“Customer service has been central to Dell’s success - this book is packed with practical techniques and proven insights for improving performance.” - Michael Dell, CEO, Dell When You Get This One Thing Right You’ll Literally Obliterate The Competition… How you treat your customers and what you do to keep them coming back for more will have the biggest impact on your bottom line. Get the service right and you’ll benefit from lower future sales costs and increased market share as the ‘good word’ spreads. Get it wrong though and you can kiss goodbye to future business success as ever more sophisticated and demanding customers take their money elsewhere. With this in mind ‘Bare Knuckle’ persuasion expert Simon Hazeldine has joined forces with savvy customer service veteran Chris Norton to show you how to transform your organisation into a world beating customer led cash machine. Drawing on their own hard-won experience and modeling the best customer service principles today, Simon and Chris strip customer service back to the bone giving you the essential tools you really need to become your customers’ true champion. Inside you will learn… * How To Find Out What Your Customers Really Want * The Right Way To Build A Customer Service Culture * How To Implement A Customer Service Strategy * The Bare Knuckle Customer Service Model * How To Benefit From Customer Complaints * What Customer Relationship Management Really Does * How To Set Up & Run A World Class Call Centre * The 5 Most Stupid Things To Say To A Customer * …and much more
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About the Author
Simon Hazeldine has worked as a business development professional and trainer with FTSE 100 companies and multi- national corporations. As well as being a best-selling author for both Bare Knuckle Selling and Bare Knuckle Negotiating
Chris Norton earned his knowledge leading the implementation of a customer service initiative for Dell in what was arguably the most competitive market-place of recent years. Today he is a Director of Mentorgroup Ltd, a respected UK Consultancy, a Director of Watford Football club, and holds non-executive positions with a number of UK-based businesses. With over 25 years experience in Service, Sales and Leadership positions Chris is uniquely qualified to share what he knows. Chris is also a Certified Master Practitioner and Trainer of NLP. he is in demand as a keynote speaker, consultant and elite trainer. Simon has a Masters Degree in the psychology and management of performance and is a Fellow of the Institute of Sales & Marketing Management. He is also Certified as a Master Practitioner and Trainer of NLP.
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Customer Reviews
Most Helpful Customer Reviews
3 of 3 people found the following review helpful
By K. Blackie
Format:Paperback
A very useful book which looks at customer service from many angles. Some of the advice seems obvious - until you remember the many companies we have all dealt with which are not doing the obvious! With the help of the advice in this book that need not be your company. Whether your business is large and global or small and local you will find information in this book which will help you to keep your customers from moving to the competition.
3 of 3 people found the following review helpful
Format:Paperback
Everyone knows that to build a successful business you need to RETAIN your customers once you have convinced them to join you in the first place. This book takes a common sense approach to achieving that goal. I have read all of the 'bare knuckle series' and found they take you on a business journey, from looking at yourself, obtaining what you need from a business transaction and now keeping your customers to build repeat income streams. Simple processes that keep you asking 'why haven't I done that already?' In todays economic climate lose your customers at your own peril!
2 of 2 people found the following review helpful
By J Hall
Format:Paperback
I am usually very sceptical when I see a book with a title like this, and in truth it doesn't offer any new solutions to age old problems. However, it is a very enjoyable to read and everyone can learn something from the advice that is metered out. Whilst the book is more positioned to larger companies, smaller business and the self employed can gain a valuable insight into how customers will judge their business and how they can learn the techniques to keep them coming back for more.
This book is quite rare in the fact that it links customer service to the bottom line. Very helpful if you are trying to persuade your MD or CEO to spend money on a process to improve customer relations which on the face of it won't improve profits overnight or indeed in the short term either. However this book concentrates on the change of mindset needed to tackle customer service issues with real benefits for all.
This book is quite rare in the fact that it links customer service to the bottom line. Very helpful if you are trying to persuade your MD or CEO to spend money on a process to improve customer relations which on the face of it won't improve profits overnight or indeed in the short term either. However this book concentrates on the change of mindset needed to tackle customer service issues with real benefits for all.
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Most Recent Customer Reviews
4.0 out of 5 stars
Quality customer service = profit
It's all very well having sold / negotiated but if you can't keep your customers through delivering service then you may as well not have bothered. Read more
Published on 27 Oct 2008 by P. Parker
5.0 out of 5 stars
I Just Wish The Large Companies Would Make Their Staff Read This Book!
I have to first of all declare a potential conflict of interest because I bought and read Simon's other two books, Bare Knuckle Selling and Bare Knuckle Negotiating, last year and... Read more
Published on 26 Oct 2008 by Mr. Gareth C. Thomas
5.0 out of 5 stars
All you need in one book
I've read and use Simon's previous books, and this one is true to form. What I like best about the Bare Knuckle approach is the truly useable information and no nonsene approach. Read more
Published on 24 Oct 2008 by C. J. Gale
4.0 out of 5 stars
Thought provoking and challenging
Assuming that you are not yet delivering absolutely perfect customer service, this thought provoking easy read that will leave you challenged and ready to raise your game. Read more
Published on 24 Oct 2008 by Andy Clark
4.0 out of 5 stars
A comprehensive handbook for delivering customer satisfaction
If you are not sure whether you need to improve your customer service then you need to read this book. Read more
Published on 10 Oct 2008 by M. Rutter
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