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Love Thy Customer: Creating Delight, Preventing Dissatisfaction, and Pleasing Your Hardest-to-Please Customer Hardcover – September 9, 2005
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The bestselling authors of Dealing with People You Can't Stand deliver proven tactics for exceptional customer service
In today's consumer-driven market, the first commandment is love thy customer. As highly sought-after corporate trainers and speakers, Rick Brinkman and Rick Kirschner use their trademark no-nonsense style and innovative communication techniques to win over even the most difficult customers, keeping them satisfied and loyal. Their unique, user-friendly approach to customer service focuses on the personal interactions between businesses and customers that can make or break the deal.
Love Thy Customer provides people-oriented advice for short-term success and long-term growth, including:
- Skills and strategies to win customers over
- Tactics to prevent customer dissatisfaction
- Maneuvers to resolve a full range of problems
- Ways to maintain customer focus
- Methods for business owners to cultivate a strong service ethic
Customer satisfaction is more important than ever, and Love Thy Customer delivers the strategies that build a strong and loyal consumer base.
- Print length272 pages
- LanguageEnglish
- PublisherMcGraw-Hill
- Publication dateSeptember 9, 2005
- Dimensions6 x 0.76 x 9 inches
- ISBN-100071448020
- ISBN-13978-0071448024
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From the Back Cover
"I love thee during working hours/ In the hope of simpler days
I honor thee when counting cost/ Of trouble gained, referral lost..."
To build the truly loyal customer base you need to sustain and grow your business, you need to go beyond mere "customer satisfaction." You've got to shoot for nothing less than customer delight, every time. Love Thy Customer "lets you count the ways" to communicate to your customers that you want to help them fulfill their needs, and make them feel cared for.
With their trademark humor and easy-to-read style, Rick Brinkman and Rick Kirschner, authors of the international bestseller Dealing With People You Can't Stand, rewrite a well-known poem to illustrate the various aspects of customer relationships. Each stanza introduces a new way to avoid the most common causes of communication breakdown and customer dissatisfaction, and help you to reach out to the customer.
From welcoming your customer, understanding his or her needs, and dealing with dissatisfaction, to empowering yourself to function well in every sales situation, Love Thy Customer shows you how to make your service matter to your customer, your business, and to your own sense of professional and personal well-being. Stories of customer service in a wide variety of fields demonstrate behaviors to avoid that can alienate your customer, as well as ways to reach out to customers in every situation. You'll also learn:
- Skills and strategies for quickly winning customers over
- Tactics for avoiding problems and preventing customer dissatisfaction
- Techniques for resolving just about any crisis
- Tested-in-the-trenches techniques for de-clawing your most ornery customers
- Tricks for maintaining customer focus
- Methods for fostering a strong service ethic company-wide
Your guide to providing exceptional service and pleasing even your hardest-to-please customers, every time, Love Thy Customer gives you the tools you need to delight your customers and build a strong and loyal customer base for lasting success.
"Count the ways" to fill your customer's needs
In today's customer-driven marketplace, the first commandment is to "Love Thy Customer." Brinkman and Kirschner explain how you can show your customers "how much do I love thee" in this quick, fun, and illuminating guide to winning customer loyalty.
Using equal parts humor and understanding, Love Thy Customer explains how to personally connect with each customer, demonstrating how the effort of providing a valued service can build a profitable relationship, while satisfying your needs for professional and personal fulfillment in the workplace.
With the help of numerous, real-world scenarios, you'll explore an array of typical customer service situations, learn which behaviors can lead customer dissatisfaction--and you'll learn proven, people-oriented methods for creating delight in every customer, every time, including:
- Strategies for calming customers' anxieties, gaining their trust, and convincing them that you care about their happiness
- Maneuvers for heading off customer dissatisfaction
- Tactics for taking the "cuss" out of even the most ornery customers
- Techniques for quickly defusing any customer crisis
- Ways to keep your people focused on customer satisfaction
About the Author
Dr. Rick Brinkman and Dr. Rick Kirschner are Fortune 500 consultants, corporate trainers, and professional speakers. They are the coauthors of the huge international bestseller How to Deal with Difficult People. Since 1980, they have shared their insights with audiences across the nation and around the world through their company, R&R Productions.
Product details
- Publisher : McGraw-Hill; 1st edition (September 9, 2005)
- Language : English
- Hardcover : 272 pages
- ISBN-10 : 0071448020
- ISBN-13 : 978-0071448024
- Item Weight : 15.2 ounces
- Dimensions : 6 x 0.76 x 9 inches
- Best Sellers Rank: #8,644,893 in Books (See Top 100 in Books)
- #4,990 in Customer Relations (Books)
- #50,983 in Business Management (Books)
- Customer Reviews:
About the authors
Dr. Rick Brinkman is best known for his Conscious Communication® expertise conveyed to millions of people via keynotes and trainings, radio, television, print interviews, and numerous award-winning books, videos and audio programs. He has been in "public practice" since 1980, touring nationally and abroad to share his human behavior insights and practical communication strategies via highly entertaining and educational keynotes and trainings.
