| Description |
1 online resource (188 pages) : illustrations |
| Contents |
Part One: ""Outrageous Service"" Philosophies; 1. Just Win the Damn Ballgame; 2. The Definition of ""Outrageous Service""; 3. The History of The Hatcher Agency; 4. Outrageous Work ours (24 Hours a Day, of Course); 5. Tell People What ou Are Going To Do, and Then Do It (It ain't braggin' if you can back it up.); 6. On Your Worst Day You Must Still Be Very Good; 7. The Hatcher Agency Employee Job Description; 8. Brianwash Yourself on the Way to Work; 9. There is No Off Switch on a Tiger!; 10. Our Attitude is the Difference; 11. ""Outrageous Service"" Means Saying No, Too |
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12. If I Were a Car Salesman, I Would Sell Cadillacs13. Honesty is the Best Policy; 14. Swim Upstream; Part Two: ""Outrageous Service"" Tools; 15. A Two-Dollar Bill for a One Percent Improvement; 16. Five ""Thank You"" Notes per Week; 17. Donuts in the Morning; Cookies in the Afternoon; 18. Holiday Cards; 19. Progress Notes; 20. Everybody Loves a T-shirt; 21. Voice Mail by Request Only; 22. We Deliver; 23. The Enrollment Van; 24. Goodwill Calls; 25. Expressions of Sympathy; 26. The Blue Sheet; 27. Employee Birthdays and Annviersaries; 28. Fax Updates; 29. A Dictation Unit is a Must |
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30. Birthday CardsPart Three: ""Outrageous Service"" Ideas; 31. You Cannot Deliver ""Outrageous Service"" with High Turnover; 32. You Have Made a Mistake That Hurts A Customer ... Now What?; 33. Administrative Bonuses for All Employees; 34. Staff Meeting at 7:00 a.m.; 35. Hatcher Time (The Hatcher Agency On-Time Rules); 36. Be a List Maker; 37. Write It Down; 38. How About a Personal Coach?; 39. Seek First to Understand ... Then to be Understood; Part Four: ""Outrageous Service"" Equals Outrageous Sales; 40. Incentives Must Be Service-Based to Ensure Great Service; 41. The Dan Gable Story |
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42. ""Outrageous Service"" Will Get You Referrals43. You Can Have Everything in Life You Want. . . ; 44. Fax Information on Your Company Prior to the Appointment; 45. Be a Community Volunteer; 46. Become the Best at What You Do and You Will Never Have to Prospect Again; 47. Cross Training; Part Five: Outrageous Education and Training; 48. Fringe and Intangible Benefits Can Lower Turnover and Improve Service; 49. Yes, We Have a Full-Time Trainer; 50. All Employees go to Insurance School; 51. Videotape Training Sessions and Give Exams; 52. Read a Book a Month; 53. Speaker of the Month |
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Part Six: Some Final Thoughts54. Don't Be Afraid to Fail; 55. Swing for the Fences |
| Summary |
Presents the customer service principles of the author, drawn from his life experiences and current work as the founder and president of the Hatcher Agency, an insurance agency based in Little Rock, Arkansas |
| Notes |
"This edition is published by arrangement with Tiger Books, publisher of the previous hardcover edition."--Title page verso |
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Subtitle from cover |
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Online resource; title from PDF title page (EBSCO, viewed March 21, 2016) |
| Subject |
Hatcher Agency
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Customer relations -- Case studies.
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Customer relations.
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Customer services -- Case studies.
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Customer services.
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Insurance agents -- Arkansas -- Little Rock.
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| Genre/Form |
Case studies.
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| Form |
Electronic book
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| ISBN |
1935166212 (electronic bk.) |
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9781935166214 (electronic bk.) |
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