Willie's Way - Softcover
Willie's Way is unlike any other customer service book you'll read. Phillip Van Hooser's real life encounter with a South Carolina cabdriver forever changed how he measured customer service. Most people don't think of a cabdriver as a role model for great customer service. But Van Hooser's account of his experience with Willie proves that great customer service can be delivered even in the most difficult circumstances. This engaging and entertaining book translates Willie's commonsense approach to customer satisfaction into practical applications you can apply in any customer relationship! The methods Willie employed work with internal or external customers -- for novice or seasoned employees -- in retail, banking, call center or some other challenging customer service circumstances. If you're on the frontline or you are managing the customer service function, you will be a different kind of service professional once you've learned the customer satisfaction secrets in Willie's Way! You will learn to connect immediately with every customer every time; design a personalized service solution for each customer's needs; offer special treatment that creates a lasting, positive impression; create winning, long lasting relationships with your customers; and turn your customers into repeat buyers who recommend you to their friends!
"synopsis" may belong to another edition of this title.
From the Back Cover:
Who knew a cabbie could teach you so much about customer service?
As a successful professional speaker who travels constantly, Phillip Van Hooser has been in and out of his fair share of cabs. But only one cabbie ever taught him anything about customer service. That cabbie is Willie, and the commonsense wisdom he imparted has become known as Willie's Way.
Willie doesn't have an MBA, but he doesn't need one to now that the most critical aspect of salesmanship is a personal relationship with the customer. In fact, people enjoy doing business with people they know and like -- and they remember people they like when it's time to do business again. The simple things Willie does to get to know his customers not only leave them happy, but also leave them wanting more of his special brand of service. What kind of business leader wouldn't want his customers to feel the same way?
In Willie's Way, Van Hooser reveals Willie's unique brand of personalized service -- how he woos customers so they come back, how he wows them so they tell their friends, and how he wins their long-term business by exceeding their expectations. Even better, Van Hooser shows how business leaders can apply Willie's techniques to their own enterprises to build long-term customer loyalty.
"Van Hooser absolutely hit the bulls-eye with an outstanding instruction manual about the keys to extraordinary customer service. I have no doubt that companies and customer service professionals across virtually every industry will find value and fresh new insights in the pages of this brilliantly written gem."
Richard G. Kelley, Director of Sales Training, North America, Axcan Pharma, Inc.
About the Author:
As a successful professional speaker who travels constantly, Phillip Van Hooser has been in and out of his fair share of cabs. But only one cabbie ever taught him anything about customer service. That cabbie is Willie, and the commonsense wisdom he imparted has become known as Willie's Way.
Willie doesn't have an MBA, but he doesn't need one to now that the most critical aspect of salesmanship is a personal relationship with the customer. In fact, people enjoy doing business with people they know and like -- and they remember people they like when it's time to do business again. The simple things Willie does to get to know his customers not only leave them happy, but also leave them wanting more of his special brand of service. What kind of business leader wouldn't want his customers to feel the same way?
In Willie's Way, Van Hooser reveals Willie's unique brand of personalized service -- how he woos customers so they come back, how he wows them so they tell their friends, and how he wins their long-term business by exceeding their expectations. Even better, Van Hooser shows how business leaders can apply Willie's techniques to their own enterprises to build long-term customer loyalty.
"Van Hooser absolutely hit the bulls-eye with an outstanding instruction manual about the keys to extraordinary customer service. I have no doubt that companies and customer service professionals across virtually every industry will find value and fresh new insights in the pages of this brilliantly written gem."
Richard G. Kelley, Director of Sales Training, North America, Axcan Pharma, Inc.
Phillip Van Hooser has built an extremely successful career sharing his proven leadership training with first line supervisors, mid-level managers and c-suite executives at companies of all sizes throughout the U.S. and around the globe.
The books he has written include "We Need to Talk: Building Trust When Communicating Gets Critical", "Willie's Way: 6 Secrets for Wooing, Wowing and Winning Customers and Their Loyalty", "It Takes More Than Guts" and "You're Joe's Boy, Ain't Ya." His fifth book, "Leaders Ought To Know: 11 Ground Rules for Common Sense Leadership" (John Wiley & Co) is scheduled for release in April 2013.
Most recently, Phil has been the mastermind behind a comprehensive leadership development initiative called "Leaders Ought to Know." This initiative incorporates in-depth content, systematic delivery, consistent reinforcement and ongoing engagement and interaction to achieve each client's leadership development goals.
The books he has written include "We Need to Talk: Building Trust When Communicating Gets Critical", "Willie's Way: 6 Secrets for Wooing, Wowing and Winning Customers and Their Loyalty", "It Takes More Than Guts" and "You're Joe's Boy, Ain't Ya." His fifth book, "Leaders Ought To Know: 11 Ground Rules for Common Sense Leadership" (John Wiley & Co) is scheduled for release in April 2013.
Most recently, Phil has been the mastermind behind a comprehensive leadership development initiative called "Leaders Ought to Know." This initiative incorporates in-depth content, systematic delivery, consistent reinforcement and ongoing engagement and interaction to achieve each client's leadership development goals.
"About this title" may belong to another edition of this title.
- PublisherDulaney Publishing
- Publication date2010
- ISBN 10 1893322866
- ISBN 13 9781893322868
- BindingPaperback
- Number of pages208
- Rating
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