Enhanced Customer Satisfaction

John Rich, Lucille Jr. Orr

Description

John Rich and Lucille Orr are the best-selling authors of "Networking Games – Making Profitable Connections". Jointly they have more than 60 years experience in Sales, Customer Service and Networking in Business.

Their advice is shared with you under the following Chapter headings;
EYE CONTACT, SMILE, BE CALM, HAVE FUN, RELAX, BE COMFORTABLE, LEAVE YOUR PROBLEMS AT HOME, BE IN CONTROL, ASK QUESTIONS - WAIT FOR ANSWERS, MAKE FRIENDS, BE HONEST, COMPLIMENT THEM, REMEMBER THEM, ENGAGE IN THEIR LIVES AND PROJECTS, INTRODUCE YOURSELF AND OTHERS AROUND YOU, GIVE, BE GENEROUS, GO THE EXTRA MILE, HELP AND ASSIST, KNOW WHEN TO JOKE, KNOW WHAT TO SAY AND HOW TO SAY IT, DON'T GET ANGRY WITH CUSTOMERS, BE AN EXPERT IN YOUR FIELD, ACT LIKE YOU OWN THE BUSINESS, NETWORK WITH YOUR CUSTOMERS, BUILD A GOOD RELATIONSHIP WITH YOUR SUPPLIERS, INSTORE PRODUCT LOCATION GUIDE.

Once you have read this book you will know exactly how to gain new business, keep your existing clients happy and have them referring new customers to you on a regular basis.

Sujets

• Communication organisationnelle
• Coaching
• Business
• Economics
• Gestion et management
• Mentoring

Informations

• Publié par: eBookIt.com
• Date de parution: 21 février 2013
• Nombre de lectures: 0
• EAN13: 9780987159878
• Langue: English

Extrait

ENHANCED
CUSTOMER SATISFACTION
 
 

 
 
Written by Customer Service & Sales Professionals:
 
JOHN RICH & LUCILLE ORR
Bestselling authors of
Networking Games-Making Profitable Connections
 


ENHANCED CUSTOMER SATISFACTION
Published in eBook format by Lucille Orr
Converted by http://www.eBookIt.com
 
ISBN: 978-0-9871598-7-8
First Published December 2011
National Library Card Number & ISBN
Copyright c John Rich and Lucille Orr.
All rights reserved.
 
Editing by Jackie Davies
Book Production by Steven Orr
Cover Design by Steven Orr
 
No part of this publication may be reproduced in any form or by any means, electronic, mechanical, photocopying, recording or otherwise without the prior written consent of the authors. Quotations from three books, “The Net Result”, “How to Ask for What You Want and GET IT” and “Networking Games – Making Profitable Connections”.
 
Introduction
 
 
John Rich and Lucille Orr are the best-selling authors of “Networking Games – Making Profitable Connections”. Jointly they have more than 60 years experience in Sales, Customer Service and Networking in Business.
 
Their advice is shared with you under the following Chapter headings;
EYE CONTACT, SMILE, BE CALM, HAVE FUN, RELAX, BE COMFORTABLE, LEAVE YOUR PROBLEMS AT HOME, BE IN CONTROL, ASK QUESTIONS - WAIT FOR ANSWERS, MAKE FRIENDS, BE HONEST, COMPLIMENT THEM, REMEMBER THEM, ENGAGE IN THEIR LIVES AND PROJECTS, INTRODUCE YOURSELF AND OTHERS AROUND YOU, GIVE, BE GENEROUS, GO THE EXTRA MILE, HELP AND ASSIST, KNOW WHEN TO JOKE, KNOW WHAT TO SAY AND HOW TO SAY IT, DON’T GET ANGRY WITH CUSTOMERS, BE AN EXPERT IN YOUR FIELD, ACT LIKE YOU OWN THE BUSINESS, NETWORK WITH YOUR CUSTOMERS, BUILD A GOOD RELATIONSHIP WITH YOUR SUPPLIERS, INSTORE PRODUCT LOCATION GUIDE.
 
Once you have read this book you will know exactly how to gain new business, keep your existing clients happy and have them referring new customers to you on a regular basis.
 
Meet the Authors
 
John Rich
 
John lives in Sydney, Australia and was born and educated in Poland. He migrated to Australia alone in 1981 with Civil Engineering qualifications, and worked as a freelance Marketing Consultant. In 1987 he ventured into video and television production starting his own business called the Family Broadcasting Network.
 
He always had a passion for sailing and in 1992 the Rich Challenge was born and he was actively planning and organizing sponsors for his Around the World sailing competition when he was diagnosed with stomach cancer. A successful operation was followed by almost fatal complications, and in those grey times facing death, John discovered new depths of determination and tactics to turn away from despair and seek new goals and challenges.
 
Finding the will to fight back he eventually joined the BT Global Challenge 1996-97 crewed by people with disabilities. He helped this brave crew sail halfway around the world before another severe challenge to his physical health struck. Many would have thrown in the towel, but not John.
 
He overcame all his health problems and started another successful business as a management consultant evaluating financial ratings, IT and marketing solutions for large corporations.
 
John has over 35 years sales and customer service experience and has been working in the retail sector for the past six years, developing innovative sales and customer service training programs. He is a highly sort after educator and professional speaker due to his ability to communicate a clear message to his audience.
 


