Last updated: 8/2008

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Are you serious about sharpening Customer Focus in your company, improving service performance and realizing the financial gains enjoyed by Customer-Focused Companies?
If your answer is YES, this book will show you how - Guaranteed!
That's Customer Focus! presents 12 proven and critical strategies which will help you to create or enhance customer focus in your organization.
That's Customer Focus! is much more than simply another book about customer service. It is a practical, hands-on guide which will help you to achieve greater customer focus in your company, organization, department or team.
This e-Book contains almost 200 (8? X 11) pages filled with essential information, examples, stories, case studies, illustrations, exercises, worksheets and tools which you can use to build a Customer-Focused Organization which is the envy of your competitors.
This is a tremendous value for only $24.95.
And We Guarantee It!
If, in the next 8 weeks, you are not satisfied with this book, we?ll give you your money back.

For more information, continue to scroll down this page or click on any of the following topics:
What this e-book will do for you
About the authors
Table of Contents
Excerpt from Chapter One (pdf file)
Price and bonus items
Assess your current level of Customer Focus (free online self-assessment)
Characteristics of a Customer-Focused Organization
Why customer focus is a critical business strategy
Testimonials
Other That's Customer Focus! products
Why an E-book instead of hard copy
The Guarantee
P.S. We want your feedback

What this e-book will do for you
"This e-Book is a Manager's Survival Guide to Customer Focus"
This is not a flavor of the month business book. The practical action steps presented in this "How To" book are guaranteed to positively impact your customers, your employees, your suppliers and most importantly, Your Bottom Line.
That's Customer Focus! offers a systematic approach for turning your organization into a truly Customer-Focused Organization.
This book will help you understand customer service from the customer's point of view. It shows you how to create customer loyalty and improve profitability through customer retention. It goes beyond mere customer satisfaction and explains why exceeding customer expectations is critical to creating customer loyalty. It explores customer-focused leadership and its role in creating job satisfaction and it shows you how employee satisfaction is strategically linked to customer satisfaction. It shows you how to listen to the voice of your customers and describes not only what to listen for, but what to do with this critical information. It offers tools, tips and approaches to help you provide your employees with the customer service training they need, and more.
Would you be willing to invest your time in creating an organization:
that others aspire to be like because of your exceptional customer service?
where you have extensive customer loyalty and the resulting customer retention?
where employee service performance and operational performance are optimized?
where employees want to work and give it their all every day because of high levels of job satisfaction?
where customers brag about dealing with you and tell others how great it is to deal with your company?
Truly customer-focused organizations have this. And you can too!
You can learn what the best-of-the-best already know and do.

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About the Authors
Ray Miller
For the past 20 years Ray has worked with a wide range of organizations in the development and implementation of customer focus and training solutions that get results. Ray helps his clients achieve improved service performance by providing training solutions that are highly targeted and strategically linked to operational goals and objectives. The training provided is based on sound research and employs proven concepts and methodologies which are delivered in the most appropriate way to achieve the desired changes in mind-set and performance.
In his past experience Ray has headed the Sales and Service training group for one of Canada?s largest Banks, been training practice leader for the consulting firm Stevenson Kellogg and worked with clients, both large and small on training initiatives in Financial Services, Manufacturing, High Tech, Construction, Aviation, Healthcare and Hospitality industries in Canada, the United states and abroad. He is a gifted writer and facilitator who has been described as both knowledgeable, motivational and humorous. Drawing from his extensive business experience, his focus is on the practical rather than theoretical.
Laura Miller
Laura Miller is a Human Resource Development specialist and Master Training Designer with over 20 years? experience in research, design, instruction, and consulting.
Since 1987, Laura has designed and delivered hundreds of highly effective training programs ranging from technical skill enhancement to management development, and service quality and service leadership which are linked to corporate and operational objectives. She has developed and implemented numerous needs assessment and/or 360 degree assessment tools and processes, combined with the development of competency models and curriculum planning for a wide range of organizations during her career.
Laura is also a gifted writer, speaker and facilitator and has conducted many training programs, public speaking engagements and facilitated numerous information and problem-solving meetings in Canada and the United States spanning the range from executive management to frontline employees.
In a consulting capacity, Laura has worked with numerous organizations and business units to define development needs, develop strategies and tactical plans, design and deliver learning solutions, and evaluate outcomes against objectives

For over 20 years we have been working with companies both across North America and internationally, helping them to improve customer service, service quality, customer-focused leadership and more. In that time we have accumulated considerable expertise in what companies need to do to differentiate themselves from their competition and win customer loyalty.
It would cost you thousands of dollars to learn what we know. Now you can get this knowledge for a fraction of its true value.

