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Book De*ion

In this completely revised and updated edition of the customer

service classic (more 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 more 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, learnedabout

hospitality from Japanese culture, cleanliness from Disney,

and

politeness from his mother.

Book Dimension

length: (cm)20.8 　　　 　　　　　 　　　　　 width:(cm)14

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