Customer Service

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The Customer Service Revolution

John R. DiJulius
The Customer Service Revolution Book PDF

Author : John R. DiJulius
Publisher : Greenleaf Book Group
Page : 200 pages
File Size : 47,7 Mb
Release : 2015-01-06
Category : Business & Economics
ISBN : 9781626341302

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The Customer Service Revolution by John R. DiJulius Pdf

In The Customer Service Revolution, DiJulius points out how numerous companies have made Customer service their biggest competitive advantage, are dominating their industries, and have made price irrelevant. As a result of this Customer service revolution, people are being treated differently, better, and in a way like never before. This is a result of how companies and management are treating their employees and how employees are treating each other and the Customer—which ultimately permeates into people’s personal lives at home and in their communities. Can the way you run your business or treat your Customers have an effect on the world at large? John DiJulius will show you just that! Drawing on years of experience consulting with the top customer service companies around the world and in his role building his first business, John Robert’s Spa, into one of the top 20 salons in the US, DiJulius will show you exactly how to create your very own Customer service revolution and make price irrelevant.

Customer Service

Elaine K. Harris
Customer Service Book PDF

Author : Elaine K. Harris
Publisher : Pearson Educacion
Page : 175 pages
File Size : 40,8 Mb
Release : 2013
Category : Customer services
ISBN : 0132974347

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Customer Service by Elaine K. Harris Pdf

The market-leader, Customer Service: A Practical Approach, Sixth Edition, goes beyond providing reasons why customer service is important to defining proven methods for creating customer service excellence. Using a hands-on approach, it covers a wide range of knowledge and skills and offers an extensive collection of activities to enliven and invigorate any lecture. This edition features a revised chapter on technology, new Ethics in Action exercises and coverage of the latest trends in the customer service field. Focusing on problem solving, communication strategies and technology, this classic text pinpoints the skills needed to improve and sustain customer satisfaction and business relationships. For undergraduate courses in Customer Service, Training and Development, and Service Marketing; also as a supplement for a course in Marketing Principles

Strategic Customer Service

John A. Goodman
Strategic Customer Service Book PDF

Author : John A. Goodman
Publisher : AMACOM/American Management Association
Page : 256 pages
File Size : 51,8 Mb
Release : 2009
Category : Business & Economics
ISBN : 0814413331

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Strategic Customer Service by John A. Goodman Pdf

The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. The Author draws on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota. Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom using hard data and reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line.

Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation

Robert Bacal
Perfect Phrases for Customer Service Hundreds of Tools Techniques and Scripts for Handling Any Situation Book PDF

Author : Robert Bacal
Publisher : McGraw Hill Professional
Page : 240 pages
File Size : 43,9 Mb
Release : 2005-01-20
Category : Business & Economics
ISBN : 9780071465113

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Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation by Robert Bacal Pdf

Tools for pleasing even the most demanding customers A satisfied customer is a loyal customer, and in today's supercompetitive business economy few things are as crucial to a company's bottom line as the quality of its customer service. This latest title in the popular Perfect Phrases series is just the thing for customer service employees and those who train and manage them. Perfect Phrases for Customer Service gets you quickly up and running with everything you need to keep customers happy and loyal, including: Clear explanations of the reasons for difficult customer behaviors Proven tools and techniques for successfully handling even the most cantankerous customers 101 dialogues and scripts organized according to types of difficult behaviors, usable as is or as part of a training program, and easily tailored to any industry and company culture For more information, visit www.customerservicezone.com

Powerful Phrases for Effective Customer Service

Renée Evenson
Powerful Phrases for Effective Customer Service Book PDF

Author : Renée Evenson
Publisher : HarperChristian + ORM
Page : 303 pages
File Size : 43,7 Mb
Release : 2012-09-12
Category : Business & Economics
ISBN : 9780814420331

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Powerful Phrases for Effective Customer Service by Renée Evenson Pdf

Dealing with customers isn't easy, they aren't always right or even pleasant. Business author Renée Evenson ensures you’ll always have the right words to defuse tense interactions. Practical and insightful, this book ensures you’ll never again be at a loss for what to say to customers. In Powerful Phrases for Effective Customer Service, she covers 30 challenging customer behaviors and 20 common employee-caused negative encounters to teach you: how to assess circumstances, choose one of many appropriate responses, and confidently and consistently deliver customer satisfaction. Helpful sample scenarios and tangible instructions bring the phrases to life, while detailed explanations bolster your confidence so that you’ll have the right words as tools at your disposal and the skills to deliver those words effectively. By incorporating language that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation, you’ll not only be capable of overcoming obstacles--you’ll strengthen all facets of your customer service.

