Description
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 inflexion.
- 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 customers 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 a positive impact, in the written word – follow the 10 Golden Rules of Netiquette
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