">B24X7</subfield><subfield code="d">COO</subfield><subfield code="d">CDX</subfield><subfield code="d">OCLCF</subfield><subfield code="d">YDXCP</subfield><subfield code="d">AGLDB</subfield><subfield code="d">UAB</subfield><subfield code="d">MERUC</subfield><subfield code="d">RRP</subfield><subfield code="d">HCO</subfield><subfield code="d">STF</subfield><subfield code="d">NLE</subfield><subfield code="d">UKMGB</subfield><subfield code="d">WYU</subfield><subfield code="d">AU@</subfield><subfield code="d">OL$</subfield><subfield code="d">UKAHL</subfield><subfield code="d">EYM</subfield><subfield code="d">INARC</subfield><subfield code="d">OCLCO</subfield><subfield code="d">OCLCQ</subfield><subfield code="d">OCLCO</subfield></datafield><datafield tag="016" ind1="7" ind2=" "><subfield code="a">019027816</subfield><subfield code="2">Uk</subfield></datafield><datafield tag="019" ind1=" " ind2=" "><subfield code="a">914434171</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">9780814436257</subfield><subfield code="q">(ebook)</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">0814436250</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="z">9780814436240</subfield><subfield code="q">(hardcover)</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="z">0814436242</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(OCoLC)914166175</subfield><subfield code="z">(OCoLC)914434171</subfield></datafield><datafield tag="037" ind1=" " ind2=" "><subfield code="a">2F7A8045-AAA7-4D0E-837E-4BBD21D23669</subfield><subfield code="b">OverDrive, Inc.</subfield><subfield code="n">http://www.overdrive.com</subfield></datafield><datafield tag="042" ind1=" " ind2=" "><subfield code="a">pcc</subfield></datafield><datafield tag="050" ind1="0" ind2="0"><subfield code="a">HF5415.5</subfield></datafield><datafield tag="072" ind1=" " ind2="7"><subfield code="a">BUS</subfield><subfield code="x">082000</subfield><subfield code="2">bisacsh</subfield></datafield><datafield tag="072" ind1=" " ind2="7"><subfield code="a">BUS</subfield><subfield code="x">041000</subfield><subfield code="2">bisacsh</subfield></datafield><datafield tag="072" ind1=" " ind2="7"><subfield code="a">BUS</subfield><subfield code="x">042000</subfield><subfield code="2">bisacsh</subfield></datafield><datafield tag="072" ind1=" " ind2="7"><subfield code="a">BUS</subfield><subfield code="x">085000</subfield><subfield code="2">bisacsh</subfield></datafield><datafield tag="082" ind1="7" ind2=" "><subfield code="a">658.8/12</subfield><subfield code="2">23</subfield></datafield><datafield tag="049" ind1=" " ind2=" "><subfield code="a">MAIN</subfield></datafield><datafield tag="100" ind1="1" ind2=" "><subfield code="a">Martins, Flavio.</subfield></datafield><datafield tag="245" ind1="1" ind2="0"><subfield code="a">Win the customer :</subfield><subfield code="b">70 simple rules for sensational service /</subfield><subfield code="c">Flavio Martins.</subfield></datafield><datafield tag="264" ind1=" " ind2="1"><subfield code="a">New York :</subfield><subfield code="b">AMACOM American Management Association,</subfield><subfield code="c">2016.</subfield></datafield><datafield tag="300" ind1=" " ind2=" "><subfield code="a">1 online resource</subfield></datafield><datafield tag="336" ind1=" " ind2=" "><subfield code="a">text</subfield><subfield code="b">txt</subfield><subfield code="2">rdacontent</subfield></datafield><datafield tag="337" ind1=" " ind2=" "><subfield code="a">computer</subfield><subfield code="b">c</subfield><subfield code="2">rdamedia</subfield></datafield><datafield tag="338" ind1=" " ind2=" "><subfield code="a">online resource</subfield><subfield code="b">cr</subfield><subfield code="2">rdacarrier</subfield></datafield><datafield tag="504" ind1=" " ind2=" "><subfield code="a">Includes bibliographical references and index.