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Achieving Superior Customer Service
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Book Synopsis 50 Activities for Achieving Excellent Customer Service by : Darryl S. Doane
Download or read book 50 Activities for Achieving Excellent Customer Service written by Darryl S. Doane and published by Human Resource Development. This book was released on 2003 with total page 274 pages. Available in PDF, EPUB and Kindle. Book excerpt: Increase the creativity and skill level of customer service representatives, demonstrate what excellent customer service is, provide insights and practice to improve customer service, develop your own organization's bank of customer service learning situations.
Book Synopsis Superior Customer Service by : Dan Blacharski
Download or read book Superior Customer Service written by Dan Blacharski and published by Atlantic Publishing Company. This book was released on 2006 with total page 290 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book details how to care for customers and how to make superior service happen and keep customers coming back to your store or web site. You will learn practical and innovative tips and tricks that are easy to implement and can be applied immediately. This book is a ready-made, in-house training workshop and step-by-step manual for creating superior customer service. Learn from successful companies what works and what doesn't to help keep customers racing back to your business.
Download or read book Business Ethics written by Denis Collins and published by SAGE Publications. This book was released on 2022-01-21 with total page 781 pages. Available in PDF, EPUB and Kindle. Book excerpt: Business Ethics teaches students how to create organizations of high integrity and superior performance. The authors walk readers through designing ethical organizations using an Ethical Systems Model that outlines best practices for hiring, training, making ethical decisions, and fostering trust.
Book Synopsis Achieving Excellence Through Customer Service by : John Tschohl
Download or read book Achieving Excellence Through Customer Service written by John Tschohl and published by AudioInk. This book was released on 2011-09-22 with total page 454 pages. Available in PDF, EPUB and Kindle. Book excerpt: If you’ve heard and read all you want to know about how bad service is in the world and how important service is to customers and to your bottom line, you may be ready for a little action. After many recent articles and books dealing with the need for quality service, few business managers remain unconvinced. Many, however, remain unequipped to express their commitment in action. The mission of this book is to equip the already convinced to implement the already proved: service is a strategy as powerful as marketing and as potent as a quality product itself in the ongoing effort to realize the full profit potential of a company. This book gives you detailed, step-by-step knowledge that you can use in establishing profitable customer service strategies. The profit-producing capability of an organization derives from impressions made by all employees on the organization’s customers. The means of creating these impressions are the quality and efficacy of the product or service that the employees sell: the quality, accuracy, dependability, and speed of their service — and the warmth of their human relationships with customers. Training and motivation for people who actually deliver service and how-to-do-it implementation instructions are the twin I-beams supporting the substance of this book. They are: The reason this book was written. The features that distinguish this book from other books on service. Among key benefits to readers of this book are: Hands-on ideas, skills, and techniques that can be used immediately. Knowledge about shaping employee attitudes, a powerful competitive force moving a firm toward greater market share, customer loyalty, and profitability.
Book Synopsis Customer Service Essentials by : Robert E. Hinson
Download or read book Customer Service Essentials written by Robert E. Hinson and published by IAP. This book was released on 2019-08-01 with total page 262 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Service Essentials is a must-read and a definitive source of information on effective management of customer service in Africa and beyond. Leveraging on unique concepts and practices developed in the field of customer service management, this book uses case studies and vignettes to reinforce learnings, drawing parallels to real life experiences. The book is a valuable resource for individuals and organizations, in the quest to achieve excellent customer service, increased productivity and enhanced employee satisfaction. It explores the practical challenges of customer service in Africa, examines critical success factors and provides guidelines for effective customer engagement in this evolving highly networked digital era. Policy makers, directors, managers and students will gain valuable and actionable insights on service management as they navigate the chapters. Praise for Customer Service Essentials: Lessons for Africa and Beyond "This book captures service excellence by detailing out in a most explicit manner essential services dynamics of Responsiveness, Accessibility, Tangibles, Empathy and Reliability. I highly recommend it!" Esi Elliot Assistant Professor, Marketing Suffolk University, Boston, MA "I am very impressed with this book and excited to see the topics being discussed in the Chapters are geared toward quality customer service in Africa. All the chapters are superbly written, relevant to the African context and above all, the authors cover incredibly interesting topics and support them with pertinent cases. Bringing together such fine minds in the field, this book is useful and a must for anyone serious about customer service, service branding and the need to respect the customer." Charles Blankson Professor of Marketing College of Business University of North Texas "Hinson and colleagues have skillfully put together a useful collection of new perspectives on modern customer service essentials with an African and global perspective. This is a highly recommended text for students and practitioners." Ellis L.C. Osabutey Reader Roehampton University Business School United Kingdom
