Discover the book that will turn satisfied customers into raving fans...
Kindle Edition
Hi, I’m Marie Cross.
It’s happened to all of us at one point or another.
We’ve all experienced (and tolerated) mediocre customer service either because we don’t have the time or inclination to give feedback or complain or, more commonly, because we are Brits, we just accept that good is good enough when it comes to our experience of service in this country.
Well this book is going to prove that you’re WRONG!
Good is not good enough. In today’s aggressive marketplace we have to find ways to show up and stand out from our competition, especially when service is the only unique selling point that separates us.
How can Make Their Day help you?
Make Their Day is packed full of practical, useful hints, tips and ideas to help you delight your customers and turn them into raving fans of your business.
Using these techniques you’ll quickly create a strong emotional connection with customers encouraging them to become brand loyal. In turn they then refer and recommend you to others so that your customer base GROWS…and so does your BOTTOM LINE!
Who will this book work for?
Make Their Day is the perfect book for individuals and businesses who recognise the only way to separate yourself from your competition is to deliver a customer experience that differentiates you from everyone else in your industry – simple!
If you’re serious about getting that vital one-step ahead in your field, then you absolutely MUST ensure a PME (Positive Memorable Experience) for your prospects and customers through the service that you and your colleagues are delivering – because, as you now know, you’re the vital ingredient in your recipe of success.
Topics Covered
- Choosing your attitude each day – how to maintain a positive mental attitude throughout the day using our Top 10 Tips for staying on-track and keeping positive!
- How, and when, to use the customer's name to build rapport and to focus attention.
- How to develop and use a language of influence – use positive vocabulary and avoid negative, everyday language!
- A range of techniques designed to help you deliver BAD NEWS whilst still maintaining rapport with your customer
- Double the power of your vocal communication – turn up the volume, slow down the pace and create a voice of interest with your inflection.
- Master the art of giving a WIIFY! - whenever you want a customer to do anything for you let them know what’s in it for them
- How to apply the 2nd Option Technique to give the customer an illusion of choice and control
- Learn to Under Promise and Over Deliver in order to manage customer expectations.
- Learn to Under Promise and Over Deliver in order to manage customer expectations.
- Follow the KISS principle - making it easy for our customer to communicate with us!
- Develop a range of questioning techniques to find out exactly what your customer or prospect wants or needs from you.
- Practice the 10 commandments of active listening
- Matching back with information that answers a question, provides a solution or establishes a plan of action for your customer or prospect.
- How to build rapport by mirroring and matching customers to ensure rapport is built and maintained throughout the conversation
- How to communicate, with positive impact, in the written word - follow the 10 Golden Rules of Netiquette
About the author...
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What Our Readers Say...
“Must Read Book”
I’ve just finished reading this excellent book by Marie Cross. This is a ‘must read’ for anyone who has a role in communicating with customers (via the telephone or face to face). An easy to read book given many fantastic tips to, not only WOWing your customers but making your role more satisfying and enjoyable.
Sue Morris
“Entirely Different Level”
Do you really know how to treat your customers? You may think you do but Marie Cross takes it to an entirely different level in this book. There are lots of golden nuggets on how to not only please your customers but REALLY make their day. This is based on years of experience that Marie has in training front line staff at some of the most customer-focused organisations. Read this book if you want to deliver stellar customer service!
Aarif Merali
“Packed full of great advice”
“I’ve just read your book from cover to cover – congratulations! It’s packed full of great advice. A must read for customer service professionals, but everything in there is equally applicable to life in general, so it’s a great read for everyone!”
Susie Lotherington
“Stand Out From the Crowd”
Many businesses essentially offer the same products and services as their competitors, and it’s the way you make your customers feel that makes them come back to you. This book is the perfect way to make sure you know what to do in your business to stand out from the crowd. Lots of ideas and techniques are clearly explained so you can consider and implement each in turn. Thoroughly recommended!
Liz Baranov
“A Game-Changer!”
I recently had the pleasure of reading “Make their day – Awesome Ways to Wow Your Customers”, by the wonderful Marie Cross, and I must say, it’s a game-changer for anyone in a customer-centric role. ✨
One of the aspects I particularly liked about the book is its wealth of practical examples that can be easily applied in real-world scenarios.
As Marie would say: “It ain’t rocket science, you know!” By putting yourself in the customer’s shoes, you can better anticipate their needs and exceed their expectations.
Milana Ciric
