Amaze Every Customer Every Time by Hyken, Shep -- Read -- Imperial Library of Trantor

Index

Cover Page Dedication Title Copyright Contents PART ONE: AMAZEMENT

CHAPTER ONE: Introduction to Amazement CHAPTER TWO: The Case for Ace CHAPTER THREE: People with the Passion to Serve CHAPTER FOUR: Operationalizing Helpful CHAPTER FIVE: The Seven Amazement Principles

PART TWO: THE 52 TOOLS FOR CUSTOMER AMAZEMENT

CHAPTER SIX: LEADERSHIP

1. Act Like You Own the Place 2. Trust 3. Debrief on Both Misery and Magic 4. Befriend the Competition 5. Adapt or Die 6. Know the Value of Your Customers 7. Know What Drives Your Success 8. You Can’t Be Good at Everything 9. Play to Your Strengths

CHAPTER SEVEN: CULTURE

10. To Be the Best Place to Buy, Be the Best Place to Work 11. Don’t Take the Easy Way Out 12. The Awesome Responsibility 13. Defend the Culture 14. Shift Your Vocabulary 15. Adopt a Customer-First Mindset 16. Celebrate Uniqueness 17. Great Ideas Come from Everyone 18. Consistency 19. Tell the Story 20. Be a Committed Learner 21. Mentoring 22. Starting Over

CHAPTER EIGHT: ONE-ON-ONE

23. It’s Showtime! 24. Treat Customers the Way They Want to Be Treated 25. Focus on the Customer, Not the Money 26. Manage the First Impression 27. Engage! 28. Ask the Extra Question 29. One to Say Yes, Two to Say No 30. Cross-Sell and Up-Sell! 31. Last Impressions 32. Be Accountable 33. The Customer Is Not Always Right 34. Bounce Back 35. Master the Art of Recovery 36. Manage the Wait 37. Avoid Loyalty Killers 38. Seize the Moment!

CHAPTER NINE: THE COMPETITIVE EDGE

39. Own Your Mile 40. Satisfaction Is a Rating, Loyalty Is an Emotion 41. Be Easy to Do Business With 42. Get Firsthand Experience 43. Show Your Gratitude 44. Don’t Leave Loyalty to Chance 45. Do What Is Not Expected 46. Deliver Amazing Follow-Up 47. Stay in Touch 48. Get Proactive

CHAPTER TEN: COMMUNITY

49. The Law of Reciprocity 50. Do Local Well 51. Loyalty Goes Both Ways 52. Be Part of Something Bigger than Yourself

EPILOGUE: CREATE A DEMANDING CUSTOMER ACKNOWLEDGMENTS INDEX ABOUT THE AUTHOR