Delighting Your Customers

Enhanced descriptions from Syndetics:

The Business on a Shoestring series helps small business owners grow their business imaginatively, effectively and without spending a fortune. Aimed at entrepreneurs with plenty of vision and commitment but not a lot of cash, each book is packed with ideas that really work, real-life examples, step-by-step advice and sources of further information.

Your relationship with your customers is probably one of the most important you'll ever have. No business can survive without them, but reaching customers in the first place is a big challenge for small companies. This revised edition offers invaluable advice on: Understanding your customers, Asking for feedback... and learning from it, Creating a customer service strategy, Hiring the right people, Setting up and implementing complaint processes, Adding a personal touch. Being creative...But making sure you can deliver and Learning from your competitors.

'...brimming with customer service delights, covering everything from understanding your customers' expectations to handling their complaints.' Management Today

Table of contents provided by Syndetics

• Acknowledgements (p. ix)
• Introduction (p. 1)
• 1 Understanding your customers (p. 5)
• 2 Creating a customer service strategy (p. 18)
• 3 Making a positive impression (p. 32)
• 4 Adding a personal touch (p. 48)
• 5 Creativity at work (p. 64)
• 6 Asking for feedback ... and acting on it (p. 85)
• 7 Learning from your competitors (p. 100)
• 8 Delivering on your promises (p. 110)
• 9 Handling customer complaints (p. 121)
• 10 My formula for success (p. 135)
• Index (p. 141)