The Customer Signs Your Paycheck »

Frank Cooper Frank Cooper is the author of How to Grow a Profitable Business and has been

running his own speaking and consulting business for more than 35 years. He

resides in Washington State.

Positive Service Gets Positive Results—

Every Time!

Customer loyalty is becoming harder to establish and just as difficult to

maintain. This is truer than ever in today’s hyperdigital world, where a single

customer venting his or her dissatisfaction on a blog or social network can

amass an army of anti-you activists—and send your business spiraling.

The Customer Signs Your Paycheck reveals the secret to ensuring customer

contentment during every interaction. Inside, Frank Cooper examines the

elements at the heart of quality customer service, which begin with selfawareness

and confidence. You’ll learn:

• The 10 commandments for customer relations
• Eight habits to help you get ahead
• The easiest way to handle customer complaints
• A simple method for remembering names

You’ll immediately take note of dramatic changes in the way you deal with

difficult personalities, customer complaints, and other challenges that come

with the territory.

Why drive customers to the competition? It really is easy to provide superb

service, even when dealing with today’s highly empowered and demanding

customer.

Section 1: You and Your Company
• Poise and Confidence in Customer Relations
• You are a Customer, Too!
• Attitudes that Help You Get Ahead

Section 2: Customer Relations: 10 Commandments
• The Customer is Never an Interruption
• Greet Every Customer with a Friendly Smile
• Call Customers by Name
• Remember, You Are the Company
• Never Argue with a Customer
• Never Say, “I Don’t Know”
• The Customer Pays Your Wages
• State Things in a Positive Way
• Brighten Every Customer’s Day
• Always Go the Extra Mile

Section 3: How to Win & Keep More Customers
• The Customer Service Scale
• How to Handle Customer Complaints
• Customer Pet Peeves, and How to Avoid Them
• Customer Relations on the Telephone

Section 4: Customer Relations is Human Relations
• Understanding Human Nature
• Four Customer Personality Types
• Three Roles Customers Play
• How Customers View Themselves

Section 5: Basic Selling Skills
• Selling Makes the Job More Fun!
• The ABC’s of Successful Selling
• Upselling and Cross-Selling
• Ten Commandments for Successful Selling

Section 6: Key Concept Review

Frank Cooper Frank Cooper is the author of How to Grow a Profitable Business and has been

running his own speaking and consulting business for more than 35 years. He

resides in Washington State.