Description

Shelle Rose Charvet The Customer is Bothering Me – How to Change Attitudes, Improve Results and Grow Your Bottom Line Quote:The Customer is Bothering MeHow to Change AttitudesImprove Results and Grow your Bottom LineTable of ContentsPart One: Are Your Customers Bothering You?Introduction: How Words Change Customers’ MindsChapter 1 — Which Words Change Customers’ Minds: The LAB Profile PatternsPart Two: Responding to the Great Customer Attitude ShiftChapter 2 — Unveiling Your Organization’s Beliefs About CustomersChapter 3 — Decoding Customer OutRageChapter 4 — You Get What You RewardPart Three: Doing Business The Way Your Customer WantsChapter 5 — Create Your Customer Philosophy To Sell MoreChapter 6 — The Words That Change Minds Customer Transaction ProcessPart 4: Dealing with Upset Customers and the Keys to Customer LoyaltyChapter 7 — The Delicate Art of Communicating with Upset CustomersChapter 8 — Treat the Emotion FirstChapter 9 — The Two-Solution SolutionChapter 10 — Why an Apology is Never EnoughChapter 11 — Create a Positive Image in Your Customer’s MindPart 5: Advanced Influencing Strategies for Transforming Communication andBehaviorChapter 12 — The Rules Have Changed: Mass CommunicationChapter 13 — Recruiting for Positive RelationshipsChapter 14 — From Branding to BehaviorChapter 15 — What’s Next?APPENDICESAppendix A — Getting the Front-Line to Make it RealAppendix B — LAB Profile Customer QuestionnaireAppendix C — Influencing Language ShortcutAppendix D — Other LAB Profile Practical ApplicationsAppendix E — LAB Profile Learning ResourcesAppendix F — Conferences, Keynotes and Learning ProgramsAppendix F — Conferences, Keynotes and Learning Programshttp://www.successtrategies.com/customer_is_bothering_meAmazon : http://www.amazon.de/The-Customer-Is-Bothering-Attitudes/dp/0757575064