Stellar Customer Service

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Stellar Customer Service

Mou Chakraborty
Stellar Customer Service Book PDF

Author : Mou Chakraborty
Publisher : Bloomsbury Publishing USA
Page : 227 pages
File Size : 44,5 Mb
Release : 2016-08-29
Category : Language Arts & Disciplines
ISBN : 9781440840777

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Stellar Customer Service by Mou Chakraborty Pdf

From librarians to volunteer workers, staff to student workers, all library personnel need to deliver great customer service. This book presents innovative instructional methods that will inspire you to take a fresh approach to customer service training. Customer service is one of the most critical staff development training areas in the library world. Every member of a library's staff who interacts with the public needs the specialized skills and tools to work with a diverse clientele. This book addresses the need for staff training for various kinds of libraries, covering public and academic libraries of various sizes, medical libraries, law libraries, and state organization and joint-use libraries. Each chapter of Stellar Customer Service: Training Library Staff to Exceed provides practical advice and creative solutions for showing staff how to handle customer service issues. The book identifies the essential skills and tools staff at all levels—from librarians and staff to student workers and volunteers—must have to contribute to your library's success. Readers will learn innovative training methods, see how a wide range of libraries have approached this perennial staff issue, and get excited about approaching their own customer service training in fresh new ways.

Stellar Customer Service

Mou Chakraborty
Stellar Customer Service Book PDF

Author : Mou Chakraborty
Publisher : Bloomsbury Publishing USA
Page : 142 pages
File Size : 40,9 Mb
Release : 2016-08-29
Category : Language Arts & Disciplines
ISBN : 9798216149088

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Stellar Customer Service by Mou Chakraborty Pdf

From librarians to volunteer workers, staff to student workers, all library personnel need to deliver great customer service. This book presents innovative instructional methods that will inspire you to take a fresh approach to customer service training. Customer service is one of the most critical staff development training areas in the library world. Every member of a library's staff who interacts with the public needs the specialized skills and tools to work with a diverse clientele. This book addresses the need for staff training for various kinds of libraries, covering public and academic libraries of various sizes, medical libraries, law libraries, and state organization and joint-use libraries. Each chapter of Stellar Customer Service: Training Library Staff to Exceed provides practical advice and creative solutions for showing staff how to handle customer service issues. The book identifies the essential skills and tools staff at all levels—from librarians and staff to student workers and volunteers—must have to contribute to your library's success. Readers will learn innovative training methods, see how a wide range of libraries have approached this perennial staff issue, and get excited about approaching their own customer service training in fresh new ways.

Please Every Customer: Delivering Stellar Customer Service Across Cultures

Robert W. Lucas
Please Every Customer Delivering Stellar Customer Service Across Cultures Book PDF

Author : Robert W. Lucas
Publisher : McGraw Hill Professional
Page : 303 pages
File Size : 47,7 Mb
Release : 2011-06-17
Category : Business & Economics
ISBN : 9780071748544

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Please Every Customer: Delivering Stellar Customer Service Across Cultures by Robert W. Lucas Pdf

Deliver Valuable Service to a New World of Customers As the economy globalizes, customers are becoming more and more diverse making your job harder than ever. Regardless of differences in values, age, abilities, and other factors, the pressure is on to deliver exceptional customer service every step of the way. Help is here. Please Every Customer provides key information about how people of different cultures and groups communicate, view relationships, and value time—so you can provide the best service for each of your customer’s needs and expectations. Whatever the nationality, age, or gender of your customer, Please Every Customer gives you the tools to: Overcome differences in language Recognize and accommodate customer needs Make positive first impressions Avoid stereotypes Gain trust Listen “actively” Identify crucial nonverbal cues The age-old customer-service maxim “the customer is always right” isn’t enough anymore. Use Please Every Customer as your road map to navigate the new world of customer service.

