Creating Customer Connections
How To Make Customer Service
A Profit Center For Your Company
by
Jack Burke
Silver Lake Publishing, 1997
ISBN 1-56343-149-1
Excellent customer service generates repeat business and strong profit margins. Shoddy customer service creates a quagmire of returned product and complaints. Success in this area requires dedication, intensity....and even a bit of magic. The magic makes for great stories, but the dedication and intensity pay the bills. This book breaks down the various facets of customer service into every nook and cranny of an operation. Complete with tear-out, self-help forms. 317 pages, Merritt Publishing.
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Define your corporate character and
image--so what you say and how you say it matches what
you do and how you do it. Channel spontaneity and creativity in
productive customer service and sales. Use technology and media to link your
company and marketplace. Prioritize your results and keep your staff
focused on the customer. Integrate customer service into every facet
of your marketing and communications. Combine public relations and advertising
with customer service for cost-effective marketing."Success in business requires an integrated marketing and communication approach that will result in the cultivation of a nexus between a company and its customers." Jack Burke
"There can be no argument today why companies must organize around their customers. Jack Burke shows us how. From concept to execution, we learn how to develop high standards for service and how to deliver on them. This is a must read for anyone intent on improving quality." Betsy Sanders, former VP & GM, Nordstrom, Inc. and author of "Fabled Service: Ordinary Acts, Extraordinary Outcomes".
"This book breaks new ground. Burke's fresh ideas possess the power to give a business a competitive advantage. He's light-years ahead because he's the first in this field to integrate customer service into a company's overall marketing and sales program. This is a book where the reader gets ready-to-use ideas on every page." John Graham, president Graham Communications and author of "203 Ways To Be Supremely Successful In The New World Of Selling".
Ordering Information
Creating Customer Connections is available through all major bookstores.
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