Dr Jean-Pierre Thomassen ondersteunt sinds 1993 directies bij de omslag naar een waarde-, klant- en servicegerichte focus. Hij heeft sinds zijn eerste boek over klanttevredenheid in 1994, inmiddels 19 boeken geschreven over klantgerelateerde themas. Daarnaast is hij werkzaam als marketingdocent voor de Rijksuniversiteit Groningen.
Meer over de auteursHow do you provide exceptional service to demanding customers?
They're standing at your check-in desk, calling you on the phone, chatting with you online. Maybe they're seated in business class on your flight. Or eating at one of the tables you're waiting on. As a service employee, you encounter dozens or even hundreds of customers a day. Some of them are easygoing. With them, you can't go wrong. But some are demanding. They set the bar high and let you know it.
How should you serve these customers? Find out in this book. World-class service is like Olympic sports. Online forms, chatbots and protocols can be helpful, but ultimately it comes down to you, the one who provides personal service. You make all the difference. By giving the customer a warm welcome, by thinking in solutions instead of obstacles.
This book gives you six practical rules that will make you a champion in this sport. Not cheap tricks that customers can see right through, but guidelines for consistently great, authentic, meaningful service. Our real-life anecdotes and helpful rules of thumb will give you insight into your own strengths and weaknesses, and inspire you to strive for the best. So that you, too, can create exceptional customer experiences.
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