The Customer Service Solution Managing Emotions Trust And Control To Win Your Customer S Business
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The Customer Service Solution: Managing Emotions, Trust, and Control to Win Your Customer’s Business by Sriram Dasu,Richard B. Chase Pdf
Understand Consumer Psychology to Drive Profits and Growth Want to know exactly what’s driving your customer's behavior? NOW YOU CAN! The Customer Service Solution explains how consumers perceive services and shows you how to enhance the customer experience--every time. In this economic climate, the customer service experience is more critical than ever. Most leading service firms advocate the TLC mantra: Think Like a Customer. That's a good practice, but first you have to understand what your customer is thinking and feeling. Today's business leaders cannot afford to neglect the psychological principles that govern customer satisfaction and long-term loyalty. What are the factors that really determine customer satisfaction? Two of the nation's leading authorities on service psychology, Sriram Dasu and Richard Chase, have written this groundbreaking guide that identifies and demystifies the psychological triggers behind customer behavior. You'll go where customer satisfaction surveys, mystery shoppers, and focus groups can't--and learn exactly why customers respond and behave the way they do. With findings drawn from behavioral science research, this book provides all the tools you need to evaluate your current service platforms and design future strategies to enhance customer perceptions positively and drive your sales. The Customer Service Solution illustrates why even companies with high levels of satisfaction are missing tremendous opportunities by neglecting the emotional elements that govern consumer interactions. This book will show you how to: Shape and manage customer perceptions Understand implicit versus explicit outcomes Develop the roles of control and choice among buyers Design emotionally intelligent processes Build trust among customers Whatever your business may be--healthcare, hospitality, financial services, e-commerce, and more--this book is an essential tool to help you increase profits by leveraging your company's customer experience. PRAISE FOR THE CUSTOMER SERVICE SOLUTION: "Harnessing the power of emotions will help to drive an exceptional customer experience creating customers for life to help your business thrive. Finally, a guide to help us better understand how to do this." -- James Merlino, MD, Chief Experience Officer, Cleveland Clinic "Required reading for anyone designing a service encounter." -- James Heskett, Professor Emeritus, Harvard Business School, coauthor of The Service Profit Chain and Service Future "I have always known that our customers shop with us because they want to, not because they have to. How to make them want to is the secret that this great book unlocks." -- Kevin Davis, President and CEO, Bristol Farms "[Dasu and Chase] share easy-to-understand ideas and guidance to operations managers who typically do not think about the psychology of customers in designing their services." -- Mary Jo Bitner, PhD, Professor and Executive Director, Center for Services Leadership, W. P. Carey School, Arizona State University "Dasu and Chase provide an excellent set of ideas for delivering emotional customer service experiences through systems and operations." -- Rodolfo Medina, Vice President, Marketing & Commercial, Rock in Rio "This book provides valuable insights to managing and molding the customer's emotional journey, leading to ultimate satisfaction and sustainable loyalty." -- Ali V. Kasikci, Regional Managing Director, Orient-Express
The Customer Service Solution: Managing Emotions, Trust, and Control to Win Your Customer’s Business by Sriram Dasu,Richard B. Chase Pdf
Understand Consumer Psychology to Drive Profits and Growth Want to know exactly what’s driving your customer's behavior? NOW YOU CAN! The Customer Service Solution explains how consumers perceive services and shows you how to enhance the customer experience--every time. In this economic climate, the customer service experience is more critical than ever. Most leading service firms advocate the TLC mantra: Think Like a Customer. That's a good practice, but first you have to understand what your customer is thinking and feeling. Today's business leaders cannot afford to neglect the psychological principles that govern customer satisfaction and long-term loyalty. What are the factors that really determine customer satisfaction? Two of the nation's leading authorities on service psychology, Sriram Dasu and Richard Chase, have written this groundbreaking guide that identifies and demystifies the psychological triggers behind customer behavior. You'll go where customer satisfaction surveys, mystery shoppers, and focus groups can't--and learn exactly why customers respond and behave the way they do. With findings drawn from behavioral science research, this book provides all the tools you need to evaluate your current service platforms and design future strategies to enhance customer perceptions positively and drive your sales. The Customer Service Solution illustrates why even companies with high levels of satisfaction are missing tremendous opportunities by neglecting the emotional elements that govern consumer interactions. This book will show you how to: Shape and manage customer perceptions Understand implicit versus explicit outcomes Develop the roles of control and choice among buyers Design emotionally intelligent processes Build trust among customers Whatever your business may be--healthcare, hospitality, financial services, e-commerce, and more--this book is an essential tool to help you increase profits