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    Customer Service: The Dynamic Manager’s Handbook On How To Build Customer Loyalty
    Customer Service: The Dynamic Manager’s Handbook On How To Build Customer Loyalty
    Customer Service: The Dynamic Manager’s Handbook On How To Build Customer Loyalty
    Ebook47 pages1 hour

    Customer Service: The Dynamic Manager’s Handbook On How To Build Customer Loyalty

    By Dave Donelson

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    About this ebook

    How do you manage the customer who refuses to be satisfied? That’s just one of the many customer relations dilemmas facing small business owners and managers every day. This collection contains dozens of tactics for keeping your customers happy so they not only stay with you, they bring their friends along, too!

    “Keeping Your Business Customer Friendly” points out numerous small things that can turn into big customer irritants if you’re not careful.

    “Three Sure Ways To Drive Away Customers” explains how staff attitudes and communication skills ultimately determine just how loyal your customers remain.

    “Dealing With Difficult Customers” shows how to turn that steaming monster into a happy, satisfied, repeat buyer.

    “Managing Unhappy Service Business Customers” examines the special customer relations problems faced by businesses like repair shops.

    “Case Study: Chacon Autos Steers Through A Downturn” goes behind the scenes to see how strong customer relations helped this small business prosper while their competition floundered.

    LanguageEnglish
    PublisherDave Donelson
    Release dateMay 29, 2011
    ISBN9781458059277
    Customer Service: The Dynamic Manager’s Handbook On How To Build Customer Loyalty
    Author

    Dave Donelson

    Dave Donelson’s world-roving career as a management consultant and journalist has led to writing and photography assignments for dozens of national publications. The Dynamic Manager's Guide series is based on his work with hundreds of business owners and managers as well as his own experiences as a successful entrepreneur. He is also the author of Creative Selling: Boost Your B2B Sales and two novels, Heart Of Diamonds and Hunting Elf.

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      Book preview

      Customer Service - Dave Donelson

      Customer Service

      The Dynamic Manager’s Handbook On

      How To Build Customer Loyalty

      by Dave Donelson

      Donelson SDA, Inc.

      Copyright 2011 Dave Donelson

      ISBN: 978-1458059277

      Smashwords Edition

      A note from the author

      The Dynamic Manager Handbooks are for entrepreneurs, managers, and others who want to succeed in small business by learning more about management techniques, operations, and best practices. Each volume in the collection is devoted to a single topic. The material was extracted from the Dynamic Manager Guides, my series of books based on my experiences as a business journalist, consultant, and entrepreneur.

      Table of Contents

      Chapter 1- Keeping Your Business Customer-Friendly

      Chapter 2 - Three Sure Ways To Drive Away Customers

      Chapter 3 - Dealing With Difficult Customers

      Chapter 4 - Managing Unhappy Service Business Customers

      Chapter 5 - Case Study: Chacon Autos Steers Through A Downturn

      About Dave Donelson

      Chapter 1

      Keeping Your Business Customer-Friendly

      Customer relationships can’t be taken for granted because even the smallest molehill can turn into a mountain if you’re not careful.

      Most small business owners would quickly agree that it’s easier to lose a customer than to get a new one. It’s a lot more expensive, too, if you count not only the cost of replacing that old customer but the business you’ve lost until you do. Unfortunately, there’s also a third cost that’s impossible to quantify but may be the most expensive of all—the damage the bad word of mouth can do to your future business from other potential customers. In other words, keeping the customers you have may be the best way to run a profitable business.

      We like to think that things like the quality of our company’s products or service and the fairness of our pricing are the most important factors when it comes to building customer loyalty. To a certain extent, that’s certainly true. But there are several other things we do (or don’t do) in our operations that can sour the customer’s feelings toward us and, all too often, drive them into the welcoming arms of our competitors. Most of those things seem like such small items that we can’t imagine losing a customer over them. But customer relationships can’t be taken for granted because even the smallest molehill can turn

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