Клиенты на всю жизнь

In this completely revised and updated edition of the customer service classic than copies sold Carl Sewell enhances his time tested advice with fresh ideas and new examples and explains how

  • Title: Клиенты на всю жизнь
  • Author: Carl Sewell Карл Сьюэлл Пол Браун Михаил Иванов Михаил Фербер Paul B. Brown
  • ISBN: 9785916571684
  • Page: 100
  • Format: Paperback
  • In this completely revised and updated edition of the customer service classic than 600,000 copies sold , Carl Sewell enhances his time tested advice with fresh ideas and new examples and explains how the groundbreaking Ten Commandments of Customer Service apply to today s world Drawing on his incredible success in transforming his Dallas Cadillac dealership intoIn this completely revised and updated edition of the customer service classic than 600,000 copies sold , Carl Sewell enhances his time tested advice with fresh ideas and new examples and explains how the groundbreaking Ten Commandments of Customer Service apply to today s world.Drawing on his incredible success in transforming his Dallas Cadillac dealership into the second largest in America, Carl Sewell revealed the secret of getting customers to return again and again in the original Customers for Life A lively, down to earth narrative, it set the standard for customer service excellence and became a perennial bestseller Building on that solid foundation, this expanded edition features five completely new chapters, as well as significant additions to the original material, based on the lessons Sewell has learned over the last ten years Sewell focuses on the expectations and demands of contemporary consumers and employees, showing that businesses can remain committed to quality service in the fast paced new millennium by sticking to his time proven approach Figure out what customers want and make sure they get it His Ten Commandants provide the essential guidelines, including Underpromise, overdeliver Never disappoint your customers by charging them than they planned Always beat your estimate or throw in an extra service free of charge No complaints Something s wrong If you never ask your customers what else they want, how are you going to give it to them Measure everything Telling your employees to do their best won t work if you don t know how they can improve Borrow, borrow, borrow Sewell, for example, learned about hospitality from Japanese culture, cleanliness from Disney, and politeness from his mother.

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    One thought on “Клиенты на всю жизнь”

    1. Прекрасная книга для кому важно сделать так чтоб клиенты их никогда уже не покинули. Автор учит как удержать клиентов у себя навсегда. Он предлагает клиентоориентированый подход ведения бизнеса в духе «отношению к клиентам так как хочелось бы отнешение других людей к себ [...]

    2. Слухала як аудіокнигу, дуже легка у сприйнятті. Варто обов'язково радити тим хто займається продажами. Пара ідей з книжки, які взяла собі в користування: вивчайте сервіс у інших бізнесах від доставки піци до п'ятизіркового готелю і сміливо беріть у свій бізнес все що сподоб [...]

    3. Helpful customer service advice based on real-world experience. I like how practical the advice is, because it comes from years of firsthand experience with a successful business that scores high on customer service. It's easy to read, with plenty of examples, and helpful checklists at the end of each chapter. It's a bit repetitive, and Sewell likes to brag.It's clear that Sewell excels at identifying problems, solving them, and continuously improving. I love processes and systems, so I like the [...]

    4. Книга «Клиенты на всю жизнь» Карла Сьюэлла это рассказ автора о том, как он создал лучший сервис в своей отрасли или как можно сделать один из лучших сервисов. Книга продолжает серию небольших практических советов, именно советов, как сделать свой бизнес лучше. Тут нет длин [...]

    5. One story in this book - about the cost of debating the value of a customers shirt that was damaged when it was left in a car's trunk during service - was the basis of my entire approach to satisfying every customer complaint when I owned my dry cleaning business. You may win the argument, but the customer will win the battle because a business cannot follow them around rebutting their story - so you'd better make sure that story paints you in the most positive light possible.

    6. Определенно мастхэв для всех сейлз менеджеров и владельцов бизнеса. Книга о том, как привлекать новых и заботиться об уже существующих клиентах. При этом не забывать о сотрудниках. Ведь важен баланс)

    7. I got this book as a gift from my divisional head after the boot camp we had in Mumbai. So, I started reading it with a sense of learning from it. The author Carl is a veteran in automobile dealership business. Disclaimer: My narration may keep you in the middle of a sea if you are a non automobile guy. But surely it will hit the bulls eye if you are with a OEM esp in the after sales business.The author demonstrated the various techniques he implemented in customer handing in an automobile deale [...]

    8. Перечитал Открыл, чтобы найти одну цитату, зацепился взглядом, и не удержался - дочитал до конца :)Великая книга о сервисном подходе к бизнсу! Про то, как надо строить бизнес на основе правильных и долгосрочных отношений с клиентами. Книга несомненный must read всех времен и наро [...]

    9. Мне попалась эта прекрасная книга в аудиоформате. Прослушал за два дня и нисколько не жалею потраченного времени.Главная мысль автора заключается в том, чтобы относиться к клиентам по человечески, как к хорошим приятелям и друзьям. А ведь на самом деле так оно есть, потому [...]

