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RavingFans1、AshortcommentRavingFansmaybeaneasy,funread.Butthemessageisdeadserious.Successfulorganizationshaveonecommoncentralfocus:customers.Successcomestothose,onlythose,whoareobsessedwithlookingaftercustomers.Itmakesthepointthatonlyqualityisnotenough.Therecognitionoftheneedforcustomerserviceisimportant.Itteachesustoseecustomersasindividualsandtrytoalltheirneeds.2、ThemainthemeThisbookdescribesthreesecretstoachievehigh-qualitycustomerserviceandcreateravingfans.DecideWhatYouWantWhenyoudecidewhatyouwantyoumustcreateavisionofperfectioncenteredonthecustomer.Youshouldcreateahighqualityservicewhatyouwanttobetreated.Youcancreatethebestmarket,whereeverythingispossibleinyourhead.DiscoverWhatTheCustomerWantsUnderstandcustomers’needsandpayattentiontolisteningtotheovertonesofthecustomer.Sometimes,whatpeoplereallywantdoesn’tshowupdirectlyinwhattheysay.Aftercomparingwhatyouwanttowhatthecustomerwants,youshouldadjustyouideas.DiscoverWhatTheCustomerWants——DeliverPlusOneAfterselectingthemostsuitableideaforthecustomer,whatyoushoulddoistodeliver.Notsometimes,notmosttimes,butallthetime.Bydoingthis,youcanobtainthetrustofcustomers.Besides,customer'sneedsandwantsarealwayschanging,soyoushouldchangeyourideaaccordingly.3、Newconcepts1)Qualityishowwelltheproductworksinrelationtothecustomer’sneed.Thatisjustoneaspectofcustomerservice.Customerservicecoversallthecustomer’sneedsandexpectations.2)Peopleexpectbadgoodsandrudeservice.Theyareonlysatisfiedbecausetheirexpectationsaresolowandbecausenooneelseisdoinganybetter.Soyourbasicservicesloganshouldbe:noworsethanthecompetition.3)Havingsatisfiedcustomersisnotenoughanymore.Theywillbegladtomovealongwhentheyfindsomethingbetter.Ifyouwantaboomingbusiness,youhavetogobeyondsatisfiedcustomersandcreateravingfans.4)Itisstorepolicytolookaftercustomers’needswheneverpossible.Makingcustomersfeelcomfortablewasimportant.5)Havinggoodmotivationcanmakeemployeesachieveself-actualizationandrespecttheirself-esteem.Itisnicetodoagoodjobandrecognizedforit.If
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