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Author : Rick Grassi
Publisher :
ISBN 13 : 9780578772929
Total Pages : 94 pages
Book Rating : 4.7/5 (729 download)
Download or read book The Little Customer Service Book written by Rick Grassi and published by . This book was released on 2020-11-05 with total page 94 pages. Available in PDF, EPUB and Kindle. Book excerpt: A handbook detailing the basics of effective customer service.
Author : Iris Shropshire
Publisher : Page Publishing Inc
ISBN 13 : 1662480768
Total Pages : 50 pages
Book Rating : 4.6/5 (624 download)
Download or read book Basic Customer Service Handbook written by Iris Shropshire and published by Page Publishing Inc. This book was released on 2022-12-14 with total page 50 pages. Available in PDF, EPUB and Kindle. Book excerpt: Basic Customer Service Handbook was created to serve as a blueprint to provide an understanding of and the need for dedicated and exceptional customer service for sustained success in business and throughout life. It is written with positivity and insight to inspire and improve business and personal relationships to ensure customer appreciation and loyalty. It offers tools and techniques for self-assessment, communication, and listening skills. This book will serve Human Resource Departments, managers, etc., in small, midsize, and large corporations. It should be used as a company reference and provided to new employees during onboarding to set company expectations. No matter the professional level or experience, the material in this book will serve anyone with the desire to improve their understanding of quality customer service.
Author : Renee Evenson
Publisher : AMACOM Div American Mgmt Assn
ISBN 13 : 0814416411
Total Pages : 239 pages
Book Rating : 4.8/5 (144 download)
Download or read book Customer Service Training 101 written by Renee Evenson and published by AMACOM Div American Mgmt Assn. This book was released on 2011 with total page 239 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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 ofCustomer 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.
Author : Renee Evenson
Publisher : Bull'sEye Publishing
ISBN 13 : 9781890181000
Total Pages : 0 pages
Book Rating : 4.1/5 (81 download)
Download or read book Customer Service 101 written by Renee Evenson and published by Bull'sEye Publishing. This book was released on 1997 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Modern philosophies to improve your relationships with your customers (and everyone else), in any situation."--Cover
Author : Kristin Baird
Publisher : John Wiley & Sons
ISBN 13 : 111902031X
Total Pages : 176 pages
Book Rating : 4.1/5 (19 download)
Download or read book Customer Service in Health Care written by Kristin Baird and published by John Wiley & Sons. This book was released on 2014-07-25 with total page 176 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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
Author : Lee Cockerell
Publisher : Crown Currency
ISBN 13 : 0770435610
Total Pages : 210 pages
Book Rating : 4.7/5 (74 download)
Download or read book The Customer Rules written by Lee Cockerell and published by Crown Currency. This book was released on 2013-03-05 with total page 210 pages. Available in PDF, EPUB and Kindle. Book excerpt: The former Executive Vice President of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Lee Cockerell knows that success in business--any business--depends upon winning and keeping customers. In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40+ year career in the hospitality industry about creating an environment that keeps customers coming back for more. Here, Lee not only shows why the customer always rules, but also the Rules for serving customers so well they'll never want to do business with anyone but you. For example: Rule #1: Customer Service Is Not a Department Rule #3: Great Service Follows the Laws of Gravity Rule #5: Ask Yourself "What Would Mom Do?" Rule #19: Be a Copycat Rule #25. Treat Every Customer like a Regular Rule #39: Don’t Try Too Hard As simple as they are profound, these principles have been shown to work in companies as large as Disney and as small as a local coffee shop; from businesses selling cutting-edge technologies like computer tablets to those selling products as timeless as shoes and handbags; at corporations as long-standing as Ford Motors and those as nascent as a brand new start-up. And they have been proven indispensible at all levels of a company, from managers responsible for hiring and training employees, setting policies and procedures, and shaping the company culture to front line staff who deal directly with clients and customers Chock-full of universal advice, applicable online and off, The Customer Rules is the essential handbook for service excellence everywhere.
