Just Say Yes

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If you would like to bring your company’s sales to the next level… If you would like to set your company apart from the rest… Just Say yes! shows you the way to go. Just Say Yes! is your guide to extreme customer service. It is your roadmap to untold levels of growth and customer retention. This is no gimmick-laden quick fix scam. It’s a book of practical advice and real-life case studies that highlights the methods necessary to keep existing customers happy and find new ones. The methods proposed here are not always smile, but they are enormously effective. Just Say Yes! helps you make extreme customer service a reality by: Putting customer needs ahead of company policy Using extreme customer service as a power-selling technique for customer retention. Developing a system of customer service that actually identifies and delivers what our customers are looking for. Saying “thank you” and meaning it; training you employees to be civil to your customers as a matter of course. Motivating everyone in your organization to make extreme customer service their number one priority. Understanding what business you’re really in… and what makes your best customers keep coming back. Contents Introduction No Problems, No Problem, No Problem Unhappy Customers Don’t Always Yell Back They Just Stop Coming Reach Them Where They Live: The Magic of the Database Welcome to the Land of Big Civility and Common Sense Customer Service Starts With Common Sense Service Service… All I Care About Is Price! Who Are These Customers… and Why Do They Say Such Awful Things Ask a Futurist Where Customers Are Headed! Min Your Own Business Be Outrageous… As Long As You Create the Right Rage Civility and Business… Mutually Exclusive

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s Philip R. Nulman is a highly acclaimed advertising and marketing executive and founder of FDN&P, a leading advertising and marketing agency. He was a leader In the launch of Working Mother magazine, and he is the author of Start-Up Marketing: An Entrepreneur’s Guide to Launching, Advertising, Marketing, and Promoting Your Business. Exclusive Distributor ANE Books, E-1/16 (Basement), Ansari Road, New Delhi-110 002 Phone: 011-3276844, Fax: 011-3276863