811.1
C22
Carl, Sewell, Paul B. Brown
Customers for Life: How to Turn That One-Time
Buyer Into a Lifetime Customer [Текст] / Sewell, Paul B. Brown
Carl. - New York : Pocket Books, 1990. - 175 p. -
ISBN
0-671-74795-9 : Б. ц.
Кл.слова (ненормированные):
Customers for Life --
Economics --
Finance
Аннотация: In this completely revised and updated edition of
the customer service classic, Carl Sewell enhances his time-tested
advice with fresh ideas and new examples and explains how the
groundbreaking “Ten Commandments of Customer Service” apply to
today’s world. Drawing on his incredible success in transforming
his Dallas Cadillac dealership into the second largest in America,
Carl Sewell revealed the secret of getting customers to return
again and again in the original Customers for Life. A lively,
down-to-earth narrative, it set the standard for customer service
excellence and became a perennial bestseller. Building on that
solid foundation, this expanded edition features five completely
new chapters, as well as significant additions to the original
material, based on the lessons Sewell has learned over the last ten
years. Sewell focuses on the expectations and demands of
contemporary consumers and employees, showing that businesses can
remain committed to quality service in the fast-paced new
millennium by sticking to his time-proven approach: Figure out what
customers want and make sure they get it. His “Ten Commandants”
provide the essential guidelines, including: • Underpromise,
overdeliver: Never disappoint your customers by charging them more
than they planned. Always beat your estimate or throw in an extra
service free of charge.
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