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The Buzz
- 50 Little Things That Make a Big Difference to Serve Your Customers (Executive Summary)
- Lu par : Bookbytes
- Durée : 10 min
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The Buzz
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Description
"Get the First Five Seconds Right"
The original Tom Peters-style fashion for customer service evolved into CRM (customer relations management), and as companies struggled to reduce costs, improve efficiency, and enhance profits, they allowed high-technology and computers to take over many of the traditional roles exercised by empowered and customer-friendly front-line people. Call centres, IVR (interactive voice recording), and Internet ordering became the order of the day. Empowered front-line employees were proving just too expensive and too unreliable to provide cost-effective customer service. In other words, many companies lost the plot.
"Make Customers Laugh"
This audiobook is aimed at stimulating senior executives, managers, and front-line employees to re-examine the little things they do every day in relation to customers (external and internal).