Book Synopsis Quality Best Practice 3 - Achieving Service Excellence by :
Download or read book Quality Best Practice 3 - Achieving Service Excellence written by and published by Select Knowledge Limited. This book was released on with total page 151 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Creating and Sustaining a Superior Customer Service Organization by : James Poisant
Download or read book Creating and Sustaining a Superior Customer Service Organization written by James Poisant and published by Bloomsbury Publishing USA. This book was released on 2001-10-30 with total page 188 pages. Available in PDF, EPUB and Kindle. Book excerpt: Poisant reveals the secrets of superior customer service organizations. He redefines the role of management and organizations, taking the reader on a journey and discovering the true nature of superior managers and organizations. Those in management positions who seek to understand how to better motivate their employees and better serve their customers will find the answers they are searching for in these pages. Managers will relearn nearly everything they have been taught about the profession of management. Redefining the criteria of power and success, Poisant supplies a blueprint for survival in a competitive environment. Anyone charged with the management of others will find the approach valuable, as will students and scholars of management.
Book Synopsis You and Your Customers by : Joe Johnson
Download or read book You and Your Customers written by Joe Johnson and published by Select Knowledge Limited. This book was released on 1998 with total page 60 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this title you will learn who customers are, what they want and how you can play your part in keeping your customers satisfied, whatever work you are engaged in.
Book Synopsis The Effortless Experience by : Matthew Dixon
Download or read book The Effortless Experience written by Matthew Dixon and published by Penguin. This book was released on 2013-09-12 with total page 258 pages. Available in PDF, EPUB and Kindle. Book excerpt: Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked.
Book Synopsis Management with Online Study Tools 12 Months by : Danny Samson
Download or read book Management with Online Study Tools 12 Months written by Danny Samson and published by Cengage AU. This book was released on 2017-10-25 with total page 960 pages. Available in PDF, EPUB and Kindle. Book excerpt: Samson/Daft/Donnet's Management is a robust foundation text providing a balance of broad, theoretical content with an engaging, easy-to-understand writing style. It covers the four key management functions - planning, organising, leading and controlling - conveying to students the elements of a manager's working day. Along with current management theory and practice, the authors integrate coverage of innovation, entrepreneurship, agile workplaces, social media and new technology throughout. This sixth edition features a new author on the team and contains updates to content based on recent research. Real-life local and international examples showcase the ongoing changes in the management world. Focusing on a 'skills approach', they bring concepts to life for students, supporting motivation, confidence and mastery. Each part concludes with a contemporary continuing case study, focusing on car company Toyota as it faces managerial challenges and opportunities in the region.
Book Synopsis Associate Training Manual by : Michael A. Gray M.A.E.D
Download or read book Associate Training Manual written by Michael A. Gray M.A.E.D and published by Xlibris Corporation. This book was released on 2016-12-19 with total page 129 pages. Available in PDF, EPUB and Kindle. Book excerpt: Your knowledge of police ethics or lack thereof determines your experience! Every sworn officer knows, or at least should know by now, that they live in a glass jar. Friends, relatives, neighbors, and strangers watch every move that law enforcement officers make both on and off duty. The fact is that the public scrutinizes police officers more than most other professions either because theyre cynical or hope to catch them screwing up or because theyre hopeful and are looking for a good example and a strong leader. In either case, its up to the officer or civil service worker to be above reproach in both his public and private life. The major difference between most sworn officers or civil service workers and extremely successful officers or civil workers is the gap between what they know and what they do. Both groups have about the same knowledge base. Extremely successful officers and civil service works are just better at doing what they should be doing. I worked as a special deputy sheriff early in my young life, and there were times I lost my temper to the point where I wanted to cross ethical boundaries. I wrote this powerful, high-impact workbook to help fellow officers by educating them in police ethics so that they wont become a victim of poor decision-making, placed in the limelight of shame, and made the poster child for law enforcement ethical dilemmas. Using this ethical workbook in your organization will show your employees youre serious about their professional growth and achieving critical ethical goals and objectives. This ethics in law enforcement workbook allows you to train entire police departments for less than the cost of traditional public seminars or other training options. Give your officers and civil service workers the skills, knowledge, and confidence they need to meet tough workplace challenges while on patrol or while working in a civil service position. This workbook will help them realize their full potential and perform at their peak and provide them with the tips and techniques they will need to stay calm and productive in any situation.