His clients have included: the astronauts at NASA, LucasFilm, the Office of the Under Secretary of Defense, Loma Linda Medical Center, Texas Instruments, Merck, Sanofi-Aventis, Wells Fargo, and a multitude of organizations and professional associations.
He teaches courses on Conscious Communication® for: Leadership, Teamwork, Customer Service, and Effective Meetings, as well as Life by Design and Managing Multiple Priorities.
He is frequently utilized by the media as a communication expert and has been featured on CNN, the Wall St. Journal, the New York Times, CNBC, O Magazine, and hundreds of radio shows.
Dr. Brinkman is the coauthor of five McGraw Hill books including the international bestseller: Dealing With People You Can't Stand: How to Bring Out the Best in People at Their Worst (Brinkman & Kirschner, McGraw-Hill), which has been translated into 25 languages. His other books include: Life by Design (Kirschner & Brinkman, McGraw-Hill) , Love Thy Customer (Brinkman & Kirschner, McGraw-Hill), Dealing With Relatives (Brinkman & Kirschner, McGraw-Hill) and Dealing With Difficult People (Brinkman & Kirschner, McGraw-Hill).
His latest book is Dealing with Meetings You Can't Stand, Meet Less and Do More which has been published by McGraw-Hill in May of 2017.
He has an Online Course on Communication which is made of up of 7 hours of entertaining video, characters, skits and interaction. Visit http://rickbrinkman.com/CCU.
Dr. Brinkman earned his Doctorate in Naturopathic Medicine from National College of Naturopathic Medicine, Portland, OR. Following his residency in obstetrics and psychology, he opened a practice specializing in mind / body medicine. His success with his patients led him to further study communication and relationships and how it can profoundly affect one’s quality of life.
Dr. Rick Kirschner has delivered motivational speeches and training programs on The Art of Change to some of the best known organizations in the world, including NASA, Progressive Insurance, Starbucks, Texas Instruments and Toys R'Us. And he's delivered his ideas and advice on communication, persuasion and conflict resolution through radio and television appearances, newspaper and magazine articles and interviews, from CNBC to CBC to FOX to the Wall Street Journal, in USA Today,the London Times, Executive Excellence, Selling Power, and Readers Digest.
He is the author of the comprehensive audio communication training program, 'Insider's Guide To The Art of Persuasion,' and the Hyperion book, 'How To Click With People: The Secret to Better Relationships in Business And In Life." He is coauthor of the international bestseller, Dealing With People You Can't Stand: How To Bring Out The Best In People At Their Worst,' now in a 4th completely revised edition with more problems with people (Narcissists, social media trolls, cancel culture, meetings, family and friends) and strategic solutions!
Dr. Kirschner's 1 hour 45 minute documentary film, 'The True History Of Medicine' is available for free viewing online.
Dr. Rick Kirschner has delivered motivational speeches and training programs on The Art of Change to some of the best known organizations in the world, including NASA, Progressive Insurance, Starbucks and Texas Instruments. And he's delivered his ideas and advice on communication, persuasion and conflict resolution through radio and television appearances, newspaper and magazine articles and interviews, from CNBC to CBC to FOX to the Wall Street Journal, in USA Today,the London Times, Executive Excellence, Selling Power, and Readers Digest.
He is the author of the comprehensive communication program, 'Insider's Guide To The Art of Persuasion,' and coauthor of the international bestseller, Dealing With People You Can't Stand: How To Bring Out The Best In People At Their Worst.' His next book, 'How To Click With People: Building the Personal Side of Business,' is scheduled to be published June 2011 from Hyperion Books
The Art of Change Skills for Life™ presentations blend people-friendly humor and savvy expertise with practical skills and compelling content on connection, communication and positive change. Audiences have fun, get to know themselves, and gain a palette of attitudes and behaviors that help them to change their lives, relationships and businesses for the better.
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- Reviewed in the United States on August 31, 2014Running your business by really loving your customer is where the secret sauce is. It's hard to be this way sometimes, but it's something to keep remindind yourself. Great book.
- Reviewed in the United States on April 10, 2006When I first saw this book on the shelf of my favourite bookstore, I thought that it would be one of those boring and technical textbooks on CRM. I'm glad I was wrong! The book is extremely well-written. I couldn't put it down after reading the first chapter - it was a great introduction having the poems start of the entire topic of customer relationships. This book really changed my entire viewpoint on client-supplier relationships and I'm glad to bought it for my wife.
My wife found this book to be extremely useful and fun to read. Afterall, she's in the business of customer relations. She commented that this book was very engaging and light-hearted. It's like reading a coffee-table book on a Sunday afternoon, and I agree. Definitely one of the better books on the subject on customer relationships in the market. Recommended to those who are in the service industry, especially in the field of customer service and customer relations management. It's so much better than reading those tedious CRM textbooks!