"Big Book on Customer Service Customer Retention Customer Loyalty customer satisfaction job satisfaction employee satisfaction listening to the customer customer service training and more Training"

Thats Customer Focus Create a customer focused organization image

Maximize Customer Focus and Customer Value with Strategies That Really Work!

That's Customer Focus! presents 12 proven and critical strategies which will help you to accomplish this by creating or enhancing customer focus in your organization. - Guaranteed!

As we have described on our Home page, you can purchase a complete version of That's Customer Focus! or, if you prefer you can purchase it in smaller components.

You may be wondering why we did this. Some of you may prefer to test the water and build your Customer-Focus strategy one step at a time. Or perhaps you are skeptical and don't want to part with your hard-earned cash even though we offer a money-back guarantee. Whatever your reasons, we just wanted to make it easy for you to take advantage of the information contained in this e-book.

If you have not yet explored at the topics on our home page, why not click here and review this and then come back to this page. To save you time, we didn't want to be too repetitive.

That's Customer Focus!-The Series is a IV Part series which maps out exactly what you need to know and do in order to achieve greater customer focus.

Whether you are a business owner, senior executive, manager or supervisor this book will provide you with a game plan, tactics and targeted actions for how you can strengthen customer focus.

What is covered in this series?

We have repositioned some of the topics in the series so why not take a minute to review our table of contents for each part.

Click here to view the Table of Contents and outcomes of each chapter

Click here to download an excerpt from Chapter 1

You can learn what the best-of-the-best already know and do. You can learn how to create a Customer-Focused Organization by purchasing this Four Part series for only $8.25 for each part in the series.

We guarantee it.

If, in the next 8 weeks, you are not satisfied with this book, we’ll give you your money back.

Consultants would charge you hundreds if not thousands of dollars for the knowledge we provide you in this incredible resource. You can purchase each part for only $8.25 so why not purchase Part 1 right now!

And there’s more!

Buy all four parts of That's Customer Focus! - The Series for the low introductory price of $8.25 for each part and we will give you the following bonus items at no extra charge.

When you purchase Part I you will also get free access to our

Customer-Focused Leadership - Online self-assessment.

This exceptional online assessment tool will enable you to assess your current level of Customer-Focused Leadership. (Value $25.00)

This unique online assessment will help you to identify your strengths as well as areas which require development in all of the proven dimensions of Customer-Focused Leadership.

When you purchase Part II you will also get free access to our

Are You a Multi-Dimensional Coach?

This online self-assessment will help you to identify how effective you are as a Coach based on five unique dimensions of coaching. (Value $25.00)

When you purchase Part III you will also get this free download.

Free Snazzy Alarm Clock

This amazing absolutely free computer screen clock is courtesy of our friends and associates at I and A Research Inc.

Snazzy Clock can wake your laptop (from standby mode) in the morning ten minutes before the alarm and sounds a gorgeous gong when it's time to wake. You can also use it to:

Set an alarm when a meeting is scheduled to end
Remind yourself when it's time for lunch, dinner
Wake up in your hotel room from your laptop
Watch an educational video (see below)

Every month you can click "This Month's video" to see an educational video that launches from inside the clock to teach you how to use a new I & A Research technology.

Position it anywhere on your desktop, even on a secondary screen

Docking mode can automatically hide the clock off the screen until you need it.

Why not take your first step on your journey to improved performance and profitability?

Buy That's Customer Focus! - The Series Part I Today.

For the price of lunch you can start learning about how to differentiate your business from your competitors, earn your customer's loyalty and improve your company's performance and profitability.

Please don't wait any longer. Buy That's Customer Focus! - The Series today.

Buy That's Customer Focus! - The Series Part I Click Here

Buy That's Customer Focus! - The Series Part II Click Here

Buy That's Customer Focus! - The Series Part III Click Here

Buy That's Customer Focus! - The Series Part IV Click Here

And remember, if, in the next 8 weeks, you are not satisfied with this book, we’ll give you your money back. Guaranteed.

