Fabled Service P

ISBN-13: 9780787909383 / Angielski / Miękka / 1997 / 144 str.

Betsy Sanders; Betsy Sanders; Bruce Nordstrom

Opis

Develop standard-setting customer service

Based on the best-selling book Fabled Service by Betsy Sanders

This program will help you develop exceptional customer service that puts your organization above your competition. Inspiring Fabled Service helps you assess your needs and select activities to improve weak areas in your current customer service.

Teach others vital customer service skills, such as how to:
* Positively represent the organization
* Satisfy customers so they will buy the product or service
* Encourage customers to return
* Understand what motivates people and initiates action
* Solve problems immediately and effectively... and more

Simply written, this program includes all necessary materials to create results-oriented, customized customer service training. A Trainer's Guide includes specific direction for administering the Customer Service Survey, which assesses individual strengths and weaknesses in three learning areas: understanding him or herself and others; planning for results; and product/service knowledge. The Guide also includes 12 prepared activities that correspond with the three learning areas. Using results from the survey, you choose activities that will help your group improve in its weaker areas. Each activity specifies goals, materials needed, time required, physical setting, and process (including questions to help you review what was learned and help people understand what can be applied to every day situations).

You will need to order a Participant Workbook for each person involved in the training. The Workbook includes a copy of the survey and participant materials for each activity.

Create great service that gets customers talking

Spis treści

Foreword
Introduction
1. The Road to Fabled Service
2.Fabled Service is a Way of Life
3. Fabled Service is Defined by the Customer
4.Fabled Service is Everyone′s Job
5. Fabled Service is Designed into the System
6. Fabled Service is Inseparable from Integrity
7. Fabled Service is Empowered by Leadership

O autorze

BETSY SANDERS worked with Nordstrom, Inc. for 19 years. During that time, she served as VP and general manager. In that capacity, she was responsible for the inception and development of the Southern California region––the company′s largest and most profitable division, generating $1 billion in annual revenues.At present, Sanders is a consultant specializing in developing and implementing comprehensive business and marketing strategies, customer service objectives, quality performance standards, and leadership potential. She replaced First Lady Hillary Rodham Clinton on the WalMart Board of Directors and also serves on the boards of Carl Karcher Enterprises, H.F. Ahmanson Company, and Vons Companies, Inc., among others. She is founder and director of The National Bank of Southern California, director and second vice–chairman of the Los Angeles Chamber of Commerce, and director and chairman of the United Way of Orange County.

Blurb

In this riveting best–seller, former Nordstrom vice president and general manager Betsy Sanders shares her secrets for making the customer feel like gold, and for achieving the kind of service that made Nordstrom a retail legend. It can help you set the same standards for your organization.

Drawing upon her nineteen–year career with retail giant Nordstrom Inc., renowned for best–in–the–business customer service, Betsy Sanders brings her unique insights to this practical, easy–to–read guide. Using real–life anecdotes and examples from a variety of sources, Sanders outlines the many ways excellent service is created and shows how how you can go about setting the standard for your particular industry. Complete with checklists and action plans, Fabled Service reveals an expert′s secrets for for making customers feel like gold––which inevitably translates to increased profits.