About the Book

This book is about raising customer service to the next level...the outrageously great and highest level! Not only does this book give you the best of customer service strategies and tactics (gathered from 18 years of experience by Mr. Smarty and review of over 200 books on Customer Service), but in Chapter 12 and Chapter 13 it provides the guaranteed road map to success. In Chapter 12 you will get an easy to follow step-by-step summary on how to implement "Outrageous Customer Service" and in Chapter 13 you will receive the agenda, materials, forms, tips, and tools to conduct your own in-house "Outrageous Customer Service" workshop. At the end of each of the Chapters 1-11, a test and checklist will provide you with the action plans to implement the ideas from the chapter.

About the Author Richard C. Andreini Consultant to 200+ Presidents

Mr. Andreini meets with over 20 presidents monthly as an advisor, mentor, coach, and facilitator. As a noted consultant in marketing, leadership, hiring/selection, and strategic planning, his speaking credits include Japan, Europe, Mexico, Canada, and most of the United States. He has been a CEO of several small/medium public companies and run divisions of large companies. His clients include IBM, Hewlett Packard, Hitachi, Quantum, The City of Sunnyvale, San Francisco International Airport, The Indian Army, Master Charge, The New York Stock Exchange, Control Data, Fujitsu, AMS, Westpak, Opus One, and several companies engaged in distribution and manufacturing. As an author of articles in marketing, Andreini has been quoted in Time, Newsweek, Business Week, San Jose Mercury News, Datamation and two best-seller books on IBM. His published works include the highly successful The Information Elite about the software and information technology services market in 1997. During his long and illustrious career as a coach and mentor to CEOs and Presidents on over 200 companies, Andreini has assisted in many important growth and transition projects and has witnesses the success stories of more than 50 individual multi-millionaires.

In this book, Mr. Smarty will answer these important questions:

· What Does Customer Service Look Like?
· What Step-By-Step Process Will Ensure Outrageous Customer Service?
· Why is Customer Service Important?
· Who Are my Customers?
· Do We Have Loyal Customers and How Do We Know?
· What Are Examples of Great and Horrible Customer Service?
· How Can I Improve my Existing Level of Customer Service?
· What is the Customer Strategic Service Plan?
· How do I Handle Complaints?
· Who is Responsible for Customer Service?
· How Much Customer Service is Enough
· Can I go Overboard?
· How do I Teach Employees Customer Service?
· Do the Employees Understand They Are All in Customer Service?.

Source: www.bookwire.com