<p>【书名】101 ways to really satisfy your customers --How to keep your customers and attract new ones</p><p>【作者】Andrew Grififths</p><p>【出版社】Allen & Unwin</p><p>【出版时间】2006年</p><p>【页数】255页</p><p>【语言】English</p><p>【格式】高清晰PDF</p><p> </p><p><font face="黑体" size="1"><strong>INTRODUCTION</strong></font></p><p>I am passionate about customer service. I find great customer service wonderful and I look for it constantly. On the other hand, I find lousy customer service infuriating and I see it every day. There is no doubt in my mind that those businesses that offer good levels of customer service have a far greater chance of success and growth than those that really don’t care about customer service one way or the other.<br/>I love going to a business and being surprised by excellent service. Every time I contact a business—either over the telephone, on the Internet, by writing to them or by walking through their front door—I can’t help but do an impromptu<br/>customer service review. From my observations, we have all grown accustomed over many years to receiving ordinary<br/>service. So when someone does show an outstanding level of customer service, it’s impossible not to notice.<br/>Those businesses that have an honest commitment to customer service always seem to develop an army of loyal customers. These businesses grow by word-of-mouth advertising, and their customers stick with them through the good timesand the bad.<br/>Likewise, how many times have you sat down with friends and complained about a business that you visited that offered shocking service? As consumers we all spread the word about businesses that have treated us poorly and, now more than ever,we look for a recommendation from a friend before we make our final decision on where to spend our hard-earned money.<br/>As business owners and operators we all have the chance to offer outstanding customer service, but it takes time and energy and a real commitment that has to be shared by everyone involved, not just the people serving the customers. I believe there is no better way to build a profitable business in any field or industry than by being absolutely committed to offering the highest levels of customer service possible.<br/>This book will show you how to achieve this goal. It won’t cost a lot of money or take an enormous amount of time, but<br/>it will take a strong belief in the value of customer service and the important role that it plays in the future success of your business.</p><p><font face="" size="2">How to use this book . . . and others in the 101 series</font></p><p>All the books in the 101 series are written in a style that will appeal to the reader who likes to read a book from cover to<br/>cover, as well as to the reader who likes to open a book at any page in search of an idea or a suggestion that they can<br/>implement today.<br/>I strongly suggest that you keep the books handy and use them as a constant source of reference and inspiration. The<br/>ideas won’t date and the suggestions and recommendations will work for practically any business.<br/>The concept of the 101 series is to provide simple and reliable business advice from people with a strong background in small business. This gives the books a very practical advantage. Many people complain that the business books they have read in the past offer advice that is too difficult, too expensive or too time-consuming to apply to their own business. The 101 series of books takes into account that most small businesses have three traits in common when it comes to implementing new ideas and concepts: a lack of time, a lack of money and the lack of simple instructions on how to do it.</p><p>101 Ways to Really Satisfy Your Customers has been written in the same style as the other books in the series, 101 Ways to Market Your Business and 101 Survival Tips for Your Business. The books have four distinct sections.<br/></p><p><font size="2">Background information for those seeking a greater understanding of the subject</font><br/></p><p>In 101 Ways to Really Satisfy Your Customers this covers simple background information for those readers wanting to gain a greater understanding of the subject—in this case, customer service. It sets the mood for the entire book and explains some of my key philosophies and observations in the field of customer service.</p><br/><br/>