The Customer Service Zoo

The Customer Service Zoo : Create Customers for Life (and a Life for Yourself!)

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Description

If you've ever thought you're the only one who truly cares about service and you're not sure how to maintain the motivation, a moment at The Customer Service Zoo may be just what you need.

Feeling uninspired in preparing his new service strategy, Phil finds himself taking his daughter to the zoo. There the animal antics set him off on a brainstorming journey which sees his ideas come together as convincingly as they do unexpectedly. The lessons he learns as the story unfolds are captured in an entertaining A - Z of simple animal analogies and illustrations, and they'll stick in your mind as much as they did in his.

Here is a light-hearted approach to the perennial challenges of customer service, told with the charm and experience of Australia's most innovative expert, Catherine DeVrye. It's a parable about making the most of your situation, about looking after yourself, about thinking creatively and, of course, about the common sense which will make a difference to your customer service.
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Product details

  • Paperback | 144 pages
  • 140 x 215mm
  • Manly, Australia
  • 1865080055
  • 9781865080055

Table of contents

Acknowledgements

Introduction

Friday night

Saturday morning

Ape: Monkey see...monkey do. Lead by example

Bear: Get management out of hibernation to reduce complaints

Camel: Remeber that the competition is external

Dingo: You can teach an old dog new tricks if you create a climate of trust

Elephant: You're only strong if you feel empowered

Fish: Teach your staff to fish and you'll eat for a lifetime

Giraffe: Stick your neck out to set higher standards

Horse: Good service is plain horse sense

Impala: Change direction quickly to save your life

Joey: When the customer says jump, ask how high

Kookaburra: Share a laugh and build your business

Lion: Turn angry customers from lions to lambs

Mouse: Stop customers squeaking by exceeding their expectations

Nit: It's the tiny things that bug people

Ostrich: Never bury your head in the sand
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About Catherine DeVrye

Cathy DeVrye is one of Australia's leading motivational business speakers. After a decade with IBM in the US, Japan and Australia, she became CEO of Young Achievement Australia and 1993 Australian Executive Woman of the Year.
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