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101 Ways toBuild BetterRelationshipswith YourCustomers
Peter R. Garber
HRD Press, Inc.HRD Press, Inc.HRD Press, Inc.HRD Press, Inc.Amherst, MassachusettsAmherst, MassachusettsAmherst, MassachusettsAmherst, Massachusetts
 
 Copyright © 2007, Peter R. GarberAll rights reserved. No part of this publication may bereproduced or transmitted in any form or by any means,electronic or mechanical, including photocopy, recording, orused in an information storage or retrieval system, withoutprior written permission from the author.Published by: HRD Press, Inc.22 Amherst Road1-800-822-2801(U.S. and Canada)1-413-253-34881-413-253-3490 (Fax)www.hrdpress.comISBN: 978-1-59996-050-0Cover design by Eileen KlockarsProduction services by Anctil Virtual OfficeEditorial services by Sally M. Farnham
 
101 Ways to Build Better Relationships with Your Customers
 
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Table of Contents
IntroductionIntroductionIntroductionIntroduction........................................................................................................................................................................................................................................................................ 1111Getting to Know Your Customer........................ 1Universal in Nature............................................ 2 You Are Responsible.......................................... 3How to Use This Book........................................ 4Part 1:Part 1:Part 1:Part 1: Customer ExpectationsCustomer ExpectationsCustomer ExpectationsCustomer Expectations............................................................................................................................................ 77771. Try as Hard to Keep theCustomer’s Business as YouDid to Get it in the First Place................ 92. Keep Your Promises............................... 103. Follow up with the Customer.................. 114. Avoid Selling Tactics............................... 125. Send the CustomerThank-you Letters................................... 136. Don’t Take Credit That’s Not Yours........ 147. Help Make the CustomerFeel Good About the Purchase............... 158. Think Outside the Box............................. 169. Pay Attention to Details.......................... 1810. Close Loops............................................. 1911. Don’t Have Hidden Agendas.................. 2012. Keep Internal Problemsfrom the Customer.................................. 2113. Value Your Relationshipwith the Customer................................... 2214. Don’t Cry “Wolf” to the Customer........... 2315. Give the Customer Reasons toBrag About You........................................ 2416. Expect Less from the Customer............. 25
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