Overview

No business today can afford to ignore two very important people -2C's -Your Customer and Your Competitor! The person in front of you is your Customer, and if this person is not treated well, then the person behind you (Your Competitor!) is just waiting to grab him as he drops from your list!Therefore knowing how to win and retain customers is the single most important business skill that anyone can learn. The business world makes way for the person who brings in the business and the money...and that's the person who wins and keeps customers.In today's service-oriented economy, excellent service is more than a competitive weapon-it's a survival skill but distressingly only a few organizations are really delighting their customers. Rest assured that if you don't provide this excellent service, someone else would! This therefore has to be the key focus of every organization: to remind themselves that every single person in the organization from the topmost person right to the lowest in rank can effect or have an impact on customers, by the way they treat them and therefore must have the 'hat' of a Customer Service Professional always on. Sales and Service are not to be looked at separate functions-They are two sides of the same coin, both having the same ultimate goal- To satisfy the customer! In today's world it's even more important, where Sales, Marketing, Service and Operations share a common goal: Creating and Retaining Customers. And to create and retain customers we have to combine Good Selling with Good Service.And remember, delivering 'Exceptional Customer Service' that makes a positive, lasting impression on customers, takes more than courtesy...it's much more! It starts with understanding that Exceptional Customer Service is from the customer's point of view. Many organizations spend a lot of time looking inwards and are organized accordingly. The truly customer-centered organization takes time to think through the procedures and systems that work best for the customer. This puts the customer at the very center of the organization.What you do, how you do it, how well it must be done and proving it can be done again and again...are only the fundamentals and this book: Exceptional Customer Service-Retaining your Customers for Life! will help you do just that! It will help create a memorable experience for every customer, by meeting expectations and going beyond satisfying their needs- making it easy to do business...thereby making everybody win! The Customer, your Company and the Employees!

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