Enhanced Customer Satisfaction

By Lucille Orr and John Rich

John Rich and Lucille Orr are the best-selling authors of "Networking Games -- Making Profitable Connections". Jointly they have more than 60 years experience in Sales, Customer Service and Networking in Business.

Their advice is shared with you under the following Chapter headings;
EYE CONTACT, SMILE, BE CALM, HAVE FUN, RELAX, BE COMFORTABLE, LEAVE YOUR PROBLEMS AT HOME, BE IN CONTROL, ASK QUESTIONS - WAIT FOR ANSWERS, MAKE FRIENDS, BE HONEST, COMPLIMENT THEM, REMEMBER THEM, ENGAGE IN THEIR LIVES AND PROJECTS, INTRODUCE YOURSELF AND OTHERS AROUND YOU, GIVE, BE GENEROUS, GO THE EXTRA MILE, HELP AND ASSIST, KNOW WHEN TO JOKE, KNOW WHAT TO SAY AND HOW TO SAY IT, DON'T GET ANGRY WITH CUSTOMERS, BE AN EXPERT IN YOUR FIELD, ACT LIKE YOU OWN THE BUSINESS, NETWORK WITH YOUR CUSTOMERS, BUILD A GOOD RELATIONSHIP WITH YOUR SUPPLIERS, INSTORE PRODUCT LOCATION GUIDE.

Once you have read this book you will know exactly how to gain new business, keep your existing clients happy and have them referring new customers to you on a regular basis.

• Language: English
• Publisher: eBookIt.com
• Release date: Apr 26, 2016
• ISBN: 9780987159878

Book preview

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ENHANCED CUSTOMER SATISFACTION

When John Rich asked me to work on a CUSTOMER SERVICE book with him I started to think of the many times I had been disappointed with the way my friends and I have been treated by staff serving us in retail stores in Australia. It’s certainly an excellent time to highlight why so many Australians are choosing to purchase online, especially from overseas stores.

I’ve owned many small and medium sized businesses since the tender age of 21 and there was a time way back in the early seventies when I owned three computer businesses in three states and I lived in three fully furnished homes I owned in Adelaide, Melbourne and Sydney. I was earning an excellent income and being young, I certainly knew how to spend it!

My largest business was in Melbourne and I often purchased three dresses in the same design, but in different colours, if I found a frock I really liked. There was a small boutique in a shopping mall near my home close to the Melbourne - Tullamarine Airport. The two women who owned the shop never missed showing me their new stock, even if I was just walking past their store, they would rush out and talk me into having a look at the new fashions.

PURCHASING FASHION

I ended up purchasing a lot of my clothes from their store, mainly because they were honest with me. If the dress didn’t suit me they told me so, but if it did they certainly did their best to talk me into buying one or even three of the same dress.

Around that period in my life, I remember starting to walk into a dress shop in Melbourne CBD and before I got right inside the empty store, the one and only sales assistant; a young woman called out, Sorry dear, there’s not a thing in this store that would fit you! I was probably about a size 12 at the time and for my height I had a good figure. That’s what all the men would tell me, not that they would