The Ultimate Online Customer Service Guide

Marsha Collier
The Ultimate Online Customer Service Guide Book PDF

Author : Marsha Collier
Publisher : John Wiley & Sons
Page : 204 pages
File Size : 47,8 Mb
Release : 2010-12-15
Category : Business & Economics
ISBN : 9781118007655

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The Ultimate Online Customer Service Guide by Marsha Collier Pdf

Make your online customers happy—and create new ones—with this winning guide Social media gives you an unparalleled vehicle for connecting and engaging with an unlimited number of customers. Yet this vehicle is different than other, more impersonal forms. With social media, reps become part of their customers' lives. They follow back. They handle complaints immediately. They wish customers "happy birthday." They grow their brands by involving themselves in communities. The Ultimate Online Customer Service Guide gives you the keys to authentic and engaged service to customers through social media. Using a blend of case studies, a primer on classic online customer service, and instructions on how to execute quality customer service, this book enables you to access the opportunities that social media presents as a means of serving customers. Authentically use social media to connect with customers to boost your bottom line Attract new customers through your online presence Achieve higher GMS (Gross Merchandise Sales) with quality customer service Social media gives you a new and growing realm to distinguish your business. Create a productive presence in this interactive space with The Ultimate Online Customer Service Guide.

Achieving Excellence Through Customer Service

John Tschohl
Achieving Excellence Through Customer Service Book PDF

Author : John Tschohl
Publisher : Best Sellers Publishing
Page : 388 pages
File Size : 53,6 Mb
Release : 1996
Category : Business & Economics
ISBN : 0963626841

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Achieving Excellence Through Customer Service by John Tschohl Pdf

Promotes the theory that superior customer service leads to a superior business organisation

Customer Service

Peter Shankman
Customer Service Book PDF

Author : Peter Shankman
Publisher : Pearson Education
Page : 303 pages
File Size : 51,5 Mb
Release : 2010-12-16
Category : Business & Economics
ISBN : 9780132116985

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Customer Service by Peter Shankman Pdf

Use Social and Viral Technologies to Supercharge your Customer Service! Using social media, you can deliver amazing customer service–and generate an army of fans who’ll promote you in good times, and rescue you from disaster. Now, legendary online marketing expert Peter Shankman shows you exactly how to do all that–without spending a fortune! Shankman draws on his immense experience as founder of the online growth company HARO and marketing consultant to multiple Fortune 500 clients. He presents straight-to-the-point solutions for building customer loyalty, trust, and credibility online–and rebuilding it when catastrophe strikes. Companies around the world are driving enormous value from online customer service at remarkably low cost. You can, too. Peter Shankman will show you how–step-by-step, right now! You’ll learn how to: • Organize a small, powerful social media team on a tight budget • Listen to what your customers, advisors, and markets are really saying • Make prospects feel like rock stars from the moment they find you • Choose online media that make the most sense for you • Avoid wasting time with platforms that won’t help you • Earn your customer’s loyalty, trust, and credibility • Learn from other companies’ viral “disasters” • Rebuild your credibility after you’ve taken a public “hit” online • Make sure everyone hears your customers when they compliment you • Capture all your customer knowledge–and use it in real time • Keep people talking–and not just about you

Happy about Customer Service?

Ken Welsh
Happy about Customer Service Book PDF

Author : Ken Welsh
Publisher : Happy About
Page : 105 pages
File Size : 48,9 Mb
Release : 2008
Category : Business & Economics
ISBN : 9781600050947

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Happy about Customer Service? by Ken Welsh Pdf

Welsh sets the framework for anyone anywhere to develop a level of customer service excellence which will differentiate any business from its competition.

