What customers like about you

"Adding emotional value for service excellence and competitive advantage" This book was a finalist for the UK Business Book of the Year.

This book is based on research David has undertaken in many different companies across 20 countries world-wide over the last two years. David's book will shatter some of the existing conventions relating to customer service practice.

His research shows that the most successful companies put into practice three key factors which have been neglected in the debate on customer service so far. The book will expose these new factors.

The book breaks new ground and digs deep into the psychology of customer service. It will be essential reading for everyone with an interest in customer service.

CONTENTS

1. Introductory overview
2. E-value: adding emotional value
3. The binary code of likeable customer service
4. Emotional connectivity
5. The importance of integrity
6. Creative customer service
7. Everyday likeable behaviours in customer service
8. Influencing the way customers think and feel about you
9. Why it is not fashionable to be liked
10. The likeable organization
11. The likeable leader
12. Recruiting people your customers will like
13. Training people to be liked by your customers
14. Dealing with customers you dislike
15. Ascertaining and measuring what your customers like
16. The one hour course for providing the 'most-liked' service

• Appendix 1 - Emotionally connected stars
• Appendix 2 - Suggested further reading
• Appendix 3 - Clusters
• Appendix 4 - Emotions
• Appendix 5 - Emotional range
• Appendix 6 - Customer service integrity tests