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Imperial Library
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Index
Cover Page
Title Page
Copyright Page
Dedication
Contents
Introduction: Be Nice!
Rule #1 Customer Service Is Not a Department
Rule #2 You Win Customers One at a Time and Lose Them a Thousand at a Time
Rule #3 Great Service Follows the Law of Gravity
Rule #4 Don’t Get Bored with the Basics
Rule #5 Ask Yourself, “What Would Mom Do?”
Rule #6 Be an Ecologist
Rule #7 Look Sharp
Rule #8 Always Act Like a Professional
Rule #9 Hire the Best Cast
Rule #10 Be Your Own Shakespeare
Rule #11 Become an Expert at Creating Experts
Rule #12 Rehearse, Rehearse, Rehearse
Rule #13 Expect More to Get More
Rule #14 Treat Customers the Way You’d Treat Your Loved Ones
Rule #15 Be Like a Bee
Rule #16 Know the Truth, the Whole Truth, and Nothing but the Truth
Rule #17 Listen Up
Rule #18 Be a Copycat
Rule #19 Fish Where the Fishermen Ain’t
Rule #20 Be a Wordsmith—Language Matters
Rule #21 Make Yourself Available
Rule #22 Always Be the Giving One
Rule #23 If They Say They Want Horses, Give Them a Motorcar
Rule #24 Don’t Just Make Promises, Make Guarantees
Rule #25 Treat Every Customer Like a Regular
Rule #26 Serve to WIN
Rule #27 Make ASAP Your Standard Deadline
Rule #28 Know the Difference Between Needs and Wants
Rule #29 Have a Geek on Your Team
Rule #30 Be Relentless About Details
Rule #31 Be Reliable
Rule #32 Don’t Give the Responsibility
Rule #33 Never, Ever Argue with a Customer
Rule #34 Never Say No—Except “No Problem”
Rule #35 Be Flexible
Rule #36 Apologize Like You Really Mean It
Rule #37 Surprise Them with Something Extra
Rule #38 Keep Doing It Better
Rule #39 Don’t Try Too Hard
Acknowledgments
If You Want to Learn More . . .
Index
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