ob satisfaction employee satisfaction listening to the customer customer service training and more Training"

Thats Customer Focus Create a customer focused organization image

   Main | Buy Now |  Free Articles | Privacy Policy | Terms of ServicePurchase Agreement | The SeriesCompanionContact Us

 

Maximize Customer Focus and Customer Value with Strategies That Really Work!

 

That's Customer Focus! presents 12 proven and critical strategies which will help you to accomplish this by creating or enhancing customer focus in your organization.  - Guaranteed!

As we have described on our Home page, you can purchase a complete version of That's Customer Focus! or, if you prefer you can purchase it in smaller components.

You may be wondering why we did this. Some of you may prefer to test the water and build your Customer-Focus strategy one step at a time. Or perhaps you are skeptical and don't want to part with your hard-earned cash even though we offer a money-back guarantee. Whatever your reasons, we just wanted to make it easy for you to take advantage of the information contained in this e-book.

If you have not yet explored at the topics on our home page, why not click here and review this and then come back to this page. To save you time, we didn't want to be too repetitive.

 

 

That's Customer Focus!-The Series  is a IV Part series which maps out exactly what you need to know and do in order to achieve greater customer focus.

Whether you are a business owner, senior executive, manager or supervisor this book will provide you with a game plan, tactics and targeted actions for how you can strengthen customer focus.

What is covered in this series?

We have repositioned some of the topics in the series so why not take a minute to review our table of contents for each part.

Click here to view the Table of Contents and outcomes of each chapter

Click here to download an excerpt from Chapter 1

You can learn what the best-of-the-best already know and do. You can learn how to create a Customer-Focused Organization by purchasing this Four Part series for only  $8.25 for each part in the series.

And, when you purchase our e-book you also get a 60 day money back guarantee which is as follows: . "ClickBank sells our products - they are a trusted online retailer specializing in digitally delivered products.". ClickBank will, at its option, replace or repair any defective product within 60 days from the date of purchase. After 60 days all sales are final. ClickBank does reserve the right to alter or revise its return policy at any time.

Consultants would charge you hundreds if not thousands of dollars for the knowledge we provide you in this incredible resource. You can purchase each part for only $8.25 so why not purchase Part 1 right now!

 

      

Why not take your first step on your journey to improved performance and profitability?

Buy That's Customer Focus! - The Series Part I   Today.

 

For the price of lunch you can start learning about how to differentiate your business from your competitors, earn your customer's loyalty and improve your company's performance and profitability.

Please don't wait any longer. Buy That's Customer Focus!  - The Series  today.

Buy That's Customer Focus! - The Series  Part I  Click Here

Buy That's Customer Focus! - The Series  Part II Click Here

Buy That's Customer Focus! - The Series  Part III Click Here

Buy That's Customer Focus! - The Series  Part IV Click Here

 

 

 

 

 

Back to top

 

 

 

 

   Home  | Privacy Policy Terms of Service  |  Purchase Agreement  The Series  |  Companion  |  Contact Us

© 2007 copyright www.thatscustomerfocus.com customer service books and training seminars

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Table of Contents and outcomes

Part I

Chapter 1:   Customer Focus 101

  • defines what service is and is NOT

  • discusses why service is important and presents a business case for creating a Customer-Focused Organization

  • provides you with tools to create a business case for your specific organization

  • explores customer expectations and customer perceptions when it comes to service

     Chapter 2:  What is a Customer-Focused Organization?

  • provides a simple definition and description of a customer-focused organization

  • provides a description of the common characteristics of a customer-focused organization

  • offers an exercise to critique your own business on its customer focus

 

Chapter 3:  Creating a Shared Vision and Service Values

  • provides you with an explanation of why a shared vision is important

  • suggests the steps to be followed in creating a shared vision

  • provides a definition of service values

  • outlines the importance of embedding service values throughout the company

  • provides an example of a service values and beliefs

Part II

Chapter 4:   Service Comes From Within

  • explains how and why customer service and customer satisfaction require cooperation and partnership among employees of different functions and departments

  • helps you to identify your internal service partners

  • helps you assess to what degree you are a help or a hindrance to your customers and identify areas for service improvement

  • discusses those situations in which people indirectly affect the value customers receive

  • provides a service checklist that will allow you to see the relationship between your job and the customer's satisfaction

  • helps you to identify ways to help others in the organization to provide service more effectively

Chapter 5:      Customer-Focused Leadership

  • explains why service is a leadership issue

  • defines ten key Customer-Focused Leadership Principles (Best Practices)

  • provides you with a method to assess your current level of customer-focused leadership

 

Chapter 6:  Training and Selection

  • describes the attributes of exceptional service providers

  • provides a method for evaluating current employee customer-focused behavior and attitudes

  • describes what training is needed to be truly customer-focused

  • provides tips on hiring/selecting customer-focused employees

Part III

Chapter 7:  Know Your Customers

  • outlines the importance of listening to the voice of the customer

  • offers a simple method to better understand your customers and their needs

  • provides sample surveys and customer interview tools

  • explains important considerations when designing your survey process

  • assists you in designing your own survey instrument

Chapter 8:  Know Your Competition

  • provides unique techniques for gathering information about your competition

  • provides an exercise to apply the techniques for gathering competitive information

  • offers an exercise for producing a competition report card

Chapter 9:  Learning From Your Customers

  • provides a definition of Moments of Truth

  • offers tips for identifying Moments of Truth

  • provides a definition for identifying critical customer incidents

  • offers tips and techniques for investigating critical customer incidents

  • suggests ways critical customer incidents can be used to aligned your processes and procedures to ensure a quality customer experience.

 

Part IV

Chapter 10:  Service Standards

  • discusses important considerations when using service standards

  • discusses the need for integrating service standards into training and day-to-day performance

  • provides examples of specific customer service standards for greeting the customer, transfers, putting callers on hold and problem resolution

  • gives examples of how phone messages, voice mail and email can be used to demonstrate customer commitment

  • offers recommendations on how to establish service standards

Chapter 11:  Pro-Active and Effective Recovery

  • explains why service recovery is of strategic importance

  • discusses the development of specific pro-active recovery plans

  • provides an analysis tool to help you determine the current state of your service recovery methods

  • provides an approach for dealing with angry customers

Chapter 12:  Reward and Recognition

  • provides an outline for designing your own Reward and Recognition program

  • includes a list of critical "Do's and Don'ts" for designing your Reward and Recognition Program

Chapter 13:  Measuring Operational and Service Quality

  • provides a case study that illustrates the connection between service and operational measures

  • offers examples of operational measures

  • explains how these operational measures can be used as the foundation of your improvement efforts

  • provides an exercise to help you identify your operational and service measures

  • provides an exercise for identifying your service and quality improvement readiness

Chapter 14:  Conclusion and Critical Action Items Checklist

  • this checklist will help you organize and plan your Customer-Focused Strategy and Implementation plan

Consultants would charge you hundreds if not thousands of dollars for the knowledge we provide you is this incredible resource. You can purchase each part for only $8.25 so why not purchase Part I right now!

Click here to return to where you were previously so you can find out more about the book and the special bonus offer and other option.

Click here to download a pdf excerpt from Chapter One

For more information on our programs or how we may be of help please contact us

 

Back to top

 

 

 

 

   Home  | Privacy Policy Terms of Service  |  Purchase Agreement  The Series  |  Companion  |  Contact Us

 

 

© 2007 copyright www.thatscustomerfocus.com customer service books and training seminars