Customer Service in Health Care

Kristin Baird
Customer Service in Health Care Book PDF

Author : Kristin Baird
Publisher : John Wiley & Sons
Page : 176 pages
File Size : 50,6 Mb
Release : 2014-07-25
Category : Health & Fitness
ISBN : 9781119020318

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Customer Service in Health Care by Kristin Baird Pdf

Research confirms that it is six times more costly to attract anew customer than it is to retain an existing one. Creating a culture of service excellence requires planning,preparation, and persistence. Customer Service in HealthCare is designed to provide readers with the fundamentalinformation and skills to start or strengthen a customer serviceinitiative within a health care organization. This bookconcentrates on action as opposed to theory. It offers a practical,step-by-step process for creating a culture shift toward customerservice excellence at all levels of an organization, and presentsthe essentials to improving performance that will bring theindividuals closer to the mission, values, and standards. Chapters focus on: Tools for establishing and measuring customer service teamgoals Creating customer service standards unique to yourorganization Tips on training sessions Strategies for maintaining top-of-mind awareness of customerservice among employees Customer service techniques for physicians and nurses An overview of customer service as an essential component ofbusiness development and marketing

Two Factor Theory of Customer Service

DAVID L. ELWOOD
Two Factor Theory of Customer Service Book PDF

Author : DAVID L. ELWOOD
Publisher : AuthorHouse
Page : 200 pages
File Size : 52,8 Mb
Release : 2013-12-18
Category : Business & Economics
ISBN : 9781491844434

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Two Factor Theory of Customer Service by DAVID L. ELWOOD Pdf

In the Two Factor Theory of Customer Service, author David L. Elwood nudges the entire field of customer service toward becoming a professional discipline. Customer service is not a casual, do-it-if-you-think-of-it aspect of business; customer service is a real business product that stands beside the primary product of every business enterprise; it is inescapable and it is inextricably tied to profits. Elwood uses easy to follow ideas that open the door to fresh, persuasive perceptions of the fundamental dimensions of customer service events: accessible, emotional, temporal, informational, solutional, aptitudinal, and relational. The essence of Elwoods message is that the more clearly and deeply one understands customer service events, the more effective he or she will become at delivering customer service straight to the customer. And, as powerful, empirical research findings have shown, delivery of Superior Customer Service goes hand in hand with superior profits. The Two Factor Theory of Customer Service will delight everyone looking for a systematic approach to understanding and classifying the seemingly unending differences found in published examples of Superior Customer Service, and it will brighten the pathway for each provider seeking to increase profits. Without question, you ARE in the customer service business --- the only question is whether you are doing it well. Want a quick read at the airport terminal thatll entertain more than transform? Two Factor Theory of Customer Service isnt it! Elwood skips the clichs while delivering a perfect balance of theory and immediate application that will change how you see your customers, and more importantly how your customers will see you (again and again and again...). Jay Martinson, Ph.D. Chair, Communications Department, Olivet Nazarene University

SALES RETAIL AND CUSTOMER SERVICE SKILLS

Prabhu TL
SALES RETAIL AND CUSTOMER SERVICE SKILLS Book PDF

Author : Prabhu TL
Publisher : NestFame Creations Pvt Ltd.
Page : 146 pages
File Size : 42,9 Mb
Release : 2020-12-22
Category : Business & Economics
ISBN : 8210379456XXX

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SALES RETAIL AND CUSTOMER SERVICE SKILLS by Prabhu TL Pdf

