Enhanced Customer Satisfaction. John Rich

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      ENHANCED

      CUSTOMER SATISFACTION

      Written by Customer Service & Sales Professionals:

      JOHN RICH & LUCILLE ORR

      Bestselling authors of

      Networking Games-Making Profitable Connections

      ENHANCED CUSTOMER SATISFACTION

      Published in eBook format by Lucille Orr

      Converted by http://www.eBookIt.com

      ISBN: 978-0-9871598-7-8

      First Published December 2011

      National Library Card Number & ISBN

      Copyright c John Rich and Lucille Orr.

      All rights reserved.

      Editing by Jackie Davies

      Book Production by Steven Orr

      Cover Design by Steven Orr

      No part of this publication may be reproduced in any form or by any means, electronic, mechanical, photocopying, recording or otherwise without the prior written consent of the authors. Quotations from three books, “The Net Result”, “How to Ask for What You Want and GET IT” and “Networking Games – Making Profitable Connections”.

      Introduction

      John Rich and Lucille Orr are the best-selling authors of “Networking Games – Making Profitable Connections”. Jointly they have more than 60 years experience in Sales, Customer Service and Networking in Business.

      Their advice is shared with you under the following Chapter headings;

      EYE CONTACT, SMILE, BE CALM, HAVE FUN, RELAX, BE COMFORTABLE, LEAVE YOUR PROBLEMS AT HOME, BE IN CONTROL, ASK QUESTIONS - WAIT FOR ANSWERS, MAKE FRIENDS, BE HONEST, COMPLIMENT THEM, REMEMBER THEM, ENGAGE IN THEIR LIVES AND PROJECTS, INTRODUCE YOURSELF AND OTHERS AROUND YOU, GIVE, BE GENEROUS, GO THE EXTRA MILE, HELP AND ASSIST, KNOW WHEN TO JOKE, KNOW WHAT TO SAY AND HOW TO SAY IT, DON’T GET ANGRY WITH CUSTOMERS, BE AN EXPERT IN YOUR FIELD, ACT LIKE YOU OWN THE BUSINESS, NETWORK WITH YOUR CUSTOMERS, BUILD A GOOD RELATIONSHIP WITH YOUR SUPPLIERS, INSTORE PRODUCT LOCATION GUIDE.

      Once you have read this book you will know exactly how to gain new business, keep your existing clients happy and have them referring new customers to you on a regular basis.

      Meet the Authors

      John Rich

      John lives in Sydney, Australia and was born and educated in Poland. He migrated to Australia alone in 1981 with Civil Engineering qualifications, and worked as a freelance Marketing Consultant. In 1987 he ventured into video and television production starting his own business called the Family Broadcasting Network.

      He always had a passion for sailing and in 1992 the Rich Challenge was born and he was actively planning and organizing sponsors for his Around the World sailing competition when he was diagnosed with stomach cancer. A successful operation was followed by almost fatal complications, and in those grey times facing death, John discovered new depths of determination and tactics to turn away from despair and seek new goals and challenges.

      Finding the will to fight back he eventually joined the BT Global Challenge 1996-97 crewed by people with disabilities. He helped this brave crew sail halfway around the world before another severe challenge to his physical health struck. Many would have thrown in the towel, but not John.

      He overcame all his health problems and started another successful business as a management consultant evaluating financial ratings, IT and marketing solutions for large corporations.

      John has over 35 years sales and customer service experience and has been working in the retail sector for the past six years, developing innovative sales and customer service training programs. He is a highly sort after educator and professional speaker due to his ability to communicate a clear message to his audience.

      Lucille Orr

      Lucille was born in South Australia and lives in her homes in Adelaide and Sydney. She worked on one of the first six IBM computers installed in Adelaide. Five years later she turned her knowledge and experience in the industry into a national, computer training, staffing and processing business in three states, employing over 100 permanent staff.

      After 11 years she sold her Key Punch Centres and assisted an Adelaide based company expand its retail business in Sydney and later joined Gloria Marshall Figure Salons as their NSW State Manager.

      In 1980 she was the first female manager with the Ansett/TNT group as its Sales Manager of Ansett Air Freight (SA). Following the birth of her son Steven in 1982 she joined Wang Computer as a Senior Sales Executive and later became the Adelaide Festival Centre Restaurants, as the Sales and Promotions Manager.

      While at AFC she created the first dinner and show packages ever sold as a BAS ticket and an Executive Women’s Luncheon Club. In 1987 she started her own Dinner and Show business and created the Australian Executive Women’s Network which expanded to 19 branches across Australia within five years.

      One of her greatest achievements was creating the Telstra Business Women’s Award which started as the Telecom Australian Executive Woman of the Year Award. Lucille organized this award nationally for nine years before Telstra renamed it in 1995 as a corporate promotion. Lucille published two books titled, “The Net Result” detailing the winning women’s success stories, followed by a third book released in Japan.

      Easter 1994; in four days Lucille wrote the best-selling book titled “How to Ask for What You Want and GET IT!” In 1995 she was invited to live in Sydney again and work as a founding Mentor and Supervisor for the NSW Department of State and Regional Development’s – Business Women’s Mentor Program. After six successful years working as a Mentor, Business Consultant, Corporate and Small Business Coach, Professional Speaker and Radio Broadcaster she returned to Adelaide after the Sydney Olympic Games ended in 2000.

      Before leaving Sydney Lucille Orr and John Rich wrote their first joint publication, “Networking Games – Making Profitable Connections” after meeting at AUSTRADE’s Business Club Australia during the 17 days of the Games. Lucille returned to Adelaide to study real estate and opened AWARE Properties in December 2000. Keen to educate more women and their families she documented her first decade in real estate in her book “AWARE – Australian Women and Real Estate,” published in 2011.

      You will find many e-books written by Lucille Orr and jointly with John Rich.

      Contact Details

      John Rich

       [email protected]

       www.johnrich.com.au

       www.rich.net.au

      Lucille Orr

       [email protected]

       [email protected]

       www.lucilleorr.com

       www.awareproperties.com.au

      John Rich