000			02312nam a2200157Ia 4500
020			_a9781860760341
082			_a658.804 DAF
100			_aDaffy, Chris
245			_aOnce a customer always a costomer: how to deliver customer service that creates customer's for life
260			_bHarper Collins _aNoida _c1999
300			_axv, 246 p. _b22 cm ; Pbk
500			_aGratis Bank of Madura
505			_a1. Introduction back to the future 2. Need for customer Obsession 3. Customers are the business 4. Lifetime customer values 5. Predictable and manageable customer reactions to service 6. Delighted customers 7. Managing customer Perceptions 8. Getting customer feedback 9. Employees are also customers 10. Customer care strategies systems and standards 11. Customer care and Leadership 12. From success to failure : the danger of complacency 13. Bottom line benefits of customer care 14. From words to action 15. Finding and funding
520			_aOnce a Customer, Always a Customer will make all business people view their organisations and customers in a new light. It shows beyond doubt that exceptional customer service can be the key differentiator that will enable any company to beat its competitors. Using simple and straightforward language, numerous real-life examples, and useful graphs and checklists, Chris Daffy provides powerful customer service techniques that any company can put to use. He shows how to: Focus on the Relationship Value of Customers -- and learn why long-term worth is the only measure that really matters. Create Customer Delight -- and discover why customer satisfaction is simply not good enough in today's competitive marketplace. Instill Dazzling Recovery Techniques that will Boost Customer Loyalty -- the easy ways to turn dissatisfied customers into customers for life. Use Customer Feedback to Outmaneuver Your Competitors -- how to get yourself on the same side as your customers and then use their ideas to thrash your competitors. Lead a Customer Service Revolution -- how to understand and use the basic leadership qualities and techniques that can make the difference between success and failure. Create Superior Service that will lead to Growth, Sales, Profit ad Fun -- and tap into the huge rewards awaiting those companies that get it right!
942			_cBK
999			_c98927 _d98927