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Awesomely Simple: Essential Business Strategies for Turning Ideas Into Action
book

Awesomely Simple: Essential Business Strategies for Turning Ideas Into Action

by John Spence
September 2009
Beginner content levelBeginner
208 pages
3h 53m
English
Jossey-Bass
Content preview from Awesomely Simple: Essential Business Strategies for Turning Ideas Into Action

6.5. SUMMARY OF KEY POINTS

  • Great customer service is a foundation of building a truly great company.

  • Take everything else you've learned in this book, and focus intensely on listening to the customer and delivering consistently superior customer service.

  • Four key principles lead to business success: show up on time, keep your promises, be extremely polite, and give a little bit more than is expected.

  • Superior customer service can drive as much as an 85 to 104 percent increase in your profitability.

  • The most important customer expectations for great service are reliability, professionalism, empathy, responsiveness, and ambience.

  • Hire for attitude; train for skills.

  • Determine your organization's moments of truth, and ensure that those critical customer ...

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Publisher Resources

ISBN: 9780470494516Purchase book