The Customer Conundrum Gary L Smith 9780976761907 Books
Download As PDF : The Customer Conundrum Gary L Smith 9780976761907 Books
There is clearly a huge gulf that has been created in the arena of customer service. This gulf exists between what business owners espouse as their customer service philosophies and what customers are actually experiencing in their daily personal and business transactions. What's worse is that this "gulf" appears to be widening, especially with the impact of global operations and sourcing. In The Customer Conundrum, Gary Smith identifies the core issues relating to the customer service gulf, and then gives solid, practical advice on how you can create, maintain, and lead a true customer-centric organization.
The Customer Conundrum Gary L Smith 9780976761907 Books
The Customer Conundrum: 9 Crucial Steps for Winning Customers and Outsmarting Your Competition” by Gary L. Smith show’s you how to take your companies customer service to the next level. The author gives real-world examples of both good and bad customer service based upon his own experiences and those submitted by others.The “Conundrum” is the gap between what companies provide as customer service and what customers actually receive. This book shows how to close that gap with an actionable formula. Through numerous customer service stories business people can learn how to get this right every day.
One great example of top-notch customer service involved an experience with Apple the author had when he broke his iPhone. Apple resolved his issue in the best possible way by both delighting and surprising the customer. This goes a long way to help explaining why Apple is one of the world’s largest and most successful businesses. The author does a great job using real-life examples many of us are familiar with and delivers them as teachable moments.
Customer service is not necessarily something that a businessperson understands instinctively how to deliver. But, a customer on the receiving end almost always recognizes when it is good or bad. How can someone master great service delivery? Luckily it can be learned and the author has created a nice formula developed on the job in one of his key employment experiences as an engineering head at a medical products business.
Find out what the “Optech Model” is and how it became the foundation of Smith’s work. Learn about the “Golden Core” and why it should be the goal of every business. You will get to know all three sections of the model and its nine facets. This proven formula can help turn your customers into advocates for your business. The value of that kind of testimonial can be measured in goodwill, happy customers for the long term and even more business.
The appendices are as important as the main chapters of this book and should be both read and studied. They explain the “Optech Model” and its nine vertices in even more detail.
In about 100 pages you will learn what great customer service is and how to deliver it. It is time well spent based upon the knowledge you will gain. Get your hands on this book now and leave your competitors in the dust.
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Tags : The Customer Conundrum [Gary L. Smith] on Amazon.com. *FREE* shipping on qualifying offers. There is clearly a huge gulf that has been created in the arena of customer service. This gulf exists between what business owners espouse as their customer service philosophies and what customers are actually experiencing in their daily personal and business transactions. What's worse is that this gulf appears to be widening,Gary L. Smith,The Customer Conundrum,Gary L. Smith,0976761904,Business & Economics General,Business & management,Business Economics Finance,General
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The Customer Conundrum Gary L Smith 9780976761907 Books Reviews
The lifeblood of any business' success is the way it treats it's customers. This is unfortunately a fact that many forget or don't truly appreciate, and it leads to not just the loss of business but the collapse of what can be a great product or service.
In THE CUSTOMER CONUNDRUM author Gary L. Smith reminds us all of the role we play in getting and keeping those who can help us grow in our businesses----and what we need to avoid.
What I really appreciate the most about the book is that it reminded us all that from the top down the focus has to be on not what the customer can do for us but what we can do for them. Smith shares what we should avoid in customer service and what we can do to improve and become better.
The other great reminder from the book is that we are living in a world that is constantly changing, and we have to be willing to evolve so that we are keeping up with the times. In the process of growing and becoming bigger we have to also focus on becoming better. A book like this can help you stand out from the competition by making sure you are putting your customer first.
The Customer Conundrum 9 Crucial Steps for Winning Customers and Outsmarting Your Competition” by Gary L. Smith show’s you how to take your companies customer service to the next level. The author gives real-world examples of both good and bad customer service based upon his own experiences and those submitted by others.
The “Conundrum” is the gap between what companies provide as customer service and what customers actually receive. This book shows how to close that gap with an actionable formula. Through numerous customer service stories business people can learn how to get this right every day.
One great example of top-notch customer service involved an experience with Apple the author had when he broke his iPhone. Apple resolved his issue in the best possible way by both delighting and surprising the customer. This goes a long way to help explaining why Apple is one of the world’s largest and most successful businesses. The author does a great job using real-life examples many of us are familiar with and delivers them as teachable moments.
Customer service is not necessarily something that a businessperson understands instinctively how to deliver. But, a customer on the receiving end almost always recognizes when it is good or bad. How can someone master great service delivery? Luckily it can be learned and the author has created a nice formula developed on the job in one of his key employment experiences as an engineering head at a medical products business.
Find out what the “Optech Model” is and how it became the foundation of Smith’s work. Learn about the “Golden Core” and why it should be the goal of every business. You will get to know all three sections of the model and its nine facets. This proven formula can help turn your customers into advocates for your business. The value of that kind of testimonial can be measured in goodwill, happy customers for the long term and even more business.
The appendices are as important as the main chapters of this book and should be both read and studied. They explain the “Optech Model” and its nine vertices in even more detail.
In about 100 pages you will learn what great customer service is and how to deliver it. It is time well spent based upon the knowledge you will gain. Get your hands on this book now and leave your competitors in the dust.
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