by leveraging your company's customer experience. PRAISE FOR THE CUSTOMER SERVICE SOLUTION: "Harnessing the power of emotions will help to drive an exceptional customer experience creating customers for life to help your business thrive. Finally, a guide to help us better understand how to do this." -- James Merlino, MD, Chief Experience Officer, Cleveland Clinic "Required reading for anyone designing a service encounter." -- James Heskett, Professor Emeritus, Harvard Business School, coauthor of The Service Profit Chain and Service Future "I have always known that our customers shop with us because they want to, not because they have to. How to make them want to is the secret that this great book unlocks." -- Kevin Davis, President and CEO, Bristol Farms "[Dasu and Chase] share easy-to-understand ideas and guidance to operations managers who typically do not think about the psychology of customers in designing their services." -- Mary Jo Bitner, PhD, Professor and Executive Director, Center for Services Leadership, W. P. Carey School, Arizona State University "Dasu and Chase provide an excellent set of ideas for delivering emotional customer service experiences through systems and operations." -- Rodolfo Medina, Vice President, Marketing & Commercial, Rock in Rio "This book provides valuable insights to managing and molding the customer's emotional journey, leading to ultimate satisfaction and sustainable loyalty." -- Ali V. Kasikci, Regional Managing Director, Orient-Express
Services Marketing: People, Technology, Strategy (Eighth Edition) by Jochen Wirtz,Christopher Lovelock Pdf
Services Marketing: People, Technology, Strategy is the eighth edition of the globally leading textbook for Services Marketing by Jochen Wirtz and Christopher Lovelock, extensively updated to feature the latest academic research, industry trends, and technology, social media and case examples.This textbook takes on a strong managerial approach presented through a coherent and progressive pedagogical framework rooted in solid academic research. Featuring cases and examples from all over the world, Services Marketing: People, Technology, Strategy is suitable for students who want to gain a wider managerial view of Services Marketing.
Research Handbook on Services Management by Davis, Mark M. Pdf
This comprehensive Research Handbook reflects the latest research breakthroughs and practices in services management. Addressing services management from a broader strategic perspective, it delves into the key issues of analytics and service robots, and their potential impact. Edited by the late Mark M. Davis, it represents an early foray into the new frontier of services management and provides insights into the future of the field.
Winning in Service Markets: Success through People, Technology, and Strategy is the first practitioner book in the market to cover the key aspects of services marketing and management based on sound academic evidence and knowledge. Derived from the globally leading textbook for Services Marketing by the same author, this book offers a comprehensive overview of extant knowledge on the topic. Accessible and practical, Winning in Service Markets bridges the gap between cutting-edge academic research and industry practitioners, and features best practices and latest trends on services marketing and management from around the world.
Services Marketing: People, Technology, Strategy (Ninth Edition) by Jochen Wirtz,Christopher Lovelock Pdf
Services Marketing: People, Technology, Strategy is the ninth edition of the globally leading textbook for Services Marketing by Jochen Wirtz and Christopher Lovelock, extensively updated to feature the latest academic research, industry trends, and technology, social media, and case examples.This book takes on a strong managerial approach presented through a coherent and progressive pedagogical framework rooted in solid academic research. It features cases and examples from all over the world and is suitable for students who want to gain a wider managerial view.Supplementary Material Resources:Resources are available to instructors who adopt this textbook for their courses. These include: (1) Instructor's Manual, (2) Case Teaching Notes, (3) PowerPoint deck, and (4) Test Bank. Please contact [email protected] Features:
Marketing and the Customer Value Chain by Thomas Fotiadis,Dimitris Folinas,Konstantinos Vasileiou,Aggeliki Konstantoglou Pdf
Marketing and supply chain management have a symbiotic relationship within any enterprise, and together they are vital for a company’s viability and success. This book offers a systemic approach to the integration of marketing and supply chain management. It examines the strategic connections and disconnections between supply chain and operations management and marketing by focusing on the factors that constitute the extended marketing mix, including product, price, promotion, people, and processes. Key aspects of supply chain management are discussed in detail, including material handling, unit load, handling systems, and equipment, as well as warehousing and transportation, design, and packaging. The book then goes on to explore the marketing functions of intangible products (services), followed by a focus on B2B markets. Throughout, there is a strong emphasis on the optimization and maximization of the value chain through the development of a systems approach with a market-orientation. Pedagogy that translates theory to practice is embedded throughout, including theoretical mini-cases, chapter-by-chapter objectives, and summaries. Marketing and the Customer Value Chain will help advanced undergraduate and postgraduate students appreciate how front-end marketing can interface with the back-end operations of supply chain management.
