The Gold Standard: Giving Your Customers What They Didn't Know They Wanted
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77
978-1400224005
HarperCollins Leadership
2021
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loginIn this book, you will:
- Learn how to formulate your own vision, mission statements, and guiding principles, and effectively communicate them to your team.
- Learn how you can align your vision with your essential mission statement.
- Discover the core values, including service and accountability, that fuel Colin’s customer-care ethos, and how you can apply those values to your own business.
- Have a renewed understanding of how vitally important it is that you take good care of the people who work for you so they, in turn, can care for your customers.
- Become armed to inspire and empower your team.
- Be guided to create your own “bible” of scripts, protocols, and procedures that will streamline customer-care situations while making every customer feel like their individual desires are being taken care of.
- Learn how to use every complaint as an opportunity, as well as why you should be more afraid of a client who doesn’t complain when something goes wrong versus one who does.
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