</subfield></datafield><datafield tag="505" ind1="0" ind2=" "><subfield code="a">Cover; Title; Contents; Introduction; Rule 1 Be Prepared to Break Traditional Rules; Rule 2 Create the Right Culture for Service; Rule 3 Learn How to Update Your Customer; Rule 4 Serve People, Not Shareholders; Rule 5 Put the Right People in the Right Place at the Right Time Doing the Right Thing; Rule 6 Learn Something New Every Day; Rule 7 Compete Only Against Yourself; Rule 8 Stop Overthinking Customer Service; Rule 9 Ask Yourself These Two Critical Questions Every Day; Rule 10 Find a Way to Say Yes Even When the Answer Is No; Rule 11 Love Your Critics.</subfield></datafield><datafield tag="505" ind1="8" ind2=" "><subfield code="a">Rule 12 Create Your Dos and Don'ts of ServiceRule 13 Exploit Your Customer's Pain Points, but Never Exploit Your Customers; Rule 14 Don't Be Zappos to Your Jack Welch Customers; Rule 15 Make Your Customer Service a Human Interaction; Rule 16 Micromanage Every Day; Rule 17 Do Customer Service on Day One of the Job; Rule 18 Be the Worst on Your Team; Rule 19 Forget the Golden Rule; Rule 20 Map a Clear Journey to Great Customer Service; Rule 21 Do a 60-Second Customer Experience Evaluation; Rule 22 Develop 20/20 Vision for Exceptional Customer Service.</subfield></datafield><datafield tag="505" ind1="8" ind2=" "><subfield code="a">Rule 23 Accept That You Can't Please EveryoneRule 24 See Yourself as a Customer Service Leader; Rule 25 Use Positive Words to Win Customers; Rule 26 Learn to Deal with Fulfillment Problems; Rule 27 Repeat, Repeat, Repeat, and Then Repeat Again, with Purpose; Rule 28 Eliminate Three Words from Your Vocabulary; Rule 29 Be Lovable to Your Customers; Rule 30 Cure Yourself of the ""Between 11 and 5"" Syndrome; Rule 31 Don't Rush Technology to Fix Service Problems; Rule 32 Embrace Your Service Imperfections; Rule 33 Customers Are Not Always Right, but They Are Always Customers.</subfield></datafield><datafield tag="505" ind1="8" ind2=" "><subfield code="a">Rule 34 Change How You Think About Customer ServiceRule 35 Really Get to Know Your Customers; Rule 36 Teach Your People to Engage with Customers; Rule 37 Create a Manifesto for Service; Rule 38 Take Care of Employees so They'll Take Care of Customers; Rule 39 Make Data-Driven Customer Decisions and Take People-Centric Action; Rule 40 Customer Experience Is More Important than Advertising; Rule 41 Make Consistency a Critical Customer Metric; Rule 42 Make Sure Your People Take Care of Themselves; Rule 43 Dispel Customers' Fear of Customer Service.</subfield></datafield><datafield tag="505" ind1="8" ind2=" "><subfield code="a">Rule 44 Learn How to Earn Your Customer's LoyaltyRule 45 Forget Mission Statements; Create Action Statements; Rule 46 Get the CEO Interacting with Customers; Rule 47 Learn to Obsess over Customers; Rule 48 Define Customer Focus for Your Company; Rule 49 Let Data Drive More Informed Service; Rule 50 Focus on the Value of Great Service Experience; Rule 51 Make Customer Service a Daily Priority; Rule 52 Shift from Reactive to Proactive Service; Rule 53 Get Social and Personal with Customers; Rule 54 Stop Creating Conflicts for Customer Service.</subfield></datafield><datafield tag="520" ind1=" " ind2=" "><subfield code="a">Great companies distinguish themselves from the competition by providing their customers with something truly special, something beyond price point that can't be duplicated: unique, outstanding customer service experiences. Win the Customer cuts right to the chase, giving readers practical, powerful techniques for energizing the way they interact with the people who drive their business.