000			03832nam a2200385 a 4500
001			ebr10196929
003			CaPaEBR
006			m u
007			cr cn|||||||||
008			061030s2007 nyua s 001 0 eng
010			_z 2006036390
015			_aGBA711636 _2bnb
016	7		_z013672016 _2Uk
020			_z0071484213 (alk. paper)
020			_z9780071484213 (alk. paper)
035			_a(OCoLC)647676710
040			_aCaPaEBR _cCaPaEBR
050	1	4	_aHF5415.5 _b.G548 2007eb
082	0	4	_a658.8/12 _222
100	1		_aGlanz, Barbara A. _913259
245	1	0	_aCare packages for your customers _h[electronic resource] : _ban idea a week to enhance customer service / _cBarbara A. Glanz.
260			_aNew York : _bMcGraw-Hill, _cc2007.
300			_axxi, 201 p. : _bill. ; _c21 cm.
500			_aIncludes index.
505	0		_aSelf assessment--How well are you currently doing in building customer loyalty? -- Weekly ideas -- Determine the lifetime value of a customer -- Remember the two levels of every interaction -- Don't take a customer's anger personally -- Surprise co-workers and internal customers with anonymous gifts -- Remember that everyone sees the world differently -- Value employees as "whole" persons -- Listen with your heart -- Reframe how you view mis-takes in your organization, Part one -- Reframe how you view mis-takes in your organization, Part two -- Decorate your cubicle or workspace with things that remind you of giving good service -- Celebrate the gift of life! -- Remember the concept of the emotional bank account, Part one -- Remember the concept of the emotional bank account, Part two -- Decorate hallways and walls with inspirational quotations and graphics -- Hold focus groups, Part one -- Hold focus groups, Part two -- Give yourself a hand -- Five loyalty builders -- Celebrate small wins -- Brainstorm ways you can enhance your customer's experience, Part one -- Brainstorm ways you can enhance your customer's experience, Part two -- Brainstorm ways you can enhance your customer's experience, Part three -- Focus on what you can do -- Have fun with stories -- You don't learn anything with your mouth open -- Beautiful people don't just happen -- Work on a community project -- Every customer is a gift -- Always anticipate the customer's needs -- Whenever you can, offer the customer options -- Inform the customer when you have gone out of your way for them -- Manage by wandering around -- Know why customers are unhappy with your organization -- Honor customer complaints -- Do just a little bit extra for each customer -- Take an employee to lunch -- Are you friendly? -- Think like a customer -- Four things customers want -- Manage from the heart -- The four steps to recovery -- Happy employees create happy customers -- Hold grapevine sessions -- Stay calm with a difficult customer -- A dilemma -- Create a human level database -- Use selective agreement -- Use an objective measurement to communicate the seriousness of the situation! -- Celebrate any good news you can find -- Have a "thank your customers day" -- Have a "thank your internal customers day" -- Add a personal signature to your work -- Conclusion: you have a choice!
533			_aElectronic reproduction. _bPalo Alto, Calif. : _cebrary, _d2009. _nAvailable via World Wide Web. _nAccess may be limited to ebrary affiliated libraries.
650		0	_aCustomer loyalty. _911800
650		0	_aCustomer services.
650		0	_aCustomer relations.
655		7	_aElectronic books. _2local _974
710	2		_aebrary, Inc. _975
856	4	0	_uhttp://site.ebrary.com/lib/kimke/Doc?id=10196929 _zAn electronic book accessible through the World Wide Web; click to view
942			_2ddc _cEB
999			_c9378 _d9378
952			_70 _40 _00 _2lcc _bVLIB _yEB _10 _oHF 5415.5 .G548 2007eb _d2011-08-02 _aVLIB