 Willie's Way: 6 Secrets for Wooing, Wowing, and Winning Customers and Their Loyalty
ISBN: 978-0-471-74807-6
Hardcover
208 pages
September 2005
US $19.95
 Add to Cart
This price is valid for United States. Change location to view local pricing and availability. Other Available Formats: Adobe E-Book
|
Instructors may request an evaluation copy for this title.
|
Introduction: Make the Ordinary Extraordinary.
Secret #1: Acknowledge Your Customers Immediately.
What Is a Customer?
Opportunities Lost.
The Game of Service Is the Game of Business.
Heā ™ll Know My Name.
Putting It into Practice.
Secret #2: Redefine Your Routine Activities.
A Finishing School for Motorcycle Cops.
A Service Pro at Work in Terminal A.
The 999 Drill.
Putting It into Practice.
Secret #3: Give Customers Your Undivided Attention.
Hey! Welcome to Ciciā ™s!
We Escort Our Guests.
A Sign of the Times.
Itā ™s Simpleā Service Sells.
Putting It into Practice.
Secret #4: Listen, Think, and Use Common Sense.
I Prefer Peach Yogurt.
Service Is Spelled S-A-Z-E-R-A-C.
When Is a Greeter Not Just a Greeter?
Service Is Common Sense.
Putting It into Practice.
Secret #5: Bend the Rules, Sometimes.
Take a Minute to Think.
He Will if He Really Wants to Sell Me Something.
I Guess This Is My Lucky Day.
Putting It into Practice.
Secret #6: Make the Last Few Seconds Count.
You Donā ™t Expect Us to Give Our Services Away, Do You?
They Try Harder . . . and It Pays.
Well, Iā ™ll Be Doggone.
Making Friends by Serving Friends.
Putting It into Practice.
Conclusion: The Magic of Service Professionalism.
When Magic Isnā ™t Magic After All.
Magic Defined.
Mythical Customer Service.
It Canā ™t Get ā Mulchā Worse than That.
Experiencing a Magical Moment.
About the Author.
Service Professionalism in Action.
Other Books by Phillip Van Hooser.
More Information Available.