Handbook of Service Science, Volume II by Paul P. Maglio,Cheryl A. Kieliszewski,James C. Spohrer,Kelly Lyons,Lia Patrício,Yuriko Sawatani Pdf
The second volume of this successful handbook represents varied perspectives on the fast-expanding field of Service Science. The novel work collected in these chapters is drawn from both new researchers who have grown-up with Service Science, as well as established researchers who are adapting their frames for the modern service context. The first Handbook of Service Science marked the emergence of Service Science when disciplinary studies of business-to-customer service systems intertwined to meet the needs of a new era of business-to-business and global service ecosystems. Today, the evolving discipline of Service Science involves advanced technologies, such as smartphones, cloud, social platforms, big data analytics, and artificial intelligence. These technologies are reshaping the service landscape, transforming both business models and public policy, ranging from retail and hospitality to transportation and communications. By looking through the eyes of today’s new Service Scientists, it is anticipated that value and grand challenges will emerge from the integration of theories, methods, and techniques brought together in the first volume, but which are now rooted more deeply in service-dominant logic and systems thinking in this second volume. The handbook is divided into four parts: 1) Service Experience--On the Human-centered Nature of Service; 2) Service Systems–On the Nature of Service Interactions; 3) Service Ecosystems–On the Broad Context of Service; 4) Challenges–On Rethinking the Theory and Foundations of Service Science. The chapters add clarity on how to identify, enable, and measure service, thus allowing for new ideas and connections made to physics, design, computer science, and data science and analytics for advancing service innovation and the welfare of society. Handbook of Service Science, Volume II offers a thorough reference suitable for a wide-reaching audience including researchers, practitioners, managers, and students who aspire to learn about or to create a deeper scientific foundation for service design and engineering, service experience and marketing, and service management and innovation.
The Routledge Handbook of Tourism Experience Management and Marketing by Saurabh Kumar Dixit Pdf
The Routledge Handbook of Tourism Experience Management and Marketing offers a comprehensive and thorough inquiry into both customary and emergent issues of tourism experience and co-creation. Drawing together contributions from 83 authors from 28 countries with varied backgrounds and interdisciplinary interests, the handbook highlights multiple representations and interpretations of the theme. It also integrates a selection of illustrative global case studies to effectively present its chapter contents. Tourism experience drives the contemporary tourist’s behavior as they travel in pursuit of experiencing unique and unusual destinations and activities. Creating a memorable and enduring experience is therefore a prerequisite for the all tourism business organizations irrespective of the nature of their products or services. This handbook focuses on conceptualizing, designing, staging, managing and marketing paradigms of tourism experiences from both supply and demand perspectives. It sheds substantial light on the contemporary theories, practices and future developments in the arena of experiential tourism management and marketing. Encompassing the latest thinking and research themes, this will be an essential reference for upper-level students, researchers, academics and industry practitioners of hospitality as well as those of tourism, gastronomy, management, marketing, consumer behavior, cultural studies, development studies and international business, encouraging dialogue across disciplinary boundaries.
Customer Escalations Management: The Golden Recipe by Nikolaos Zormpas Pdf
Are you ready for AMAZING Customer Service & Experience? What about EXCEPTIONAL Service Delivery? Do you want to see your customers returning back Again & Again? If so, then this is the book for you!!! No one likes complaints, especially from customers. What if we look at these complaints differently though, by seeing them as opportunities instead of problems? When customers raise an issue with your business, they're giving you a chance to make it up to them instead of just taking their business elsewhere. It's also a chance to learn what areas in your business may be problematic and need fixing. You should still aim to avoid escalations; nevertheless, your attitude toward them should make all the difference. In Customer Escalations Management: The Golden Recipe, you will discover: ◆ The 8 phrases and words you should never use when dealing with complaints to avoid further aggravating your customers. ◆ How to handle customer complaints seamlessly to ensure no cases get dropped. ◆ Why customer escalations can actually be a boon to your company. ◆ How a company's leaders can significantly improve customer relations, even without being involved in day-to-day customer interaction. And much, much more! No matter how big or small your company is, having a customer escalations management system in place is essential. Following Nikolaos Zormpas' Golden Recipe will prepare your organization to manage customer complaints and escalations for all types of situations, while ensuring customer satisfaction and retention. If you want to reduce stress, frustration, and dissatisfaction for your customers (and your employees), then grab your copy now! Editorial Reviews Review "Your response, when things don't go right for customers, is essential to rebuilding trust and gaining loyalty. From the power of acknowledgement, an apology to the processes needed for great customer escalation management - this book by Nikolaos Zormpas is a must-read, must