Lucille Orr
 
Lucille was born in South Australia and lives in her homes in Adelaide and Sydney. She worked on one of the first six IBM computers installed in Adelaide. Five years later she turned her knowledge and experience in the industry into a national, computer training, staffing and processing business in three states, employing over 100 permanent staff.
 
After 11 years she sold her Key Punch Centres and assisted an Adelaide based company expand its retail business in Sydney and later joined Gloria Marshall Figure Salons as their NSW State Manager.
 
In 1980 she was the first female manager with the Ansett/TNT group as its Sales Manager of Ansett Air Freight (SA). Following the birth of her son Steven in 1982 she joined Wang Computer as a Senior Sales Executive and later became the Adelaide Festival Centre Restaurants, as the Sales and Promotions Manager.
 
While at AFC she created the first dinner and show packages ever sold as a BAS ticket and an Executive Women’s Luncheon Club. In 1987 she started her own Dinner and Show business and created the Australian Executive Women’s Network which expanded to 19 branches across Australia within five years.
 
One of her greatest achievements was creating the Telstra Business Women’s Award which started as the Telecom Australian Executive Woman of the Year Award. Lucille organized this award nationally for nine years before Telstra renamed it in 1995 as a corporate promotion. Lucille published two books titled, “The Net Result” detailing the winning women’s success stories, followed by a third book released in Japan.
 
Easter 1994; in four days Lucille wrote the best-selling book titled “How to Ask for What You Want and GET IT!” In 1995 she was invited to live in Sydney again and work as a founding Mentor and Supervisor for the NSW Department of State and Regional Development’s – Business Women’s Mentor Program. After six successful years working as a Mentor, Business Consultant, Corporate and Small Business Coach, Professional Speaker and Radio Broadcaster she returned to Adelaide after the Sydney Olympic Games ended in 2000.
 
Before leaving Sydney Lucille Orr and John Rich wrote their first joint publication, “Networking Games – Making Profitable Connections” after meeting at AUSTRADE’s Business Club Australia during the 17 days of the Games. Lucille returned to Adelaide to study real estate and opened AWARE Properties in December 2000. Keen to educate more women and their families she documented her first decade in real estate in her book “AWARE – Australian Women and Real Estate,” published in 2011.
 
You will find many e-books written by Lucille Orr and jointly with John Rich.

Contact Details
 
John Rich
[e-mail]
www.johnrich.com.au
www.rich.net.au
 
Lucille Orr
[e-mail]
[e-mail]
www.lucilleorr.com
www.awareproperties.com.au
 
John Rich and Lucille Orr
Speaking Engagements
International office: 61 8 8232 1469
John Rich 61 412 517 424
Lucille Orr 61 413 069 006
 
Steven Orr Photography & Design
[e-mail]
Steve Orr 61 413 685 075
 
ENHANCED CUSTOMER SATISFACTION
 
 
When John Rich asked me to work on a CUSTOMER SERVICE book with him I started to think of the many times I had been disappointed with the way my friends and I have been treated by staff serving us in retail stores in Australia. It’s certainly an excellent time to highlight why so many Australians are choosing to purchase online, especially from overseas stores.
 
I’ve owned many small and medium sized businesses since the tender age of 21 and there was a time way back in the early seventies when I owned three computer businesses in three states and I lived in three fully furnished homes I owned in Adelaide, Melbourne and Sydney. I was earning an excellent income and being young, I certainly knew how to spend it!
 
My largest business was in Melbourne and I often purchased three dresses in the same design, but in different colours, if I found a frock I really liked. There was a small boutique in a shopping mall near my home close to the Melbourne - Tullamarine Airport. The two women who owned the shop never missed showing me their new stock, even if I was just walking past their store, they would rush out and talk me into having a look at the new fashions.
 
PURCHASING FASHION
 
I ended up purchasing a lot of my clothes from their store, mainly because they were honest with me. If the dress didn’t suit me they told me so, but if it did they certainly did their best to talk me into buying one or even three of the same dress.
 
Around that period in my life, I remember starting to walk into a dress shop in Melbourne CBD and before I got right inside the empty store, the one and only sales assistant; a young woman called out, “Sorry dear, there’s not a thing in this store that would fit you!” I was probably about a size 12 at the time and for my height I had a good figure. That’s what all the men would tell me, not that they would know!
 
When I saw the movie Pretty Woman with Julia Roberts I knew exactly how she felt when she had money and the sales assistants in Rodeo Drive wouldn’t serve her.
 
Later when I was operating my women’s network nationally, I bought a lot of clothes from a small shop, very close to my home in Adelaide. My husband enjoyed surprising me by shopping in the same store because the owner knew my size and would advise him on the colours and styles I preferred.
 
SERVICE AND HONESTY
 
Honesty is extremely important because if my husband or I had been talked into buying a new dress that I didn’t like when I tried it on at home, I would have taken it straight back to the store and probably never purchased from that shop again.
 
Service is so important because the women who rushed out into the mall and encouraged me to come into their store in Melbourne were never too pushy; they were just very friendly and excellent salespeople.
 
POOR DELIVERY SERVICE
 
In mid December 2011 my son Steve was waiting at home in his unit in Darling Harbour, Sydney for days, because Australia Post was to deliver four parcels containing light fittings. Steve had purchased these new lamps for his bedroom and lounge room. I arrived from Adelaide to have lunch with him but he didn’t want to leave the unit as a few days earlier one of the four parcel