I was with a friend who was looking for a new pair of sneakers yesterday at Dick’s Sporting Goods. He found an associate and he told him what he was looking for. The associate escorted him to the Adidas section. My friend picked up a pair and asked if they had them in 11. The associate whipped out his small tablet, scanned the SKU of the shoe, touched 11, said they did and was off. He came back, handed him the shoes and left. As an old shoe dog who put myself through college selling shoes, I was a bit put off. I had expected him to take out the shoes and put them on his feet to make sure they fit. Instead, my friend tried them on alone. Too small. Retail Customer Service Measurement & Success He then waited to catch the eye of the associate. “I guess I need an 11.5.” They too were too small until my friend finally got a size 12. And still not a word of connection between the associate and my friend. Efficient: yes. Friendly: no. Looking at a register right there in the department, my friend asked, “Can I just pay you here?” The associate said, “No, go to any register” and was off. While his attitude was fine, this was not customer service. Yes, he got the shoes and my friend purchased them, but that was it. And while there were Brannock foot-measuring devices scattered under the small benches in is this beautiful store, I didn’t see one associate using them. And on a busy Saturday, most shoppers who were trying on shoes received the same zero customer service. Big miss for such a big store. There's no doubt the retail industry has seen extraordinary changes since I worked the floor two decades ago. Yet one constant remains: You still need to realize the critical importance of great customer service if you want shoppers to return to you for their next purchase instead of going to their smartphones. Now that every prospective customer can shop in the comfort of their own home - or anywhere else - it's imperative that brick and mortar retailers offer something e-commerce outlets can never match... Peerless, human-to-human customer service, from the beginning of the experience to the end.

Beyond Good, Beyond Great, To "Legendary" Customer Service

Lee Tomlinson
Beyond Good Beyond Great To Legendary Customer Service Book PDF

Author : Lee Tomlinson
Publisher : Lulu.com
Page : 163 pages
File Size : 49,5 Mb
Release : 2013-10
Category : Business & Economics
ISBN : 9781300940920

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Beyond Good, Beyond Great, To "Legendary" Customer Service by Lee Tomlinson Pdf

A customer service fanatic reveals what his successful battle with cancer taught him about YOUR customer service and how you can become a customer service legend!

Quality Customer Service Rekindling the Art of Service to Customers

Sharon L. Burton
Quality Customer Service Rekindling the Art of Service to Customers Book PDF

Author : Sharon L. Burton
Publisher : Lulu.com
Page : 162 pages
File Size : 41,8 Mb
Release : 2007-06-21
Category : Business & Economics
ISBN : 9780615148977

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Quality Customer Service Rekindling the Art of Service to Customers by Sharon L. Burton Pdf

Quality Customer Service Rekindling the Art of Service provides reflective and easy to read narratives about customer service, via the lens of seven characters that individually represent different business types. The characters, Dollar, Stu, Meaty, Shopper, Peachie, Medic, and BATS, depict quality customer service for personal usage, businesses, educational institutions, and organizations offering enhancement skills. Whether working for a business, planning to operate a business, or know someone in business, this innovative work will greatly assist professional efforts. The book offers skill sets to bridge customer service gap between generations (Matures, Baby Boomers, Generation X, and Generation Y. It provides a well illustrated range of customer service scenarios, a better understanding of internal and external customer service, diversity in customer service, and an enhanced awareness of communication methods. The reader gains increased knowledge of how people, businesses, and leaders affect quality.

Handbook of Research on AI and Machine Learning Applications in Customer Support and Analytics

Hossain, Md Shamim,Ho, Ree Chan,Trajkovski, Goran
Handbook of Research on AI and Machine Learning Applications in Customer Support and Analytics Book PDF

Author : Hossain, Md Shamim,Ho, Ree Chan,Trajkovski, Goran
Publisher : IGI Global
Page : 445 pages
File Size : 47,8 Mb
Release : 2023-05-02
Category : Computers
ISBN : 9781668471074

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Handbook of Research on AI and Machine Learning Applications in Customer Support and Analytics by Hossain, Md Shamim,Ho, Ree Chan,Trajkovski, Goran Pdf

In the modern data-driven era, artificial intelligence (AI) and machine learning (ML) technologies that allow a computer to mimic intelligent human behavior are essential for organizations to achieve business excellence and assist organizations in extracting useful information from raw data. AI and ML have existed for decades, but in the age of big data, this sort of analysis is in higher demand than ever, especially for customer support and analytics. The Handbook of Research on AI and Machine Learning Applications in Customer Support and Analytics investigates the applications of AI and ML and how they can be implemented to enhance customer support and analytics at various levels of organizations. This book is ideal for marketing professionals, managers, business owners, researchers, practitioners, academicians, instructors, university libraries, and students, and covers topics such as artificial intelligence, machine learning, supervised learning, deep learning, customer sentiment analysis, data mining, neural networks, and business analytics.