</subfield></datafield><datafield tag="650" ind1=" " ind2="0"><subfield code="a">Customer services.</subfield><subfield code="0">http://id.loc.gov/authorities/subjects/sh85034965</subfield></datafield><datafield tag="650" ind1=" " ind2="0"><subfield code="a">Consumer satisfaction.</subfield><subfield code="0">http://id.loc.gov/authorities/subjects/sh85031490</subfield></datafield><datafield tag="650" ind1=" " ind2="0"><subfield code="a">Customer relations.</subfield><subfield code="0">http://id.loc.gov/authorities/subjects/sh85034963</subfield></datafield><datafield tag="650" ind1=" " ind2="6"><subfield code="a">Service à la clientèle.</subfield></datafield><datafield tag="650" ind1=" " ind2="6"><subfield code="a">Consommateurs</subfield><subfield code="x">Satisfaction.</subfield></datafield><datafield tag="650" ind1=" " ind2="7"><subfield code="a">BUSINESS & ECONOMICS</subfield><subfield code="x">Industrial Management.</subfield><subfield code="2">bisacsh</subfield></datafield><datafield tag="650" ind1=" " ind2="7"><subfield code="a">BUSINESS & ECONOMICS</subfield><subfield code="x">Management.</subfield><subfield code="2">bisacsh</subfield></datafield><datafield tag="650" ind1=" " ind2="7"><subfield code="a">BUSINESS & ECONOMICS</subfield><subfield code="x">Management Science.</subfield><subfield code="2">bisacsh</subfield></datafield><datafield tag="650" ind1=" " ind2="7"><subfield code="a">BUSINESS & ECONOMICS</subfield><subfield code="x">Organizational Behavior.</subfield><subfield code="2">bisacsh</subfield></datafield><datafield tag="650" ind1=" " ind2="7"><subfield code="a">Consumer satisfaction</subfield><subfield code="2">fast</subfield></datafield><datafield tag="650" ind1=" " ind2="7"><subfield code="a">Customer relations</subfield><subfield code="2">fast</subfield></datafield><datafield tag="650" ind1=" " ind2="7"><subfield code="a">Customer services</subfield><subfield code="2">fast</subfield></datafield><datafield tag="776" ind1="0" ind2="8"><subfield code="i">Print version:</subfield><subfield code="a">Martins, Flavio.</subfield><subfield code="t">Win the customer</subfield><subfield code="z">9780814436240</subfield><subfield code="w">(DLC) 2015012548</subfield><subfield code="w">(OCoLC)908660762</subfield></datafield><datafield tag="966" ind1="4" ind2="0"><subfield code="l">DE-862</subfield><subfield code="p">ZDB-4-EBU</subfield><subfield code="q">FWS_PDA_EBU</subfield><subfield code="u">https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=1016460</subfield><subfield code="3">Volltext</subfield></datafield><datafield tag="966" ind1="4" ind2="0"><subfield code="l">DE-863</subfield><subfield code="p">ZDB-4-EBU</subfield><subfield code="q">FWS_PDA_EBU</subfield><subfield code="u">https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=1016460</subfield><subfield code="3">Volltext</subfield></datafield><datafield tag="938" ind1=" " ind2=" "><subfield code="a">Askews and Holts Library Services</subfield><subfield code="b">ASKH</subfield><subfield code="n">AH29358078</subfield></datafield><datafield tag="938" ind1=" " ind2=" "><subfield code="a">Books 24x7</subfield><subfield code="b">B247</subfield><subfield code="n">bkb00092021</subfield></datafield><datafield tag="938" ind1=" " ind2=" "><subfield code="a">Coutts Information Services</subfield><subfield code="b">COUT</subfield><subfield code="n">32073989</subfield></datafield><datafield tag="938" ind1=" " ind2=" "><subfield code="a">ProQuest Ebook Central</subfield><subfield code="b">EBLB</subfield><subfield code="n">EBL2073234</subfield></datafield><datafield