Author : Colin C. Law
Publisher : BrownWalker Press
ISBN 13 : 1627346937
Total Pages : 302 pages
Book Rating : 4.6/5 (273 download)
Download or read book A Practical Guide to Airline Customer Service written by Colin C. Law and published by BrownWalker Press. This book was released on 2018-04-16 with total page 302 pages. Available in PDF, EPUB and Kindle. Book excerpt: A Practical Guide to Airline Customer Service is a textbook written for airline executives and undergraduate students who are preparing for a career in the airline service industry. Those working in similar functions and fields can also benefit from this book. This book primarily focuses on the importance of customer service in the airline industry. This includes basic airline operations and essential communication skills, and how airline service agents interact with passengers at every contact point of the travel process. A Practical Guide to Airline Customer Service is a must-read for those who seek a rewarding career in the airline industry.
Author : Customer Service Training Institute
Publisher :
ISBN 13 : 9781492124054
Total Pages : 572 pages
Book Rating : 4.1/5 (24 download)
Download or read book Customer Service Master written by Customer Service Training Institute and published by . This book was released on 2013-08-10 with total page 572 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Service is critical to every business and every career. How our customers feel about us and our business often means the difference between success and failure.Customer Service Master is a collection of 5 of our best selling and most popular Customer Service Training manuals. Customer Service Basics, Conflict Resolution Skills, Service Recovery Skills, Great customer Service Over the Telephone and How to Interact with All Kinds of Customers will give you all the skills you need to provide the very best customer service experience for every customer, every time. If purchased separately, these exact same titles would cost almost $80! But you can get them for much less by purchasing them in this one volume!These Customer Service Skills are among the most highly valued skills by Human Resource people and recruiters. Those who possess these critical skills are more efficient, more productive and produce a much higher level of customer satisfaction than their untrained counterparts.This book contains both basic and advanced skills that will enable you to resolve problems aster and at less cost, increase customer satisfaction and keep your customers coming back time and time again and recommending you to their friends, family and co-workers.The Customer Service Training Institute has over 30 years experience in Customer Service and has used that experience to produce quality training materials over the last 20 years.Their self-paced training method assures that everyone gets the most from their training. No one gets lost or left behind. Even the busiest schedule is not match for the ultimate flexibility the self-paced method provides every student.Why not put their 30 years of customer service experience to work for you?
Author : Disney Institute
Publisher :
ISBN 13 :
Total Pages : 212 pages
Book Rating : 4.0/5 ( download)
Download or read book Be Our Guest written by Disney Institute and published by . This book was released on 2003-06 with total page 212 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Author : Eric Lee Harvey
Publisher : The Walk The Talk Company
ISBN 13 : 9781885228345
Total Pages : 60 pages
Book Rating : 4.2/5 (283 download)
Download or read book 180 Ways to Walk the Customer Service Talk written by Eric Lee Harvey and published by The Walk The Talk Company. This book was released on 1999 with total page 60 pages. Available in PDF, EPUB and Kindle. Book excerpt: 180 Ways To Walk The Customer Service Talk is the resource you'll want to read and distribute to every person in your organization. Packed with powerful strategies and tips to cultivate world-class customer service, this handbook promises to be the answer to getting everyone "Walking The Customer Service Talk" and building a reputation of service integrity. At its low price, if everyone adopts just a few ideas to help ensure customers come back again, this book will pay for itself. All employees at every level of the organization need this powerful guide ... from front line employees, to call center representatives, sales people, telemarketers, managers, client services and marketing teams.
Author : John R. DiJulius
Publisher : Greenleaf Book Group
ISBN 13 : 1626341303
Total Pages : 200 pages
Book Rating : 4.6/5 (263 download)
Download or read book The Customer Service Revolution written by John R. DiJulius and published by Greenleaf Book Group. This book was released on 2015-01-06 with total page 200 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Author : Carl Sewell
Publisher : Crown Currency
ISBN 13 : 0307567311
Total Pages : 241 pages
Book Rating : 4.3/5 (75 download)
Download or read book Customers for Life written by Carl Sewell and published by Crown Currency. This book was released on 2009-07-01 with total page 241 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this completely revised and updated edition of the customer service classic, Carl Sewell enhances his time-tested advice with fresh ideas and new examples and explains how the groundbreaking “Ten Commandments of Customer Service” apply to today’s world. Drawing on his incredible success in transforming his Dallas Cadillac dealership into the second largest in America, Carl Sewell revealed the secret of getting customers to return again and again in the original Customers for Life. A lively, down-to-earth narrative, it set the standard for customer service excellence and became a perennial bestseller. Building on that solid foundation, this expanded edition features five completely new chapters, as well as significant additions to the original material, based on the lessons Sewell has learned over the last ten years. Sewell focuses on the expectations and demands of contemporary consumers and employees, showing that businesses can remain committed to quality service in the fast-paced new millennium by sticking to his time-proven approach: Figure out what customers want and make sure they get it. His “Ten Commandants” provide the essential guidelines, including: • Underpromise, overdeliver: Never disappoint your customers by charging them more than they planned. Always beat your estimate or throw in an extra service free of charge. • No complaints? Something’s wrong: If you never ask your customers what else they want, how are you going to give it to them? • Measure everything: Telling your employees to do their best won’t work if you don’t know how they can improve.
