Discover the book that will turn
satisfied customers into raving fans...
How can Make Their Day help you?
Who will this book work for?
Topics covered include...
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.
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...
What our readers say...
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.
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!
“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!”
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!