Raving Fans

Ken Blanchard,Sheldon Bowles
Raving Fans Book PDF

Author : Ken Blanchard,Sheldon Bowles
Publisher : Harper Collins
Page : 166 pages
File Size : 41,7 Mb
Release : 1993-05-19
Category : Business & Economics
ISBN : 0688123163

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Raving Fans by Ken Blanchard,Sheldon Bowles Pdf

"Your customers are only satisfied because their expectations are so low and because no one else is doing better. Just having satisfied customers isn't good enough anymore. If you really want a booming business, you have to create Raving Fans." This, in a nutshell, is the advice given to a new Area Manager on his first day--in an extraordinary business book that will help everyone, in every kind of organization or business, deliver stunning customer service and achieve miraculous bottom-line results. Written in the parable style of The One Minute Manager, Raving Fans uses a brilliantly simple and charming story to teach how to define a vision, learn what a customer really wants, institute effective systems, and make Raving Fan Service a constant feature--not just another program of the month. America is in the midst of a service crisis that has left a wake of disillusioned customers from coast to coast. Raving Fans includes startling new tips and innovative techniques that can help anyone create a revolution in any workplace--and turn their customers into raving, spending fans.

Customer Service

Paul R. Timm
Customer Service Book PDF

Author : Paul R. Timm
Publisher : Unknown
Page : 246 pages
File Size : 47,7 Mb
Release : 2001
Category : Consumer satisfaction
ISBN : CORNELL:31924086745373

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Customer Service by Paul R. Timm Pdf

Annotation. This practical, real-world book presents the skills essential for success in customer service. It brings together a wealth of the best information from professional books and academic textbooks, and the authors broad consulting experience. Includes information on making optimum use of the Internet as a customer service professional. A clear, usable process is employed for developing the skills, attitudes, and thinking patterns needed to win customer satisfaction and loyalty. The process helps the reader develop: a heightened awareness of challenges and opportunities; tools for dealing with unhappy customers, using the power of customer expectations and creating loyalty; the ability to lead, expand, and empower the service process.

Managing Customer Service

Jenny Hayes,Frances Dredge
Managing Customer Service Book PDF

Author : Jenny Hayes,Frances Dredge
Publisher : Gower Publishing, Ltd.
Page : 196 pages
File Size : 54,7 Mb
Release : 1998
Category : Customer services
ISBN : 0566080052

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Managing Customer Service by Jenny Hayes,Frances Dredge Pdf

Jenny Hayes and Frances Dredge offer a concise introduction to the business reasons for building good relationships with customers, and also examine the management framework of customer service.

The World of Customer Service

Pattie Gibson
The World of Customer Service Book PDF

Author : Pattie Gibson
Publisher : Cengage Learning
Page : 224 pages
File Size : 41,8 Mb
Release : 2013-05-28
Category : Business & Economics
ISBN : 0840064241

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The World of Customer Service by Pattie Gibson Pdf

Introduce your students to the exemplary customer service skills that are essential in all types of organizations today with the powerful, practical and engaging presentation in Gibson's THE WORLD OF CUSTOMER SERVICE, 3rd Edition. This text demonstrates how effective customer service techniques can help your students and their organizations achieve critical goals, deal with problems and complaints, consistently exceed customer expectations, and create loyal customers. Author Pattie Gibson focuses on the strategies most important in customer service today with insights and memorable examples from practicing professionals. Several new chapters in this edition highlight how to maximize revenue and customer satisfaction, effectively solve problems and resolve complaints, and better understand the impact and potential in today's social media. Students also gain new insights into establishing their own effective customer service habits. This edition emphasizes the importance of effective global communication and collaboration techniques with a wide range of real customer-focused activities and actual business cases. The new, optional CourseMate website for this edition reinforces concepts with interactive learning tools, including a complete eBook, videos and the unique Engagement Tracker for monitoring student outcomes. Help your students develop the customer service skills essential for professionals in all areas of business today with THE WORLD OF CUSTOMER SERVICE, 3rd Edition. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.

Digital Customer Service

Rick DeLisi,Dan Michaeli
Digital Customer Service Book PDF

Author : Rick DeLisi,Dan Michaeli
Publisher : John Wiley & Sons
Page : 262 pages
File Size : 40,8 Mb
Release : 2021-08-31
Category : Business & Economics
ISBN : 9781119841906

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Digital Customer Service by Rick DeLisi,Dan Michaeli Pdf

Digital Customer Service is the new standard for creating a 5-star customer experience As much as technology has improved our lives, for many people customer service experiences remain unnecessarily frustrating. But the advent of Digital Customer Service (DCS) promises to make these interactions seamless and effortless by creating experiences that occur entirely on a customer's own screen, even in situations where it is preferable to speak to an agent. Digital Customer Service: Transforming Customer Experience for an On-Screen World traces the evolution of customer service—as well as the evolution of customer expectations and the underlying psychology that drives customer behavior - from the days of the first call centers in the 1980s all the way to today's digital world. Written for Customer Service and Customer Experience leaders as well as C-suite executives (CEOs, CFOs, CIOs), Digital Customer Service helps business leaders balance three critical priorities: Creating an excellent experience for customers that increases customer loyalty and profitability Driving down the cost of Customer Service/Support interactions, while increasing revenue through Sales interactions Moving quickly toward the goal of "digital transformation" We have discovered—in our research and our first-hand experience—that when companies commit to achieving true Digital Customer Service, they can make significant progress toward all three of these goals at once. Digital Customer Service provides the roadmap for how your company can get there. And when you do, who wins? EVERYONE.