The Book of all 20 Methodologies to Improve and Profit from Customer Experience and Service

Heverton Anunciação
The Book of all 20 Methodologies to Improve and Profit from Customer Experience and Service Book PDF

Author : Heverton Anunciação
Publisher : Heverton Anunciação
Page : 403 pages
File Size : 53,6 Mb
Release : 2023-12-04
Category : Business & Economics
ISBN : 8210379456XXX

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The Book of all 20 Methodologies to Improve and Profit from Customer Experience and Service by Heverton Anunciação Pdf

In the past, medicine worked like this: a patient looked for a doctor who evaluated him carefully. After the evaluation, the doctor said to the patient: Are you willing to abandon everything that has made you sick so far? Only then do I accept to be your doctor. Now, I ask you: Is your company willing to abandon all the bad processes and bad strategies that have given your customers a bad experience? The big problem is that, in many cases, we look for doctors, pharmacists and software resellers and, what they want most, is to recommend medicines and CRM systems for a temporary cure, or imaginary cure to serve the media or advertising. What's wrong with that? It is that in the customer service sector, the side effect is worse than acting directly on the cause of the corporate pains that cause the bad experience to customers. If professionals don't know how to hire and build a long-term strategy, your suppliers will always want you to come back for new software purchases and more software, and not for a permanent cure. The objective of this book is to bring the most widely used and effective standards on the market to serious professionals who really want to embrace and offer excellent customer service. There is no methodology that will solve everything overnight, but the right methodology will help the company to respond quickly and without repression. As the conclusion, I wrote in this book too a table that help you to identify Why, when and how to use each one of those worldwide methodologies or tools to improve and profit from your customer service. This book is part of the CRM and Customer Experience Trilogy called CX Trilogy which aims to unite the worldwide community of CX, Customer Service, Data Science and CRM professionals. I believe that this union would facilitate the contracting of our sector and profession, as well as identifying the best professionals in the market. The CX Trilogy consists of 3 books and one Dictionary: 1st) 30 Advice from 30 greatest professionals in CRM and customer service in the world 2nd) The Book of all Methodologies and Tools to Improve and Profit from Customer Experience and Service 3rd) Data Science and Business Intelligence - Advice from reputable Data Scientists around the world and plus, the book: The Official Dictionary for Internet, Computer, ERP, CRM, UX, Analytics, Big Data, Customer Experience, Call Center, Digital Marketing and Telecommunication: The Vocabulary of One New Digital World

Win the Customer

Flavio Martins
Win the Customer Book PDF

Author : Flavio Martins
Publisher : AMACOM
Page : 251 pages
File Size : 51,7 Mb
Release : 2015-09-23
Category : Business & Economics
ISBN : 9780814436257

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Win the Customer by Flavio Martins Pdf

Your prices can be beat. Your product can be improved upon. Your service is provided by others. But one key aspect about your company that cannot be duplicated or outdone is the unique, outstanding customer service experience that you continually provide for your customers. In Win the Customer, companies can learn practical, powerful techniques for energizing the way they interact with the people who drive their business, distinguishing themselves from the competition by providing their customers with something truly special. Author and vice president of operations Flavio Martin, named by the Huffington Post as a “most influential social customer service pro,” fills his invaluable guide with examples and inspiration in order to show readers how to:• Align the business around a customer service mission• Make every employee a customer service agent• Create an environment in which exceptional service experiences can happen• Humanize customer service, virtually and in person• Empower employees to find innovative solutions• All the random acts of WOW--they’re often the most memorable• And much moreProducts and prices can only get you in the door with new customers. But exceptional customer service will keep them lifelong fans. Win the Customer is your guidebook for building your fan base!