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What is covered in this book?
Click here to view the Table of Contents and outcomes of each chapter
Click here to download an excerpt from Chapter 1

Price and bonus items
Consultants would charge you hundreds if not thousands of dollars for the knowledge we provide you in this incredible resource.
Buy That's Customer Focus! for $24.95 and we will give you the following bonus items at no extra charge.
Customer-Focused Leadership - Online self-assessment.
This exceptional online assessment tool will enable you to assess your current level of Customer-Focused Leadership. (Value $25.00)
This unique online assessment will help you to identify your strengths as well as areas which require development in all of the proven dimensions of Customer-Focused Leadership.

Are You a Multi-Dimensional Coach?
This online self-assessment will help you to identify how effective you are as a Coach based on five unique dimensions of coaching. (Value $25.00)

A Free Snazzy Alarm Clock
This amazing absolutely free computer screen clock is courtesy of our friends and associates at I and A Research Inc.
Snazzy Clock can wake your laptop (from standby mode) in the morning ten minutes before the alarm and sounds a gong when it's time to awaken. You can also use it to:
Set an alarm when a meeting is scheduled to end
Remind yourself when it's time for lunch, dinner, etc.
Wake up in your hotel room from your laptop
Watch an educational video (see below)
Every month you can click "This Month's video" to see an educational video that launches from inside the clock to teach you how to use a new I & A Research technology.
Position it anywhere on your desktop, even on a secondary screen.
Docking mode can automatically hide the clock off the screen until you need it.

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Why customer focus is a critical business strategy
There are several reasons why creating or enhancing your customer focus is a critical business strategy. Here are the top three.
Truly customer-focused organizations:
Have more loyal customers. A 5% increase in customer loyalty can contribute from 25% to 125% directly to your bottom line. ... would you be interested in learning how to generate $1,000's in loyalty-based revenue?
Enjoy significantly better operational efficiencies and substantially lower re-work costs normally associated with poor service quality. The cost of poor service quality can range between 25% and 35% of operating expenses. ...would you be interested in finding out how you can reduce these expenses by $1,000's of dollars?
Enjoy the benefits of improved employee performance, job satisfaction, loyalty and departmental productivity. So, not only can you reduce customer churn but you can retain your best employees ...would you be interested in finding out how?
That's Customer Focus! maps out exactly what you need to know and do in order to achieve this and more.
Whether you are a business owner, senior executive, manager or supervisor this book will provide you with a game plan, tactics and targeted actions for how you can strengthen customer focus.
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Assess your current level of Customer Focus
How Customer-Focused Are You?
You may be thinking that you and your organization are quite customer-focused. You are not alone and you may be right.

In a survey conducted by Bain & Company 362 firms were assessed. Eighty (80) percent believed they had a high level of customer focus and delivered a "superior experience" to their customers. But when their customers were asked about their own perceptions, they found that they rated only 8 percent of companies as truly delivering a superior experience.

In the world of customer focus, whose perception is more important? Obviously, the customer?s perception. In a highly competitive marketplace can we afford to take any chances?

If you are not sure how Customer-Focused your company is, why not take a minute to complete a short, unbiased, online assessment survey to find out. Click on the link above and take our assessment. You will get immediate feedback which will rate just how customer-focused you are. It's fast, it's easy and it's free.