    10. Lots of good advice and success stories for anyone selling in any capacity (traditional commissioned salespeople to bank tellers and retail clerks, and everything in between). Really liked the structure of the book with short chapters, summary boxes and callouts to highlight valuable passages. Personally have a hard time subscribing to the "pay more as an incentive to performance" theory. I'm sure in the short run it can work, but I think that there is more to motivate your better employees than [...]

    11. Книжка полезная, но много воды, сильно "американизированные" примеры и жизненные истории, как мне кажется далеко не применимые с русским менталитетом. Хотя в целом хорошо. но после неё я прочитал 100 абсолютных законов успеха в бизнесе Брайна Трейси. Вот там вообще 100 действи [...]

    12. Сьюэл выстроил автомобильный бизнес. Его дилерская сеть - лидер всех топов, потому это книга не теоретика, но практика. Полезной она будет во многих отраслях, где присутствует клиенториентированность. Для меня, как разработчика социальных игр, там тоже нашлось немало интер [...]

    13. Книга отлично подойдет любому человеку, имеющему дело с понятием "клиент". А таковыми являются почти все. Поэтому я бы смело рекомендовала ее любому взрослому человеку. Прочитав ее снова смотришь на свое дело, как в момент задумки, когда думал, зачем ты все начинаешь, и что х [...]

    14. Одна з кращих книжок про надання сервісів. В ній є практичні поради, які легко застосувати і які дійсно мають сенс. Основна ідея Карла полягає в тому, що за рахунок дуже хорошого сервісу і надання багатьох додаткових послуг (за які інші беруть гроші), лояльного ставлення до к [...]

    15. My company gives this book to everyone in Sales when they start. It is a quick read that really talks about how to treat customers. It helps to get in the right frame of mind when you are going to be talking to them and how you should treat them to make them a lifelong customer. In Sales, relationships are everything and this book gives us some great ways to start, strength, and improve relationships!

    16. The First Management Book I Read This is the first management book I ever read back when it first came out. I recently bought the Kindle version to review it again some twenty five years later and enjoyed it very much. I even picked up a couple of thoughts I missed the first time. I highly recommend this book to any business owner that's looking to stand head and shoulders above their competition.

    17. The basics of successful selling are easy to understand, yet not simple to do. Treat people with respect, dignity and appreciate their faith in you. It's the little things that you do for your buyers that make the biggest impression. If more car dealerships followed Carl's formula, we would have a better perception of that industry.

    18. Relatable and practicalRelatable and practicalThis is the most easily relatable business book I have probably ever read. It is full of practical and easy to implement ideas about to provide better service for your customers which, of done correctly is always profitable in the long run.

    19. My Dad got me this book and told me that it wouldn't just help with customer service, but it would help me with business in general. He couldn't have been more right! The CMO for the company I work for now is a big fan of Carl Sewell, and believe it or not, I work on just the other side of Lovefield Airport from Sewell.

    20. One of the best, common sense books about customer service, here's an example: "Customers are good. If a customer tells you he has a problem, the chances are 99 out of a 100 he really does. Don’t let the other 1% make you mistreat everyone else."

    21. written by a car guy, for car guys who get itDefinitely not a book for anyone who thinks price sells cars. This is for those dealers/managers/advisors who want to do the right thing with their customers.

    22. The strongest point of the book is its practical orientation. Author speaks to the point and proves each statement with real life examples. However, I found that the book could elaborate more on communication issues with thw customers: language, selling techniques, email/phone etiquette etc.

    23. Хорошая книга! Большинство - это подходы Lean методологии для улучшения. И пару вещей которые пришли в результате поиска решений. Воды достаточно мало и хорошо организовано предоставление материала - реально лучший сервис для своих читателей ( клиентов ).

    24. Good book for anyone in any kind of customer service. The book is a bit old and you can tell it was written quite a while ago but it's still a good book and puts "customer service" in the proper perspective.My rating: 8/10

    25. Read this on a recommendation from Manager Tools. I endorse the recommendation.This book fit all my criteria for a good non-fiction read: readable, theory combined with actionable steps and very inspiring. Made me want to open my own business tomorrow.

    26. This is an easy read with some straight forward rules of good customer service. However, it does not say anything that is overly profound. The basic point is to treat customers well, and they will reward you with loyalty.

    27. Автор рассказывает о ключевых моментах, приведших его компанию к успеху. Не кратковременному успеху, а всерьёз и надолго, что сложнее. Ничего особенного. Самая часто встречающаяся мысль – воспринимай свой бизнес, как часть себя и уважай своих клиентов, как родных или друзе [...]

    28. It's a little dated, but full of rich ethical philosophies that last in businessother favorite business book for sure.

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