For review copies of Customer Service: How To Do It Right!
and for interviews with author Peggy Morrow
contact Beth Shepard Beth@BethShepard.com or (413) 863-2268
http://www.PeggyMorrow.com
FOR IMMEDIATE RELEASE
Customer Service: How To Do It Right!
By Peggy Morrow
(March, 2005)
"After implementing Peggy Morrow's plan to integrate feedback from our employees on ways to boost more business from each service call, we had the best sales in a 4 week period in the history of our business!" - Alan O'Neill, co-owner of Abacus Plumbing of Houston, Texas
Customer Service: How To Do It Right! by Peggy Morrow (Southern Mountain Press; 2005) is a "must read" for every business owner and manager. The fact is that implementing excellent customer service is not an option -- it's a survival skill for every small business. With over 23 years of experience advising businesses as diverse as Marriott Hotels and NASA to the Houston Astros Baseball Team and ExxonMobil, Peggy Morrow's message to small and medium sized businesses is simple, "You don't have to hire an expensive consultant to develop a customer service program in your business that will be your competitive edge. You can do it yourself with the help of the step-by-step process detailed in this book. It's easy to talk about customer service in an abstract way; however, this book divides the process into doable steps that will help you keep your customers loyal, attract new ones and increase your profits.
In Customer Service: How To Do It Right! you'll find:
► A step-by-step plan to implement effective customer service in your company with easy-to-understand directions, how-to lists, and checklists.
► A plan to make better hiring choices (for less turnover) and why training your employees is critical to excellent customer service. Hire for attitude, train for skills!
► Methods to improve profitability.
► Methods to increase the loyalty of your customers.
► Methods to help you build a strong brand, established in part by the experience your customer has with your business.
► Why customers often base their first purchase based on price and their second purchase is based on customer service.
► Ways to lessen the stress in your job -- when your employees handle customers well, the results are a supportive work environment and fewer angry customers.
► Ways to listen to your customers by monitoring continuous customer feedback and implementing valid suggestions to turn your current customers into cheerleaders and attract new customers.
Peggy Morrow is available for in-person interviews in the Houston area and by telephone nationwide. For review copies and to schedule an author interview, contact Beth Shepard at Beth@BethShepard.com or (413) 863-2268.
About the Author
Peggy Morrow is the president of Peggy Morrow & Associates, a training and development firm specializing in customized speeches, seminars, workshops, retreats and facilitations for business entities of every type and size. For over 23 years she has worked with companies like Marriott Hotels, NASA, Rice University, Kroger, Houston Astros Baseball Team, NFL Houston Texans, Super Bowl XXXVIII, ExxonMobil, and the International Customer Service Association. She writes a monthly column for the Better Business Bureau of Houston and has been named as a "guest expert" for Inc. Magazine's website, http://www.Inc.com Customer Resource Center. Her previous books include Customer Service--The Key To Your Competitive Edge and Celebrate Customer Service. For more information about Peggy Morrow & Associates, visit http://peggymorrow.com
Customer Service: How To Do It Right! A do it yourself strategy to keep your customers loyal, attract new ones and increase your profits by Peggy Morrow is published by Southern Mountains Press (224 pp. $19.95, ISBN # 0-9723963-3-0), is available on Amazon.com and through Southern Mountain Press http://www.southernmountainspress.com and at http://www.PeggyMorrow.com