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Characteristics of a Customer-Focused Organization
Truly Customer-Focused Organizations share a number of common characteristics. These organizations:
Embed a shared vision of service into their organization and define a set of clear service values
Communicate and reinforce a deep commitment to the customer among employees
Recognize that every function in the company has an impact on the customer
Develop and implement support functions that teach and reinforce service behaviors
Define the unique and pivotal role managers and supervisors play in reinforcing quality and service and train them to be customer-focused leaders
Recognize that Customer Satisfaction is a reflection of Employee Satisfaction
Align their processes and procedures to ensure a quality customer experience
Train managers, supervisors and employees to reinforce service behaviors
Define performance standards for staff that illustrate service behaviors and expectations
Utilize pro-active service recovery as a means to strengthen customer relationships
Provide recognition and reward for employees who exemplify stellar service
Use data to measure the efficiency of internal processes
These characteristics form the basis of the 12 proven strategies presented in this book. We explain how you can embed these into your own organization.
"Customer Service or Customer Focus Training Seminars"
Getting away to attend training can be a big challenge for many. On the other hand, having a book at your fingertips which provides you with a customer focus game plan so that you can deploy the service training and change processes you need to create a truly customer-focused organization for this price is a pretty great deal.
You could spend hundreds or even thousands of dollars attending customer service or customer focus training seminars or you can buy our book and learn how to create a Customer-Focused Organization for only $24.95.
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Testimonials

Why not take your first step on your journey to improved customer focus, performance and profitability?
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Other That's Customer Focus! products
If you're skeptical or just not sure yet, we have another option for you.
You can purchase That's Customer Focus! - The Series . That's right, The Series. We have divided this amazing book into four separate parts. And you can purchase each part for only $8.25.
Here's what's included in each part of this Four Part series.
Part 1 (50 pages)
Customer Focus 101
What is a Customer-Focused Organization?
Creating a Shared Vision and Service Values

Part II (45 pages)
Service Comes From Within (Internal Service)
Customer-Focused Leadership
Training and Selection

Part III (58 pages)
Know Your Customers
Know Your Competition
Learning From Your Customers

Part IV (62 pages)
Service Standards
Pro-Active and Effective Recovery
Reward and Recognition
Measuring Operational and Service Quality
Conclusion and Critical Action Items Checklist

For more details about That's Customer Focus! - The Series , Click here

For the price of lunch you can start learning about how to differentiate your business from your competitors, win their loyalty and improve your company's performance and profitability.
And we will give you one of the great bonus items from above with Parts I through III of the series as you purchase each book.
We have also created an exceptional follow-up resource called The Customer Focus Companion. While everything you need to implement your customer focus strategy is included in our book some of you may want some additional resources to help you with the implementation of your plan. You can find out more about this excellent action planning tool and activity guide resource by clicking here.
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Why an E-book instead of hard copy
Some of you may prefer a hard-copy book rather than an e-book. I used to be that way myself. Then a few years ago my daughter encouraged me, as only a daughter can, to be more environmentally conscious. My decision to publish in an e-book format was made in the hope that we could save a few trees.
As I explored e-book publishing, I learned a few more good reasons for e-books. You can produce pages in color which is more interesting to the eye. Color printed books are extremely expensive and black and white print can be a bit bland. You can also adjust the size of the page to make it larger or smaller so reading is easier on the eyes. And you can print only those pages you need when you want to work on one of the activities or exercises contained in the book.
So if you are inclined to prefer a hard copy book, why don?t you help me save a tree or two and try an e-book, like this one.
The Guarantee
This is a great offer. You get the e-book, some great added value bonus items and a money back guarantee!
Remember, if, in the next 8 weeks, you are not satisfied with this book, we?ll give you your money back.
That truly is no risk and tremendous potential for return!
Please don't wait any longer. Buy That's Customer Focus! today.
Buy That's Customer Focus! Click Here
OR
Buy That's Customer Focus! - The Series Part I Click Here

P.S. We want your feedback
If you have decided not to purchase your own copy of That's Customer Focus! we would greatly appreciate knowing why. We would be most grateful if you would complete a short feedback survey so we can learn more about what is important to our customers and visitors. Please click here to access our feedback survey. We promise this is not a ploy to get your email address. We really do want to know what you think. In fact, if you do provide your email address in the survey, we will send you a free copy of Part I of That's Customer Focus! - The Series. We really do want to know what you think.
For more information on our training programs please visit our corporate website at www.cantrainonline.com or if you have any questions or require help please contact us.
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? 2007 copyright www.thatscustomerfcous.com customer service books and training seminars