Total Customer Service

William H. Davidow,Bro Uttal
Total Customer Service Book PDF

Author : William H. Davidow,Bro Uttal
Publisher : HarperCollins Publishers
Page : 256 pages
File Size : 53,6 Mb
Release : 1989
Category : Business & Economics
ISBN : 0060161809

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Total Customer Service by William H. Davidow,Bro Uttal Pdf

A renowned marketing genius and one of today's foremost business journalists team up to unveil the new business trends of the 1990s and their prescriptions for business success.

Quest for the Best

Stanley Marcus
Quest for the Best Book PDF

Author : Stanley Marcus
Publisher : University of North Texas Press
Page : 260 pages
File Size : 49,9 Mb
Release : 2001
Category : Biography & Autobiography
ISBN : 1574411373

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Quest for the Best by Stanley Marcus Pdf

"Quest for the Best is not just a nostalgic look, however, at the age of handcrafted elegance. Marcus gives good advice on how consumers can educate themselves about the best, demand it, and get it. He describes his own experiences with the best in chapters such as "The Things You Love to Touch" and "Bed and Board." Witty, urbane, but always accessible, Marcus is a joy to read."--BOOK JACKET.

Be Our Guest

Disney Institute
Be Our Guest Book PDF

Author : Disney Institute
Publisher : Unknown
Page : 212 pages
File Size : 48,9 Mb
Release : 2003-06
Category : Business & Economics
ISBN : PSU:000057229805

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Be Our Guest by Disney Institute Pdf

Foreword by Michael D. Eisner. All organisations drive towards the same goal - how best to serve their customers. Walt Disney World has always enjoyed a reputation as a company that set the benchmark for outstanding business practices. Now, for the first time, one critical element of the method behind the magic is revealed: that of quality service. Here, their proven principles and processes are fully outlined, to help your organisation focus its vision and assemble its infrastructure to deliver exceptional customer service.

Customer Service Training 101

Renee Evenson
Customer Service Training 101 Book PDF

Author : Renee Evenson
Publisher : AMACOM
Page : 240 pages
File Size : 40,6 Mb
Release : 2010-10-06
Category : Business & Economics
ISBN : 9780814416426

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Customer Service Training 101 by Renee Evenson Pdf

Your service team may represent the first, last, or only interaction point between your customers and your company. Your front-line service professionals make or break countless opportunities, leads, sales, and relationships every day. Completely revised and updated to meet the challenges of a new service landscape, the second edition of Customer Service Training 101 presents proven techniques for creating unforgettable customer experiences. The book covers every aspect of face-to-face, phone, Internet, and self-service customer relations, and provides simple yet powerful tips for: * Projecting a positive attitude and making a great first impression * Communicating effectively, both verbally and nonverbally * Developing trust, establishing rapport, and making customers feel valued * Confidently handling difficult customers and situations New features include "How Do I Measure Up?" self-assessments, and "Doing It Right" examples from the author's extensive customer service experience. Every step-by-step lesson in this comprehensive and inspiring training manual is augmented with instructive sidebars, a summary of key points, practice exercises, and so much more.

Customer Service for Home Builders

Carol Smith
Customer Service for Home Builders Book PDF

Author : Carol Smith
Publisher : Unknown
Page : 0 pages
File Size : 47,9 Mb
Release : 2003
Category : Construction industry
ISBN : 0867185627

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Customer Service for Home Builders by Carol Smith Pdf

"Act as if you like your customer," says customer service expert Carol Smith. She shows builders and their management staffs how to make their home buyers' experience a positive one from initial contact through warranty service. Satisfied customers aren't born that way. They're created. A successful customer service program is one of the key elements in closing sales and getting referrals. You can increase sales by developing stronger customer service goals and organizing the activities necessary to reach them. Customer Service for Home Builders explores the fundamental customer service challenges that every service-oriented company faces: - staff - quality - documentation - internal communication - policies and procedures Carol Smith examines the sequence of a builder's relationship with home buyers and shows builders how to initiate service and successfully manage customers' experiences instead of just reacting to issues customers raise. In "Daily Operations: Working with Customers," she focuses on-- - expectations - preliminaries - customers and construction - new home delivery - warranty service The book --with its forms, checklists, documents, and resources guide- provides what you need to give your customer service program new life. It includes what you need to easily institute a comprehensive customer service program. Create satisfied customers every time with Carol Smith's industry-tested guidelines.