Author : Frank Eliason
Publisher : John Wiley & Sons
ISBN 13 : 1118282310
Total Pages : 240 pages
Book Rating : 4.1/5 (182 download)
Download or read book At Your Service written by Frank Eliason and published by John Wiley & Sons. This book was released on 2012-04-02 with total page 240 pages. Available in PDF, EPUB and Kindle. Book excerpt: A guide to refocusing your business on those who matter most: customers and employees. Technology and social media tools have made it easier than ever for companies to communicate with consumers. They can listen and join in on conversations, solve problems, get instant feedback about their products and services, and more. So why, then, are most companies not doing this? Instead, it seems as if customer service is at an all time low, and that the few companies who are choosing to focus on their customers are experiencing a great competitive advantage. At Your Service explains the importance of refocusing your business on your customers and your employees, and just how to do it. Explains how to create a culture of empowered employees who understand the value of a great customer experience Advises on the need to communicate that experience to their customers and potential customers Frank Eliason, recognized by BusinessWeek as the 'most famous customer service manager in the US, possibly in the world,' has built a reputation for helping large businesses improve the way they connect with customers and enhance their relationships At Your Service will appeal to leaders, managers, business owners, customer service professionals, and anyone who wants to learn how to add value to their organization.
Author : John A. GOODMAN
Publisher : AMACOM Div American Mgmt Assn
ISBN 13 : 081441334X
Total Pages : 274 pages
Book Rating : 4.8/5 (144 download)
Download or read book Strategic Customer Service written by John A. GOODMAN and published by AMACOM Div American Mgmt Assn. This book was released on 2009-05-13 with total page 274 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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. Drawing 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, author Goodman uses formal research, case studies, and patented practices to show readers how they can: • calculate the financial impact of good and bad customer service • make the financial case for customer service improvements • systematically identify the causes of problems • align customer service with their brand • harness customer service strategy into their organization's culture and behavior 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.
Author : Karen Leland
Publisher : John Wiley & Sons
ISBN 13 : 1118052730
Total Pages : 409 pages
Book Rating : 4.1/5 (18 download)
Download or read book Customer Service For Dummies written by Karen Leland and published by John Wiley & Sons. This book was released on 2011-03-03 with total page 409 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Service For Dummies, Third Edition integrates the unbeatable information from Customer Service For Dummies and Online Customer Service For Dummies to form an all-in-one guide to customer loyalty for large and small businesses alike. The book covers the fundamentals of service selling and presents up-to-date advice on such fundamentals as help desks, call centers, and IT departments. Plus, it shows readers how to take stock of their customer service strengths and weaknesses, create useful customer surveys, and learn from the successes and failures of businesses just like theirs. Karen Leland and Keith Bailey (Sausalito, CA) are cofounders of Sterling Consulting Group, an international consulting firm specializing in quality service consulting and training for such clients as Oracle, IBM, Avis, and Lucent.
Author : American Heart Association
Publisher :
ISBN 13 : 9781616698485
Total Pages : pages
Book Rating : 4.6/5 (984 download)
Download or read book Basic Life Support Provider Manual (International English) written by American Heart Association and published by . This book was released on 2020-11-04 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: 20-2804
Author : Robert Bacal
Publisher : McGraw Hill Professional
ISBN 13 : 0071465111
Total Pages : 240 pages
Book Rating : 4.0/5 (714 download)
Download or read book Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation written by Robert Bacal and published by McGraw Hill Professional. This book was released on 2005-01-20 with total page 240 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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