tag="938" ind1=" " ind2=" "><subfield code="a">EBSCOhost</subfield><subfield code="b">EBSC</subfield><subfield code="n">1016460</subfield></datafield><datafield tag="938" ind1=" " ind2=" "><subfield code="a">ProQuest MyiLibrary Digital eBook Collection</subfield><subfield code="b">IDEB</subfield><subfield code="n">cis32073989</subfield></datafield><datafield tag="938" ind1=" " ind2=" "><subfield code="a">Internet Archive</subfield><subfield code="b">INAR</subfield><subfield code="n">wincustomer70sim0000mart</subfield></datafield><datafield tag="938" ind1=" " ind2=" "><subfield code="a">YBP Library Services</subfield><subfield code="b">YANK</subfield><subfield code="n">12536524</subfield></datafield><datafield tag="994" ind1=" " ind2=" "><subfield code="a">92</subfield><subfield code="b">GEBAY</subfield></datafield><datafield tag="912" ind1=" " ind2=" "><subfield code="a">ZDB-4-EBU</subfield></datafield><datafield tag="049" ind1=" " ind2=" "><subfield code="a">DE-862</subfield></datafield><datafield tag="049" ind1=" " ind2=" "><subfield code="a">DE-863</subfield></datafield></record></collection> |
| id | ZDB-4-EBU-ocn914166175 |
| illustrated | Not Illustrated |
| indexdate | 2025-03-18T14:27:53Z |
| institution | BVB |
| isbn | 9780814436257 0814436250 |
| language | English |
| lccn | 2019724844 |
| oclc_num | 914166175 |
| open_access_boolean | |
| owner | MAIN DE-862 DE-BY-FWS DE-863 DE-BY-FWS |
| owner_facet | MAIN DE-862 DE-BY-FWS DE-863 DE-BY-FWS |
| physical | 1 online resource |
| psigel | ZDB-4-EBU FWS_PDA_EBU ZDB-4-EBU |
| publishDate | 2016 |
| publishDateSearch | 2016 |
| publishDateSort | 2016 |
| publisher | AMACOM American Management Association, |
| record_format | marc |
| spelling | Martins, Flavio. Win the customer : 70 simple rules for sensational service / Flavio Martins. New York : AMACOM American Management Association, 2016. 1 online resource text txt rdacontent computer c rdamedia online resource cr rdacarrier Includes bibliographical references and index. Cover; Title; Contents; Introduction; Rule 1 Be Prepared to Break Traditional Rules; Rule 2 Create the Right Culture for Service; Rule 3 Learn How to Update Your Customer; Rule 4 Serve People, Not Shareholders; Rule 5 Put the Right People in the Right Place at the Right Time Doing the Right Thing; Rule 6 Learn Something New Every Day; Rule 7 Compete Only Against Yourself; Rule 8 Stop Overthinking Customer Service; Rule 9 Ask Yourself These Two Critical Questions Every Day; Rule 10 Find a Way to Say Yes Even When the Answer Is No; Rule 11 Love Your Critics. Rule 12 Create Your Dos and Don'ts of ServiceRule 13 Exploit Your Customer's Pain Points, but Never Exploit Your Customers; Rule 14 Don't Be Zappos to Your Jack Welch Customers; Rule 15 Make Your Customer Service a Human Interaction; Rule 16 Micromanage Every Day; Rule 17 Do Customer Service on Day One of the Job; Rule 18 Be the Worst on Your Team; Rule 19 Forget the Golden Rule; Rule 20 Map a Clear Journey to Great Customer Service; Rule 21 Do a 60-Second Customer Experience Evaluation; Rule 22 Develop 20/20 Vision for Exceptional Customer Service. Rule 23 Accept That You Can't Please EveryoneRule 24 See Yourself as a Customer Service Leader; Rule 25 Use Positive Words to Win Customers; Rule 26 Learn to Deal with Fulfillment Problems; Rule 27 Repeat, Repeat, Repeat, and Then Repeat Again, with Purpose; Rule 28 Eliminate Three Words from Your Vocabulary; Rule 29 Be Lovable to Your Customers; Rule 30 Cure Yourself of the ""Between 11 and 5"" Syndrome; Rule 31 Don't Rush Technology to Fix Service Problems; Rule 32 Embrace Your Service Imperfections; Rule 33 Customers Are Not Always Right, but They Are Always Customers. Rule 