Back to top

Table of Contents and outcomes

Part I

Chapter 1: Customer Focus 101

defines what service is and is NOT

discusses why service is important and presents a business case for creating a Customer-Focused Organization

provides you with tools to create a business case for your specific organization

explores customer expectations and customer perceptions when it comes to service

Chapter 2: What is a Customer-Focused Organization?

provides a simple definition and description of a customer-focused organization

provides a description of the common characteristics of a customer-focused organization

offers an exercise to critique your own business on its customer focus

Chapter 3:  Creating a Shared Vision and Service Values

provides you with an explanation of why a shared vision is important

suggests the steps to be followed in creating a shared vision

provides a definition of service values

outlines the importance of embedding service values throughout the company

provides an example of a service values and beliefs

Part II

Chapter 4:   Service Comes From Within

explains how and why customer service and customer satisfaction require cooperation and partnership among employees of different functions and departments

helps you to identify your internal service partners

helps you assess to what degree you are a help or a hindrance to your customers and identify areas for service improvement

discusses those situations in which people indirectly affect the value customers receive

provides a service checklist that will allow you to see the relationship between your job and the customer's satisfaction

helps you to identify ways to help others in the organization to provide service more effectively

Chapter 5:      Customer-Focused Leadership

explains why service is a leadership issue

defines ten key Customer-Focused Leadership Principles (Best Practices)

provides you with a method to assess your current level of customer-focused leadership

Chapter 6:  Training and Selection

describes the attributes of exceptional service providers

provides a method for evaluating current employee customer-focused behavior and attitudes

describes what training is needed to be truly customer-focused

provides tips on hiring/selecting customer-focused employees

Part III

Chapter 7:  Know Your Customers

outlines the importance of listening to the voice of the customer

offers a simple method to better understand your customers and their needs

provides sample surveys and customer interview tools

explains important considerations when designing your survey process

assists you in designing your own survey instrument

Chapter 8: Know Your Competition

provides unique techniques for gathering information about your competition

provides an exercise to apply the techniques for gathering competitive information

offers an exercise for producing a competition report card

Chapter 9: Learning From Your Customers

provides a definition of Moments of Truth

offers tips for identifying Moments of Truth

provides a definition for identifying critical customer incidents

offers tips and techniques for investigating critical customer incidents

suggests ways critical customer incidents can be used to aligned your processes and procedures to ensure a quality customer experience.

Part IV

Chapter 10:  Service Standards

discusses important considerations when using service standards

discusses the need for integrating service standards into training and day-to-day performance

provides examples of specific customer service standards for greeting the customer, transfers, putting callers on hold and problem resolution

gives examples of how phone messages, voice mail and email can be used to demonstrate customer commitment

offers recommendations on how to establish service standards

Chapter 11:  Pro-Active and Effective Recovery

explains why service recovery is of strategic importance

discusses the development of specific pro-active recovery plans

provides an analysis tool to help you determine the current state of your service recovery methods

provides an approach for dealing with angry customers

Chapter 12:  Reward and Recognition

provides an outline for designing your own Reward and Recognition program

includes a list of critical "Do's and Don'ts" for designing your Reward and Recognition Program

Chapter 13: Measuring Operational and Service Quality

provides a case study that illustrates the connection between service and operational measures

offers examples of operational measures

explains how these operational measures can be used as the foundation of your improvement efforts

provides an exercise to help you identify your operational and service measures

provides an exercise for identifying your service and quality improvement readiness

Chapter 14: Conclusion and Critical Action Items Checklist

this checklist will help you organize and plan your Customer-Focused Strategy and Implementation plan

Consultants would charge you hundreds if not thousands of dollars for the knowledge we provide you is this incredible resource. You can purchase each part for only $8.25 so why not purchase Part I right now!

Click here to return to where you were previously so you can find out more about the book and the special bonus offer and other option.

Click here to download a pdf excerpt from Chapter One

For more information on our programs or how we may be of help please contact us

Back to top