Book Synopsis Strategic Management: A Competitive Advantage Approach, Concepts and Cases by : Dr. Rakesh D
Download or read book Strategic Management: A Competitive Advantage Approach, Concepts and Cases written by Dr. Rakesh D and published by Shineeks Publishers. This book was released on 2022-11-02 with total page 218 pages. Available in PDF, EPUB and Kindle. Book excerpt: Strategic management is the management of an organization’s resources to achieve its goals and objectives. Strategic management involves setting objectives, analysing the competitive environment, analysing the internal organization, evaluating strategies, and ensuring that management rolls out the strategies across the organization. This book helps in Key Takeaways Companies, universities, non-profits, and other organizations can use strategic management as a way to make goals and meet objectives. Flexible companies may find it easier to make changes to their structure and plans, while inflexible companies may chafe at a changing environment. A strategic manager may oversee strategic management plans and devise ways for organizations to meet their benchmark goals. Strategic management is divided into several schools of thought. A prescriptive approach to strategic management outlines how strategies should be developed, while a descriptive approach focuses on how strategies should be put into practice. These schools differ on whether strategies are developed through an analytic process, in which all threats and opportunities are accounted for, or are more like general guiding principles to be applied. Business culture, the skills and competencies of employees, and organizational structure all important factors that influence how an organization can achieve its stated objectives. Inflexible companies may find it difficult to succeed in a changing business environment. Creating a barrier between the development of strategies and their implementation can make it difficult for managers to determine whether objectives have been efficiently met. While an organization’s upper management is ultimately responsible for its strategy the strategies are often sparked by actions and ideas from lower-level managers and employees. An organization may have several employees devoted to strategy, rather than relying solely on the Chief Executive Officer (CEO) for guidance. This book even help the companies to find ways to be more competitive is the purpose of strategic management. To that end, putting strategic management plans into practice is the most important aspect of the planning itself. Plans in practice involve identifying benchmarks, realigning resources-financial and human-and putting leadership resources in place to oversee the creation, sale, and deployment of products and services. In business, strategic management is important because it allows a company to analyze areas for operational improvement. In many cases, they can follow either an analytical process, which identifies potential threats and opportunities, or simply follow general guidelines. Given the structure of the organization, a company may choose to follow either a prescriptive or descriptive approach to strategic management. Under a prescriptive model, strategies are outlined for development and execution. By contrast, a descriptive approach describes how a company can develop these strategies.
Book Synopsis Associate Training Manual by : Michael A. Gray M.A.Ed.
Download or read book Associate Training Manual written by Michael A. Gray M.A.Ed. and published by Xlibris Corporation. This book was released on 2015-05-16 with total page 87 pages. Available in PDF, EPUB and Kindle. Book excerpt: Your knowledge of police ethics or lack thereof determines your experience! Every sworn officer knows, or at least should know by now, that they live in a glass jar. Friends, relatives, neighbors, and strangers watch every move law enforcement officers make both on and off duty. The fact is that the public scrutinizes police officers more than most other professions, either because theyre cynical or hope to catch them screwing up or because they're hopeful and are looking for a good example and a strong leader. In either case, it's up to the officer or civil service worker to be above reproach in both his public and private life. The major difference between most sworn officers or civil service workers and extremely successful officers or civil workers is the gap between what they know and what they do. Both groups have about the same knowledge base. Extremely successful officers and civil service works are just better at doing what they should be doing. I worked as a special deputy sheriff early in my young life, and there were times I lost my temper to the point where I wanted to cross ethical boundaries. I wrote this powerful, high-impact workbook to help fellow officers by educating them in police ethics so that they wont become a victim of poor decision making, placed in the lime light of shame, and made the poster child for law enforcement ethical dilemmas. Using this ethical workbook in your organization will show your employees youre serious about their professional growth and achieving critical ethical goals and objectives. This ethics in law enforcement workbook allows you to train entire police departments for less than the cost of traditional public seminars or other training options. Give your officers and civil service workers the skills, knowledge, and confidence they need to meet tough workplace challenges while on patrol or while working in a civil service position. This workbook will help them realize their full potential and perform at their peak, provide them with the tips and techniques they will need to stay calm and productive in any situation.
