"Act as if you like your customer", says customer service expert Carol Smith. She shows builders and their management staffs how to make their home buyers' experience a positive one from initial contact through warranty service. Satisfied customers are not born that way. They are created. A successful customer service program is one of the key elements in closing sales and getting referrals. You can increase sales by developing stronger customer service goals and organising the activities necessary to reach them. This book explores the fundamental customer service challenges that every service-oriented company faces: staff; quality; documentation; internal communication; policies and procedures. Carol Smith examines the sequence of a builder's relationship with home buyers and shows builders how to initiate service and successfully manage customers' experiences instead of just reacting to issues customers raise. In "Daily Operations: Working with Customers", she focuses on: expectations; preliminaries; customers and construction; new home delivery; warranty service. The book -- with its forms, checklists, documents, and resources guide -- provides what you need to give your customer service program new life. It includes what you need to easily institute a comprehensive customer service program. Create satisfied customers every time with Carol Smith's industry-tested guidelines.
- ISBN10 0867185627
- ISBN13 9780867185621
- Publish Date 1 January 2003 (first published 1 December 1990)
- Publish Status Active
- Out of Print 18 June 2021
- Publish Country US
- Imprint BuilderBooks
- Format Paperback
- Pages 128
- Language English