gift, must implement. Hands down Nikolaos' book will help you rebuild trust and grow customer loyalty." By Jason S Bradshaw, Global Customer Experience Guru, Best Selling Author and Executive -------------------------------------------------------------------------------------- "There are many audiences that can benefit from the systems and wisdom captured in "Customer Escalations Management." Nikolaos does a wonderful job demystifying where negative customer perceptions are likely to come from, and how to address these situations strategically. Implementing the principles in this book are sure to enhance both the Customer and the Employee experience inside of your organization." By Nate Brown, Founder of CX Accelerator -------------------------------------------------------------------------------------- "Nikolaos' book is a must have tool for any company wanting to thrive in customer satisfaction and retention. Make sure to add the ingredients of his golden recipe to your arsenal." By Chip Conley - Founder, Modern Elder Academy -------------------------------------------------------------------------------------- "This book teaches everyone on your team how to be a zero risk to do business with. Every company drops the ball from time to time, the great companies anticipate it, fix it and end up making those customers more loyal as a result." By John R. DiJulius III author of The Relationship Economy -------------------------------------------------------------------------------------- "Nikolaos delivers clear advice and recommended steps to take to ensure customer service responds correctly with his Golden Recipe. I recommend this book to every company wanting to improve its customer satisfaction." By Mike Feldman, Xerox's EVP and President of Americas Operations and Global Document Services -------------------------------------------------------------------------------------- "Nikolaos' Golden Recipe is not just a book...it's a powerful set of actionable tools and advice that any leader aiming for customer excellence can apply." By Jill Griffin, Best Selling Author: Customer Loyalty: How To Earn It, How To Keep It -------------------------------------------------------------------------------------- "This book is a must-read for everyone who wants to thrive at customer service, success and retention. It brings together the required tools and information under a Golden Recipe for success." By Shep Hyken, New York Times bestselling author of The Amazement Revolution -------------------------------------------------------------------------------------- "Nikolaos in his book explains, from the ground to the top, why customers are right even when they're not. He also justifies why clear vision, distributed strategy and on the job training are the secret ingredients of success. A must read and re-read." By Dr. Theodore N. Krintas, Koubaras Ltd Founder & CEO -------------------------------------------------------------------------------------- "I really enjoyed this book. The message is simple, clear and straight to the point. Complaint management is covered from start to finish, with practical no-nonsense advice. The author gives you all the tools to defuse customers frustration and even improve their trust and loyalty toward your brand. A must read for anyone in customer service." By Daniel Lafrenière, Omnichannel Customer Experience Strategist -------------------------------------------------------------------------------------- "Golden recipe is simple to follow, yet incredibly powerful. Nikolaos does an amazing job at showcasing what many would consider to be a bad thing (customer escalating) to be valuable learning moments. Read the book end to end or use chapters as golden nuggets, I would recommend it to anyone who has to deal with customers." By Philippe Mathijs, Founder of Reach Outstanding, Award Winning Global Executive Coach for Leaders and Managers -------------------------------------------------------------------------------------- "All leaders and managers need to read Customer Escalations Management. This well-written, easily accessible book provides powerful and practical tools to develop systems and organizational competencies that will turn service breakdowns into customer experience breakthroughs. When you leverage the power of Customer Escalations Management, your team members and customers will thank you!" By Joseph Michelli, Ph.D. - New York Times #1 Bestselling author of books like Stronger Through Adversity, The Airbnb Way, and The Starbucks Experience -------------------------------------------------------------------------------------- "Customer Escalations Management is a deeply human approach to a less and less humanized world. Nicely written, pleasantly read, it will give you a fresh insight in people dynamics that seal customer interaction." By Artemios Miropoulos, CEO Linkage Greece & Cyprus, Inspirational Speaker, Author: The Nameless King-25 Stories of Leadership from Ancient Greece -------------------------------------------------------------------------------------- "Nikolaos does a really great job of summarising why customers complain, why issues are too often escalated, when that needn't be the case and what businesses can do to deliver more effective levels of customer service and better outcomes for customers." By Martin Newman, The Consumer Champion -------------------------------------------------------------------------------------- "Customer Escalations Management, the Golden Recipe is a book packed with useful tips, dos and don'ts, examples, and warnings. You'll find yourself taking lots of notes and maybe even cringing at some of the books insightful comments about dealing with upset customers, being empathetic, and building the right support processes. All in all, a book that everyone responsible for and supporting customer experience should read and heed!" By Bill Price, President of Driva Solutions -------------------------------------------------------------------------------------- "The essential guide to successfully and profitably resolving escalations in customer support, generously created by customer experience expert Nikolaos Zormpas." By Micah Solomon, Customer service consultant and author of "Ignore Your Customers (and they'll go away)" -------------------------------------------------------------------------------------- "As a Best-selling Customer Experience author, and CX Consultant I will widely recommend Customer Escalations Management to my clients. Author Nikolaos Zormpas takes a smart and practical approach towards turning upset customers into customers for life, that makes this straightforward book a must read for all customer experience and customer service leaders." By Nicholas J Webb, CEO goleaderlogic.com, Author of What Customers Crave, and What Customers Hate
The Business Communication Handbook by Judith Dwyer,Nicole Hopwood Pdf
The Business Communication Handbook, 11e helps learners to develop competency in a broad range of communication skills essential in the 21st-century workplace, with a special focus on business communication. Closely aligned with the competencies and content of BSB40215 Certificate IV in Business and BSB40515 Certificate IV in Business Administration, the text is divided into five sections: - Communication foundations in the digital era - Communication in the workplace - Communication with customers - Communication through documents - Communication across the organisation Highlighting communication as a core employability skill, the text offers a contextual learning experience by unpacking abstract communication principles into authentic examples and concrete applications, and empowers students to apply communication skills in real workplace settings. Written holistically to help learners develop authentic communication-related competencies from the BSB Training Package, the text engages students with its visually appealing layout and full-colour design, student-friendly writing style, and range of activities.
Brilliant Customer Service PDF eBook by Debra Stevens Pdf
Keep them coming back for more Brilliant Customer Service is your guide to help you deliver exceptional customer service and keep your customers coming back time and time and again. It's for anyone involved in any organisation - whether you run your own business, manage people or you are a customer facing employee. It doesn't matter what your budget is, you'll find lots of simple changes you can implement right now to build a highly successful customer service strategy. BRILLIANT OUTCOMES · Identify your customers real needs and how best to meet them · Build trust and long term loyalty w.
Outstanding Customer Service by David E. Deviney Pdf
In today's marketplace, outstanding customer service may be the only thing that distinguishes your organization from your competitors. Outstanding Customer Service shows you how to provide the kind of service that generates customer loyalty (and repeat business) by developing key skills as well as systems that support and reinforce them. Dr. David Deviney is the owner of David Deviney and Associates, a consulting firm that serves a variety of industries. As a consultant, Dr. Deviney specializes in customer service, strategic planning, and behavioral change. Each book in the American Media How-To Series presents valuable information in a self-study format. Whether it's interviewing, customer service, or even termination skills, American Media's How-To Series of books will help you develop and retain a competitive advantage in today's workplace. Book jacket.
With a revised understanding of the science and philosophy behind human needs, businesses will be better equipped to provide long-term satisfaction for their customers. Mark uncovers a framework that will help businesses identify human needs and incorporate this perspective into strategy, and then focuses each chapter on a specific emotional need.
Even today with quality improvement the battle cry of American industry, the quality programs in most companies are limited to "conformance to technical standards," according to quality expert Bradley Gale. While some have ventured a step farther to measure customer satisfaction, few of them, Gale demonstrates, have attempted to track market-perceived "quality" -- how buyers select among competing suppliers, why orders are won or lost, and which competitors are succeeding in which market segments. Using cases including Milliken & Company; AT&T, United Van Lines, and Gillette, Gale shows how leading-edge companies have gone beyond the minimal achievements of conformance quality and customer satisfaction to focus on the third, higher stage, "market-perceived quality versus competitors" and aspire to an emerging fourth stage, "true strategic management." Drawing on his extensive research at AT&T, Johnson & Johnson, Parke-Davis, and other world-class companies, Gale provides new metrics for market-perceived quality that are straightforward and easy to interpret. His set of seven integrative tools for customer value analysis makes up the heart of the "war room wall" to help guide business-unit teams in their effort to outperform competitors in satisfying customers. The great value of these tools is that they are derived from a future-oriented strategic navigation system that tracks competitive information and market-perceived quality. Learning to master this system accelerates customer satisfaction from a slogan to a science and leads ultimately to true strategic management -- the fourth stage of Total Quality Management. The processes described in this book provide an insider's perspective on the criteria of the Baldrige Award. Bradley Gale's insights and innovative methods for defining, measuring, and improving market-perceived quality will create an entirely new thrust for the worldwide quality movement.