Table of Contents and outcomes of each chapter
Chapter 1: Customer Focus 101
defines what customer service is and is NOT
discusses why service is important and presents a business case for creating a Customer-Focused Organization
provides you with tools to create a business case for your specific organization
explores customer expectations and customer perceptions when it comes to service
Chapter 2: What is a Customer-Focused Organization?
provides a simple definition and description of a customer-focused organization
provides a description of the common characteristics of a customer-focused organization
offers an exercise to critique your own business on its customer focus
Chapter 3: Creating a Shared Vision and Service Values
provides you with an explanation of why a shared vision is important
suggests the steps to be followed in creating a shared vision
provides a definition of service values
outlines the importance of embedding service values throughout the company
provides an example of a service values and beliefs
Chapter 4: Service Comes From Within
explains how and why customer service and customer satisfaction require cooperation and partnership among employees of different functions and departments
helps you to identify your internal service partners
helps you assess to what degree you are a help or a hindrance to your customers and identify areas for service improvement
discusses those situations in which people indirectly affect the value customers receive
provides a service checklist that will allow you to see the relationship between your job and the customer's satisfaction
helps you to identify ways to help others in the organization to provide service more effectively
Chapter 5: Customer-Focused Leadership
explains why service is a leadership issue
defines ten key Customer-Focused Leadership Principles (Best Practices)
provides you with a method to assess your current level of customer-focused leadership
Chapter 6: Know Your Customers
outlines the importance of listening to the voice of the customer
offers a simple method to better understand your customers and their needs
provides sample surveys and customer interview tools
explains important considerations when designing your survey process
assists you in designing your own survey instrument
Chapter 7: Know Your Competition
provides unique techniques for gathering information about your competition
provides an exercise to apply the techniques for gathering competitive information
offers an exercise for producing a competition report card
Chapter 8: Learning From Your Customers
provides a definition of Moments of Truth
offers tips for identifying Moments of Truth
provides a definition for identifying critical customer incidents
offers tips and techniques for investigating critical customer incidents
suggests ways critical customer incidents can be used to aligned your processes and procedures to ensure a quality customer experience.
Chapter 9: Training and Selection
describes the attributes of exceptional service providers
provides a method for evaluating current employee customer-focused behavior and attitudes
describes what training is needed to be truly customer-focused
provides tips on hiring/selecting customer-focused employees
Chapter 10: Service Standards
discusses important considerations when using service standards
discusses the need for integrating service standards into training and day-to-day performance
provides examples of specific customer service standards for greeting the customer, transfers, putting callers on hold and problem resolution
gives examples of how phone messages, voice mail and email can be used to demonstrate customer commitment
offers recommendations on how to establish service standards
Chapter 11: Pro-Active and Effective Recovery
explains why service recovery is of strategic importance
discusses the development of specific pro-active recovery plans
provides an analysis tool to help you determine the current state of your service recovery methods
provides an approach for dealing with angry customers
Chapter 12: Reward and Recognition
provides an outline for designing your own Reward and Recognition program
includes a list of critical "Do's and Don'ts" for designing your Reward and Recognition Program
Chapter 13: Measuring Operational and Service Quality
provides a case study that illustrates the connection between service and operational measures
offers examples of operational measures
explains how these operational measures can be used as the foundation of your improvement efforts
provides an exercise to help you identify your operational and service measures
provides an exercise for identifying your service and quality improvement readiness
Chapter 14: Conclusion and Critical Action Items Checklist
this checklist will help you organize and plan your Customer-Focused Strategy and Implementation plan
Consultants would charge you hundreds if not thousands of dollars for the knowledge we provide you is this incredible resource. All for only $24.95, if you buy right now!
Click here to return to where you were previously so you can find out more about the book and the special bonus offer and other option.
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Click here to download a pdf excerpt from Chapter One
For more information on our training programs please visit our corporate website at www.cantrainonline.com or if you have any questions or require help please contact us.
If you have decided not to purchase your own copy of That's Customer Focus we would greatly appreciate knowing why. We would be most grateful if you would complete a short feedback survey so we can learn more about what is important to our customers and visitors. To thank you for your feedback we will give you free access