You Can’t Win a Fight with Your Client： & 49 Other Rules for Providing Great Service你无法赢得和客户之间的战争

作者： Tom Markert 著

出 版 社： 音像供货

出版时间： 2007-8-1字数：版次： 1页数： 118印刷时间：开本： 32开印次： 1纸张：I S B N ： 9780061228551包装： 精装编辑推荐

作者简介：Tom Markert is CEO of Ipsos Loyalty Worldwide, a Market Research provider to many Fortune 500 companies and is currently a member of the Board of Directors of State Auto, a publicly traded property and casualty insurer based in Columbus, Ohio. He has held leadership positions at ACNielsen, Citicorp, and Procter & Gamble and has held positions on the board of directors of the Australian professional basketball team the Sydney Kings and the American Chamber of Commerce in New South Wales, Australia. He lives in Connecticut.

内容简介

In this follow-up to You Can't Win a Fight with Your Boss, Tom Markert returns to provide clever, timeless advice on how to offer exceptional service. The most important rule? You can't win a fight with your client!

As American companies large and small have shifted their focus from manufacturing to providing services, keeping clients satisfied has become critical to the survival of every business. Yet, very few people have mastered the art of managing clients successfully. In You Can't Win a Fight with Your Client, Tom Markert argues that the secret to great service lies in understanding and applying a few fundamentals. In fifty small doses, he provides practical advice on how to manage your relationships with your clients and ensure they receive the kind of service that will keep them coming back for more.

A perfect resource for anyone working with clients at any level, You Can't Win a Fight with Your Client is the no-nonsense, straightforward guide to keeping clients happy in today's hypercompetitive and demanding business environment.

目录

Introduction

RULE 1 Know Your Products

RULE 2 Never Bad-Mouth Competition

RULE 3 Understand Revenue and Profit Targets

RULE 4 Know Contract Details

RULE 5 Take Advantage of Being the New Guy

RULE 6 Know Your Cfient's Objectives

RULE 7 Read the Annual Report

RULE 8 Establish Key Performance Indicators

RULE 9 Offer a Total Solution

RULE 10 Be a Client Advocate

RULE 11 Deliver on Your Promise

RULE 12 Build Relationships Everywhere

RULE 13 Win Over Frosty

RULE 14 Be Switzerland

RULE 15 Entertain Clients

RULE 16 WorkOn-Site

RULE 17 Go Coach Class

RULE 18 Get Invited to Meetings

RULE 19 Practice Presentations

RULE 20 Communicate

RULE 21 Call with "No News"

RULE 22 Answer Your Phone

RULE 23 Give Out Your Phone Number

RULE 24 Stick to Your Allotted Time

RULE 25 Respect Your Client

RULE 26 You Can't Win a Fight with Your Client

RULE 27 Accept Criticism

RULE 28 Speak the Truth

RULE 29 Make the Best Out of Bad Situations

RULE 30 Never Give Up Your Company

RULE 31 Don't Embarrass the Client

RULE 32 Respect Confidentiality

RULE 33 Learn Whom You Can Trust

RULE 34 Educate Your Owner

RULE 35 Never Say No

RULE 36 Find Ways to Make Their Lives Easier

RULE 37 Make Recommendations

RULE 38 Empower Clients with Self-Sufficiency

RULE 39 Do the Unexpected

RULE 40 Don't Be Afraid to Sell

RULE 41 Learn From Those Who Are Doing It Well

RULE 42 Know Other Key Suppliers

RULE 43 Get Sticky

RULE 44 Collect Advanced Intelligence

RULE 45 Ask for Help When You Need It

RULE 46 Roll Up Your Sleeves

RULE 47 Showcase Success

RULE 48 Keep the Internal Team Updated

RULE 49 Go Home When the Job Is Done

RULE 50 Exude Quiet Confidence

Acknowledgments