《Bran-New + The Customer Service Secrets Or Principles For Big & Small Business》 Bob Miglani - TREAT YOUR CUSTOMERS : Thirty Cash Cow Lessons on Service and Sales that I Learned at my Family's Dairy Queen Store
This Concise and proven successful customer Service management book in paperback edition is a bran-new book and nicely wrapped with protective book-wrapper. The original new book is sold at usual price RM70.32. Now here Only at RM10. Bob Miglani grew up helping his family manage their Dairy Queen Store . Now he is a big shot at a Fortune 500 company. But even in this corporate environment, he uses the same business principles for great customer service that he learned serving ice cream. And boy, do his customers appreciate it! Customer service is the cornerstone of every successful business, and in Treat Your Customers, corporate businessman Bob Miglani reveals winning strategies for sales and service using anecdotes and analogies from his experiences working at his family's Dairy Queen(R) store. Miglani uses situations from his parents’ Dairy Queen store as the basis for customer service lessons applicable to business in general–including Fortune 500 companies like the one where he works as a sales executive. Thirty bite-size chapters in plain English make this a quick read. In this book, Miglani, reveals the secrets of customer service that he learned while behind the counter at his family's business. These lessons apply to any business - big or small- and are simple but important : ● Always replace a dropped come ● Taste your own ice-cream ● know your customers' names ● and many more. Miglani cuts to the essence of what makes great customer service by sharing clear, concise techniques and guidelines for coping with difficult customers, minimizing stress, making the up-sell, and helping customer-service providers feel great about doing their jobs. The common thread throughout this book is a mindset focused on pleasing customers and earning their repeat business. Topics include customer service, up-selling, work ethic, leadership, and supplier relationships. Miglani suggests that our vocabulary can distance us from customers. “By removing words like ‘client’ or ‘consumer’ we remove the wall between ‘them’ and ‘us.’ Without a wall to separate us, we are more able to treat them like real people.” “I can’t imagine running a business, whether it’s a Dairy Queen or a major Fortune 500 company, without having a real feel for customers… It’s a good business practice to go on the front line occasionally. It not only helps to get a flavor for the business, but also give the employees a sense there’s someone in the corporate office who actually cares… Do it often enough so that you don’t lose sight of what’s real.” On leadership, Miglani writes, “We do it by working side by side with our people, modeling the behavior so they learn and grow… It’s about helping your employees, colleagues, and team achieve success.” Miglani cuts to the essence of what makes great customer service by sharing clear, concise techniques and guidelines for coping with angry customers, minimizing stress, and making customer service providers feel great about doing their jobs. Both inspiring and educational, Treat Your Customers will appeal to any business owner, manager, or corporate employee who wants to enhance sales, motivate employees, and keep customers coming back. Miglani, a fortune 500 executive, attributes much of his success to managing his family's Dairy Queen for 21 years. Here, he shares the lessons he learned, including "once in a while, taste your own ice cream," (try out the customer experience) and "check the weather before you order" (study consumer preferences and economic trends). Although the book can be predictable, light-hearted examples, like an illustration of the importance of product consistency using the difficult task of getting the height of an ice cream cone just right, make a refreshing medium for business advice. Unified around his eighth lesson, "never forget the plain old vanilla," Miglani shows how satisfying simple advice in a simple package can be. This was a nice short twist on the basics of customer service. The author gives 30 lessons he learned while working in his family's Dairy Queen Store. A few of the things he mentioned were Just remember everyone's human, give quality service, know what you're "selling", embrace new skills and technology, and invest in your people and love what you do. Readers recognized several things that could be incorporated within any work setting. Mr. Miglani did well with explaining each lesson by using specific examples in his work experience. This made it very easy to understand and be a fun read too. About the Author Bob Miglani has been working in a Fortune 500 Company for the last 13 years, where he has had positions of increasing responsibility leading into his current role as Senior Director of Public Affairs. A well respected leader in his field, he has been at the forefront of identifying and embracing new and emerging customers and developing innovative partnerships. He continues to serve a different type of customer in his spare time on the weekends and some holidays at his family's Dairy Queen restaurant which he has helped manage for over 20 years.
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