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Quien Vea Al Cliente Como Un Estorbo, Es Un Asesino de Las Ventas.: Claves fundamentales sobre el buen servicio al cliente, personal y telefónicamente.

Quien Vea Al Cliente Como Un Estorbo, Es Un Asesino de Las Ventas.: Claves fundamentales sobre el buen servicio al cliente, personal y telefónicamente.

          
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About the Book

EN MIS SEMINARIOS, MIS 20 LIBROS, MIS AUDIOLIBROS, MIS VIDEOS Y MIS CONFERENCIAS O SEMINARIOS TALLERES PRESENCIALES, LES DIGO A LOS EMPLEADOS DE LAS EMPRESAS QUE UNA EMPRESA NO ES DE DUEÑO, SINO DE TODOS LOS QUE VIVIMOS DE ELLA. Desgraciadamente hay empleados que no han entendido que el sueldo se lo paga es el cliente y ven a los clientes como un estorbo y un fastidio que quisieran no tener. Y no entienden que cuando la caja registradora suena, el mundo se mueve. Y cuando la caja registradora No suena, el mundo se muere. Esto es aterrador, dramático: Puede costar hasta 20 veces más conseguir un cliente nuevo, que mantener uno habitual. Paul Timm dice que sólo sobrevivirán las empresas que mantengan clientes habituales. Más o menos el 70 u 80 por ciento de los clientes abandonan a las empresas por mal servicio, personal y telefónicamente. Este libro contiene extraordinarias lecciones para que mantengamos a nuestros clientes y no vayamos hacia la quiebra y el cierre de la empresa. Que todos los lean en la empresa. Lecciones: --Repita mensaje escuchado. Sonría con la voz. Analice estado de Ánimo de su interlocutor y nunca se ponga a pelear con el cliente. --Las empresas que pelean con sus clientes siempre pierden. Nunca olvide que puede costar hasta 20 veces más atraer un cliente nuevo que mantener uno habitual.--Tenga siempre a mano papel y lápiz para anotar datos. --Utilice siempre palabras mágicas, positivas: maravilloso, excelente, extraordinario, de acuerdo. --Su principal objetivo debe ser la satisfacción de quien llama. --Los clientes requieren rapidez. No quieren oír música por largos minutos. --Hay que dar información precisa y evitar el rebote burocrático. Infortunadamente hay empresas donde el cliente es pasado de extensión en extensión, hasta que, finalmente, le tiran el auricular. Hay empresas donde los clientes hacen todo lo posible por comprar y hay funcionarios que hacen todo lo posible por impedírselo. --En lo posible, no haga llamadas personales. Un teléfono ocupado puede significar un cliente perdido. --El teléfono distorsiona el tiempo. A uno le parece una eternidad. Debe haber agilidad. --Los clientes quieren que los escuchen. Quieren que se conozcan sus necesidades; quieren que les den soluciones, que les resuelvan sus dificultades. El cliente quiere que se le valore. Y se le valora cuando se le da servicio.--Si usted no atiende bien a un cliente, lo puede perder. Nunca olvide que un cliente está satisfecho con lo que le dan hasta cuando encuentra algo mejor. --Pasos para hablar bien por teléfono: --Este preparado. Tenga papel y lápiz. Usted no puede llamar a un cliente y luego decirle que espere hasta que entre al sistema o mientras busca un papel y un lápiz. Siempre tenga sobre su escritorio libreta y lápiz o esferos.--Haga un esfuerzo por escuchar atentamente a quien habla. Quien escucha con eficacia da respuestas eficaces. --Nunca responda a un cliente: "No sé". Su trabajo, justamente, es averiguarlo. Inquiétese por saber todo cuanto pueda sobre su puesto de trabajo y su compañía. --El cliente percibe si usted tiene ganas de ayudarle. A través de la voz pasa la personalidad. Hay que tener siempre una buena actitud, autoestima, sentimientos, deseos de ayudar, etc. Germán Díaz Sossa. Periodista, conferencista y escritor. Bogotá. Celular (Móvil) +57 1 3132562009. WhatsApp: + 571 322-2187567. Email: conferencistagermandiaz@hotmail.com


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Product Details
  • ISBN-13: 9798655971943
  • Publisher: Independently Published
  • Publisher Imprint: Independently Published
  • Height: 229 mm
  • No of Pages: 106
  • Spine Width: 6 mm
  • Weight: 168 gr
  • ISBN-10: 8655971944
  • Publisher Date: 22 Jun 2020
  • Binding: Paperback
  • Language: Spanish
  • Returnable: N
  • Sub Title: Claves fundamentales sobre el buen servicio al cliente, personal y telefónicamente.
  • Width: 152 mm


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