34 Change How You Think About Customer ServiceRule 35 Really Get to Know Your Customers; Rule 36 Teach Your People to Engage with Customers; Rule 37 Create a Manifesto for Service; Rule 38 Take Care of Employees so They'll Take Care of Customers; Rule 39 Make Data-Driven Customer Decisions and Take People-Centric Action; Rule 40 Customer Experience Is More Important than Advertising; Rule 41 Make Consistency a Critical Customer Metric; Rule 42 Make Sure Your People Take Care of Themselves; Rule 43 Dispel Customers' Fear of Customer Service. Rule 44 Learn How to Earn Your Customer's LoyaltyRule 45 Forget Mission Statements; Create Action Statements; Rule 46 Get the CEO Interacting with Customers; Rule 47 Learn to Obsess over Customers; Rule 48 Define Customer Focus for Your Company; Rule 49 Let Data Drive More Informed Service; Rule 50 Focus on the Value of Great Service Experience; Rule 51 Make Customer Service a Daily Priority; Rule 52 Shift from Reactive to Proactive Service; Rule 53 Get Social and Personal with Customers; Rule 54 Stop Creating Conflicts for Customer Service. Great companies distinguish themselves from the competition by providing their customers with something truly special, something beyond price point that can't be duplicated: unique, outstanding customer service experiences. Win the Customer cuts right to the chase, giving readers practical, powerful techniques for energizing the way they interact with the people who drive their business. Customer services. http://id.loc.gov/authorities/subjects/sh85034965 Consumer satisfaction. http://id.loc.gov/authorities/subjects/sh85031490 Customer relations. http://id.loc.gov/authorities/subjects/sh85034963 Service à la clientèle. Consommateurs Satisfaction. BUSINESS & ECONOMICS Industrial Management. bisacsh BUSINESS & ECONOMICS Management. bisacsh BUSINESS & ECONOMICS Management Science. bisacsh BUSINESS & ECONOMICS Organizational Behavior. bisacsh Consumer satisfaction fast Customer relations fast Customer services fast Print version: Martins, Flavio. Win the customer 9780814436240 (DLC) 2015012548 (OCoLC)908660762 |
| spellingShingle | Martins, Flavio Win the customer : 70 simple rules for sensational service / Cover; Title; Contents; Introduction; Rule 1 Be Prepared to Break Traditional Rules; Rule 2 Create the Right Culture for Service; Rule 3 Learn How to Update Your Customer; Rule 4 Serve People, Not Shareholders; Rule 5 Put the Right People in the Right Place at the Right Time Doing the Right Thing; Rule 6 Learn Something New Every Day; Rule 7 Compete Only Against Yourself; Rule 8 Stop Overthinking Customer Service; Rule 9 Ask Yourself These Two Critical Questions Every Day; Rule 10 Find a Way to Say Yes Even When the Answer Is No; Rule 11 Love Your Critics. Rule 12 Create Your Dos and Don'ts of ServiceRule 13 Exploit Your Customer's Pain Points, but Never Exploit Your Customers; Rule 14 Don't Be Zappos to Your Jack Welch Customers; Rule 15 Make Your Customer Service a Human Interaction; Rule 16 Micromanage Every Day; Rule 17 Do Customer Service on Day One of the Job; Rule 18 Be the Worst on Your Team; Rule 19 Forget the Golden Rule; Rule 20 Map a Clear Journey to Great Customer Service; Rule 21 Do a 60-Second Customer Experience Evaluation; Rule 22 Develop 20/20 Vision for Exceptional Customer Service. Rule 23 Accept That You Can't Please EveryoneRule 24 See Yourself as a Customer Service Leader; Rule 25 Use Positive Words to Win Customers; Rule 26 Learn to Deal with Fulfillment Problems; Rule 27 Repeat, Repeat, Repeat, and Then Repeat Again, with Purpose; Rule 28 Eliminate Three Words from Your Vocabulary; Rule 29 Be Lovable to Your Customers; Rule 30 Cure