Client Service Excellence: The 10 Commandments (PDF E-book)

  • ID: 2903329
  • Book
  • 351 pages
  • Knowledge Resources
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As the world moves into “tougher economic times”, attaining a service level that borders on excellence will certainly help you and/or your business to carry on surviving The importance of achieving client service excellence cannot be underestimated It will –

- ensure that you retain your existing clientele, and, more importantly,

- will attract new business and clients from your competitors

The 10 Commandments to Client Service Excellence, will provide you with the tips, concepts and solutions to help answer those questions that you have about achieving service excellence However, it doesn’t end there Its intention is to guide, inspire and uplift you so much so that the quality of your service is transformed from ordinary to excellent and your outlook on life from good to great.

The idea behind this approach allows you to focus on the ideas the author promotes and to decide which can be adopted and used. The author intended that you act on and implement these ideas, rather than just read the text This could change your work ethic or even your style of dealing with people (lifestyle).
The 10 Commandments:

1 Positive and Helpful Attitude
2 Values
3 Passion for Service
4 Go the Extra Mile
5 Be a World-class Listener
6 Best Advice, Best Value
7 Do What You Say You Are Going To Do
8 Stay in Constant Contact
9 Importance and Uniqueness
10 Treat the Client as You Like To Be Treated

The author created a bit of “magic” for you, the reader, and sincerely hope there is indeed a bit of magic in this book for you Francis Bacon said:

Some books are to be tasted,
Others to be swallowed and
some to be chewed and digested

As the author states, you don’t have to be a GURU – just apply the 10 commandments with the right attitude, passion, interest and humility and you will be a “star”.
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ABOUT THE AUTHORv
FOREWORDvii
PREFACEix
INTRODUCTIONx
CHAPTER 1: YOU DON’T HAVE TO BE A GURU – JUST LIVE LIKE ONE
Your Inherent Qualities
Is the Client Number One?
YOU (Pty) Ltd
Bridging the Gap between the Client and the Business
First Play to Your Strengths Then Improve on Your Limitations
CHAPTER 2: WHAT WORKS FOR YOU?
No Two People Work Exactly the Same
Acquiring the “Tools” for the Job
Start Your Own Toolbox
Get into the Habit of Using Your “Tools”
Experiences Will Become Your Education
No One Can Prescribe to You It’s Your Choice
Re-examine the Way You Work
CHAPTER 3: FIRST IMPRESSIONS – LAST IMPRESSIONS
First Impressions Set the Tone of the Relationship
A Positive Self-image and Self-esteem
You Can Lose a Deal without Even Knowing It
That Last Impression Will Always Be Remembered
CHAPTER 4: WHAT IS CLIENT SERVICE EXCELLENCE?
Definition of Client Service Excellence
The Basics of Client Service Excellence
What is the Impact of Client Service Excellence in Your Life?
The 6Cs Model – the Essentials of Client Service Excellence
There Are Two Parties That Make up the Basis for Excellent Service
Put Yourself in the Client’s Shoes
Referral of Business
The Sprint or Marathon Service Model
Knowledge Is Power
CHAPTER 5: LOYALTY AND RETENTION OF CLIENTS
Factors That Lead to Client Loyalty and Retention
The Cost of Retaining Clients
CHAPTER 6: BARRIERS TO CLIENT SERVICE EXCELLENCE
For Every Roadblock There Is a Detour
Elimination of Barriers
Empower the People
Barriers in Other Forms
CHAPTER 7: A SUPPORT BASE
Your Personal Support Staff
Management
Reference to Other Qualified Staff and Segments of the Business
Systems of Support
CHAPTER 8: THE THREE PRINCIPLES TO CLIENT SERVICE EXCELLENCE
Principle Number 1: See the Big Picture
Principle Number 2: Respect the Personality/Psychology of Your Client
Principle Number 3: Discover and Use Your Strengths and Support System
CHAPTER 9: THE 10 COMMANDMENTS TO CLIENT SERVICE EXCELLENCE
The 10 Commandments at Work
How the 10 Commandments Are Intertwined with All Other Service Concepts
CHAPTER 10: Commandment Number One: Positive and Helpful
Attitude
Positive and Helpful Attitude
How To Stay Motivated and Display a Positive Attitude
Taking Responsibility
Communication – Stay in the Loop
Teamwork
A Positive and Helpful Attitude – General Issues
Are You in the Right Mood To Serve or Sell?
CHAPTER 11: COMMANDMENT NUMBER TWO: VALUES
Personal and Business Ethics
You Wear Your Company’s Culture on Your Sleeve
Adding a Personal Touch
Your Word Should Be Your Bond
What Are the Important Principles You Live By?
CHAPTER 12: COMMANDMENT NUMBER THREE: PASSION FOR SERVICE
Live the Brand
Solutions, Not Excuses
Dealing with Mistakes
Make the Call Now
Don’t Accept Mediocrity
Flexibility
CHAPTER 13: COMMANDMENT NUMBER FOUR: GO THE EXTRA MILE
How Far Is the Extra Mile?
The Extra Degree
The Small Things Count
Serve with Grace
CHAPTER 14: COMMANDMENT NUMBER FIVE: BE A WORLD-CLASS
LISTENER
Listen before You Speak or Act
Clients Tell You What They Want … Listen to Them
Clarify and Confirm
Seize the Opportunity
CHAPTER 15: COMMANDMENT NUMBER SIX: BEST ADVICE, BEST VALUE
Have a “Can-do Attitude”
Beware the Pitfalls of Adding Value
Is Your Behaviour Ethical?
What Real Value Can You Offer?
CHAPTER 16: COMMANDMENT NUMBER SEVEN: DO WHAT YOU SAY YOU
ARE GOING TO DO
Are You All Talk and No Action?
Deliver More Than You Promise
Walk the Talk
CHAPTER 17: COMMANDMENT NUMBER EIGHT: STAY IN CONSTANT CONTACT
Constant Communication
Face Time with the Client
Taking Calls after Hours
Follow up with the Client
CHAPTER 18: COMMANDMENT NUMBER NINE: IMPORTANCE AND UNIQUENESS
Don’t Take Clients for Granted
Keep Notes on the Client
Kids Are the Clients of the Future
Play the Name Game
Warmth and Sincerity
Respect
Be Able To Converse on Any Topic
Don’t Be Late
Make Time for Clients
CHAPTER 19: Commandment Number Ten: Treat the Client as
You Like To Be Treated
What You Sow, So Shall You Reap
What Goes Around … Comes Around
CHAPTER 20: DEALING WITH ANGRY OR UPSET CLIENTS
Tips for Dealing with Angry or Upset Clients
CHAPTER 21: TIPS ON E-MAIL COMMUNICATION
APPENDIX 1: BRIEF GUIDE TO SIGNING UP OR LANDING THE CLIENT
REFERENCES AND RECOMMENDED READING
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