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Customers for Life: How to Turn That One-Time Buyer Into a Lifetime Customer Издательство: Currency, 2002 г Мягкая обложка, 208 стр ISBN 0385504454 инфо 10106n.
Customers for Life: How to Turn That One-Time Buyer Into a Lifetime Customer Издательство: Currency, 2002 г Мягкая обложка, 208 стр ISBN 0385504454 инфо 10106n.

In this completely revised and updated edition of the customer service classic (more than 600,000 copies sold), Carl Sewell enhances his time-tested advice with fresh ideas and new examples and explains how thаэьомe 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 returблщъхn 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, showбслаиing 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; No complaints? Something's wrong: If you never ask your customers what else they want, how are you going to give it to them? Measure everything: Telling your employees to do their best won't work if you don't know how they can improve; Borrow, borrow, borrow: Sewell, for example, learned about hospitality from Japanese culture, cleanliness from Disney, and politeness from his mother Revised edition Авторы Карл Сьюэлл Carl Sewell Это человек, который увеличил свой бизнес с 10 млн долларов в 1968 году до 250 млн долларов в 1998бтмьл году, с прибылью, выросшей в такой же пропорции Карл Сьюэлл продает автомобили: Кадиллаки и Хендай, Лексусы и Шевроле Показатели удовлетворенности его Пол Б Браун Paul B Brown.