Book Synopsis The Palgrave Handbook of Service Management by : Bo Edvardsson
Download or read book The Palgrave Handbook of Service Management written by Bo Edvardsson and published by Springer Nature. This book was released on 2022-05-24 with total page 1031 pages. Available in PDF, EPUB and Kindle. Book excerpt: This handbook provides an innovative, thorough overview of service management. It draws together an impressive, international group of leading scholars who offer a truly global perspective, exploring current literature and laying out guidance for future research. Beginning with defining service as a perspective on value creation, and service management as “a set of organizational competencies for enabling and realizing value creation through service,” it then moves on to follow the evolution of service research. From there, the book is structured into six main themes: perspectives on service management; service strategy; service leadership and transition; service design and innovation; service interaction; quality and operations; and service management and technology. This book is valuable reading for academics, lecturers, and students studying service management, operations management, and service research.
Download or read book The Fred Factor written by Mark Sanborn and published by Crown Currency. This book was released on 2004-04-20 with total page 145 pages. Available in PDF, EPUB and Kindle. Book excerpt: NEW YORK TIMES BESTSELLER • The true story of an ordinary mail carrier whose approach to work and life has the power to transform the everyday into the extraordinary—now in an updated twentieth-anniversary edition “This beloved business classic has inspired millions of people over the years, and today Mark Sanborn’s transformative insights are more timely and necessary than ever.”—Jon Gordon, author of The Energy Bus and co-author of The Coffee Bean Meet Fred. In this timeless and powerful book, Mark Sanborn, member of the Speaker Hall of Fame, recounts the true story of Fred, an ordinary USPS carrier who introduced himself one day shortly after Sanborn had moved to a new home in Denver. Fred, however, was no average mailman. As Sanborn came to discover, Fred was the kind of worker who exemplifies everything “right” with customer service. Did people want packages left on the porch or prefer a notice to pick them up at the post office? Fred made sure he knew the answer. When another delivery service left a package at the wrong house, Fred shepherded it safely to the intended recipient. Others might have seen delivering mail as routine work, but Fred seized the chance to find meaning in the mundane, competing with himself every day to find opportunities to make his customers smile. We’ve all encountered people like Fred. In this deeply inspiring book, Sanborn illuminates the four basic principles anyone can use to bring fresh energy and creativity to our work and life: how to make a tangible difference every day, build stronger relationships, create real value for others without spending a penny, and constantly reinvent yourself. In this updated edition, Sanborn speaks to the seismic changes that have transformed the world of work in recent years—with employees increasingly hungry for purpose in their jobs—and outlines the book’s fresh applications. By following his principles, you, too, can find more excitement, fulfillment, and success in your career—and in your life.
Book Synopsis Bare Knuckle Customer Service by : Simon Hazeldine
Download or read book Bare Knuckle Customer Service written by Simon Hazeldine and published by Cabal Group Limited. This book was released on 2008-08 with total page 172 pages. Available in PDF, EPUB and Kindle. Book excerpt: Drawing on their own hard-won experience and modeling the best customer service principles today, Hazeldine and Norton strip customer service back to the bone to reveal the essential tools necessary to become customers' true champions.
Book Synopsis Gower Handbook of Customer Service by : Peter Murley
Download or read book Gower Handbook of Customer Service written by Peter Murley and published by Gower Publishing, Ltd.. This book was released on 1997 with total page 660 pages. Available in PDF, EPUB and Kindle. Book excerpt: This new Gower Handbook covers an area of management that is now regarded as fundamental to the success of any organization, whether it is in the private or the public sector. A team of experienced professionals and practising managers have pooled their expertise to provide nearly 50 chapters of current best practice in all aspects of customer service management, making this a valuable addition to the renowned Gower Handbook series.
