BOOK REVIEW
101 WAYS TO BOOST CUSTOMER SATISFACTION
AUTHOR
MR. TIMOTHY R.V FOSTER
REVIEWED BY
Abdul Karim Luni
S.E Irrigation Circle Sibi
Balochistan
ABOUT THE BOOK
The
Book 101 Ways is written by
Timothy R. V. Foster.
Thebook published by Kogan Page
India Pvt. Ltd.
TheBook consists of seven chapters
and 160 pages.
AUTHOR’s
Timothy R.V. foster has worked in the
areas of advertising, marketing, sales,
public relations, communication and
training in the UK, Europe, Canada and
the united states. He is also the author
of six other 101 ways books, countless
magazine articles and video
programes.
OBJECTIVE
The author has an experience to work
with British Marketing Council.
This book has been written on the base of
his experience.
The book is aimed to help on 101 ways to
grow and keep customer satisfaction.
INTRODUCTION
This practical book provides you with 101 ways
to build and maintain customer satisfaction. It
focuses on the internal as well as the external
business practices which affect your
relationship with your customer, showing you
how to:
Improve your image
Cultivate your customer relations
Enhance your employee relations, and much
more.
Chapter-1
CULTIVATE YOUR CUSTOMER SERVICE
The Customers need to know you exist
and that you have a solution to their
needs. You can get this message
across in lots of familiar ways.
In this chapter the author gives
sixteen tips for customer services.
Chapter-1
CULTIVATE YOUR CUSTOMER SERVICE
Tips for Customer Services
Be Easy to Find
Don’t be Closed when you should be
Open
Answer the Telephone promptly
Handle Queues/Seating conveniently
Don’t keep People Waiting
Allow Customers to do it Their Way
Chapter-1
CULTIVATE YOUR CUSTOMER SERVICE
Tips for Customer Services
Know your Product
Never be Out of Stock
Get the Order Right
Stay Alert after You’ve Clinched
the deal
Make it Easy to Pay
Chapter-1
CULTIVATE YOUR CUSTOMER SERVICE
Tips for Customer Services
Don’t over Charge for silly little
extras
Deliver on Time
Offer a Guarantee that means
Something
Be Fast with Refund
Give a Reward for Dealing with You
Chapter-1
CULTIVATE YOUR CUSTOMER SERVICE
The one word to sum up customer
services is RESPECT
Respect for the customer’s time and
intelligence. Respect for their desire to
manage their own destiny.
Chapter - 2
QUICKEN YOUR QUALITY
The author discusses in this chapter
the eleven ways for improvement in
quality to meet future challenges
Chapter - 2
QUICKEN YOUR QUALITY
Ways for Improvement in Quality
Produce a Good Product
Make Sure it Works First Time
Always exceed Expectations
Consultancy Seek Improvement
Don’t tell Yourself there’s Nothing you
can do about it
Never Accept “It’s good enough,
considering”
Chapter - 2
QUICKEN YOUR QUALITY
Ways for Improvement in Quality
Remember Fundamentals, avoid easy
Fixes
Don’t use frills to Disguise Deficiencies
Make Sure there is no Excuse
Respect your own Product
Worry if your employees won’t Buy
your Product
DON’T OVERCHARGE
Make sure that obviously required extra
charges (taxes) are included in the price and
let that fact be known in your marketing
communications.
Put yourself in your customer’s shoes and ask
in reference to you, do they overcharge for
silly little extras, then ask yourself; what do I
have to do to make it better.
CH-3 CAPTIVATE YOUR CUSTOMER RELATIONS
This segment of the book stresses to
build relation with customer. The
author gave thirteen ways to improve
this relation.
BE HELPFUL
When customer ask for help, help
them, preferably on the spot. Notice
how every body in business now a
days answers the phone, how can I
help you? So be helpful already.
MAKE IT EASY TO COMPLAIN
Invite complaints, provide
mechanisms to make it easy, and also
provide toll free hotlines, customer
service desk, inter net website etc.
CH-4 BRING ABOUT YOUR BUSINESS PROCESS
The author discussed in this chapter
the business process. He described 31
ways to promote business process.
MAKE YOUR OBJECTIVES EASY TO ACHIEVE
Break your project into easily
manageable chunks. Set achievable
deadlines and get on with it, stick to
them, or you will have to live by this
maxim: The sooner you fall behind, the
longer you will have to catch up.
MONITOR YOUR COMPETITION
Keep up with trade press of your
industry.
Belong to your industry’s association.
Participate in trade shows.
Monitor competitive advertisements.
CH-5 Crystallize your communications
This chapter describes 14 ways to
increase communication with
customers.
MAKE, LISTEN AND ACT ON SUGGESTIONS
Develop a mechanism to encourage the
submission of suggestions.
Seek suggestions from your stake holders:
Customers
Employees
Suppliers
Others
DON’T PROMISE THE MOON
Don’t promise more than you can
deliver.
CH-6 ENHANCE YOUR EMPLOYEE RELATIONS
This chapter deals relations with
employees. The seven ways have been
given by the author to this effect.
TREAT YOUR EMPLOYEES LIKE ADULTS
Involve your people. Make sure they
are on your side.
Let them use all of their brain power.
Keep at it.
HELP YOUR STAFF TO BE FLEXIBLE
Set parameters, guidelines and show
suggested steps based on experience.
Provide encouragement for your
people to show their initiative, coach
them.
Adopt reward policy for employees
(carrots are better than sticks).
CH-7 IMPROVE YOUR IMAGE
This chapter concludes to improve
your image. The author narrated eight
ways in this context.
PROJECT APPROPRIATE IMMAGE
One way build your image is to do good
things. Especially do good things that
people you count as your customers, or
their influences will appreciate as good
things. Don’t do bad things; they may not
seem like bad things to you, but might to
your customer.
ANALYSIS
The author successfully explained the
101 ways to boost customer
satisfaction enabling business to grow.
However He repeated some ways
“Your most unhappy
customer’s are your
greatest source of
learning”
Bill Gates
“Make a customer, not a
sale”
Katherine Barchetti
“The key to success is to
treat customers as guests
and employees as people”
Tom Peters
“The reading of All good
books is like a
conversation with the
finest minds of the past
centuries”
Rene Descartes
Recommendations
Hazrat Muhammad PBUH presented
in front of us how to be a successful
Trader. He had a remarkable
reputation in dealing.
Many people in Makkah even the
enemies were used to Praise His
Sincerity, Honesty, hard Work,
Truthfulness etc.
Recommendations
Our Beloved Prophet PBUH always
emphasized on fair dealings in
business with the Customers. He
said:
“Allah Shows mercy to a person who
is kindly when he sells, when he
buys and when he claims”.
THANK YOU