Yourself of the ""Between 11 and 5"" Syndrome; Rule 31 Don't Rush Technology to Fix Service Problems; Rule 32 Embrace Your Service Imperfections; Rule 33 Customers Are Not Always Right, but They Are Always Customers. Rule 34 Change How You Think About Customer ServiceRule 35 Really Get to Know Your Customers; Rule 36 Teach Your People to Engage with Customers; Rule 37 Create a Manifesto for Service; Rule 38 Take Care of Employees so They'll Take Care of Customers; Rule 39 Make Data-Driven Customer Decisions and Take People-Centric Action; Rule 40 Customer Experience Is More Important than Advertising; Rule 41 Make Consistency a Critical Customer Metric; Rule 42 Make Sure Your People Take Care of Themselves; Rule 43 Dispel Customers' Fear of Customer Service. Rule 44 Learn How to Earn Your Customer's LoyaltyRule 45 Forget Mission Statements; Create Action Statements; Rule 46 Get the CEO Interacting with Customers; Rule 47 Learn to Obsess over Customers; Rule 48 Define Customer Focus for Your Company; Rule 49 Let Data Drive More Informed Service; Rule 50 Focus on the Value of Great Service Experience; Rule 51 Make Customer Service a Daily Priority; Rule 52 Shift from Reactive to Proactive Service; Rule 53 Get Social and Personal with Customers; Rule 54 Stop Creating Conflicts for Customer Service. Customer services. http://id.loc.gov/authorities/subjects/sh85034965 Consumer satisfaction. http://id.loc.gov/authorities/subjects/sh85031490 Customer relations. http://id.loc.gov/authorities/subjects/sh85034963 Service à la clientèle. Consommateurs Satisfaction. BUSINESS & ECONOMICS Industrial Management. bisacsh BUSINESS & ECONOMICS Management. bisacsh BUSINESS & ECONOMICS Management Science. bisacsh BUSINESS & ECONOMICS Organizational Behavior. bisacsh Consumer satisfaction fast Customer relations fast Customer services fast |
| subject_GND | http://id.loc.gov/authorities/subjects/sh85034965 http://id.loc.gov/authorities/subjects/sh85031490 http://id.loc.gov/authorities/subjects/sh85034963 |
| title | Win the customer : 70 simple rules for sensational service / |
| title_auth | Win the customer : 70 simple rules for sensational service / |
| title_exact_search | Win the customer : 70 simple rules for sensational service / |
| title_full | Win the customer : 70 simple rules for sensational service / Flavio Martins. |
| title_fullStr | Win the customer : 70 simple rules for sensational service / Flavio Martins. |
| title_full_unstemmed | Win the customer : 70 simple rules for sensational service / Flavio Martins. |
| title_short | Win the customer : |
| title_sort | win the customer 70 simple rules for sensational service |
| title_sub | 70 simple rules for sensational service / |
| topic | Customer services. http://id.loc.gov/authorities/subjects/sh85034965 Consumer satisfaction. http://id.loc.gov/authorities/subjects/sh85031490 Customer relations. http://id.loc.gov/authorities/subjects/sh85034963 Service à la clientèle. Consommateurs Satisfaction. BUSINESS & ECONOMICS Industrial Management. bisacsh BUSINESS & ECONOMICS Management. bisacsh BUSINESS & ECONOMICS Management Science. bisacsh BUSINESS & ECONOMICS Organizational Behavior. bisacsh Consumer satisfaction fast Customer relations fast Customer services fast |
| topic_facet | Customer services. Consumer satisfaction. Customer relations. Service à la clientèle. Consommateurs Satisfaction. BUSINESS & ECONOMICS Industrial Management. BUSINESS & ECONOMICS Management. BUSINESS & ECONOMICS Management Science. BUSINESS & ECONOMICS Organizational Behavior. Consumer satisfaction Customer relations Customer services |
| work_keys_str_mv | AT martinsflavio winthecustomer70simplerulesforsensationalservice |