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Author : Kelly Henry
Publisher :
ISBN 13 : 9781954024007
Total Pages : pages
Book Rating : 4.0/5 (24 download)
Download or read book Defining and Delivering Exceptional Customer Service written by Kelly Henry and published by . This book was released on 2020-12 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Kelly Henry
Publisher :
ISBN 13 : 9781734975697
Total Pages : 158 pages
Book Rating : 4.9/5 (756 download)
Download or read book Define and Deliver Exceptional Customer Service written by Kelly Henry and published by . This book was released on 2020-12 with total page 158 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book is not just about customer service. It's about how to run a business. It doesn't matter the business size or type because treating customers should be the same. It should be exceptional.
Author : Jeffery Cowden
Publisher :
ISBN 13 :
Total Pages : 124 pages
Book Rating : 4.5/5 (366 download)
Download or read book Customer Service Management written by Jeffery Cowden and published by . This book was released on 2021-07-13 with total page 124 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer service is one of the most important elements of any business, from hospitality to manufacturing, to delivery of goods. On every layer, there is a customer of some sort even within a company. In business, we are either the customer or servicing customers. And with all the moving parts of a business, the customers can be forgotten. This book would be a very good addition for anyone doing business. It's about how to run and sustain a successful business. This book is not just for the companies that are struggling and are on the brink of closing. This book is also for successful companies that are doing well but could be doing even better. This book is for one-person operations or businesses with 1000's employees. From the brick and mortar business to the digital business. It doesn't matter the business type because treating customers is the same for every business.
Author : Leonardo Inghilleri
Publisher : AMACOM
ISBN 13 : 0814415393
Total Pages : 190 pages
Book Rating : 4.8/5 (144 download)
Download or read book Exceptional Service, Exceptional Profit written by Leonardo Inghilleri and published by AMACOM. This book was released on 2010-04-14 with total page 190 pages. Available in PDF, EPUB and Kindle. Book excerpt: What if you could protect your business against competitive inroads, once and for all? Customer service experts Leonardo Inghilleri and Micah Solomon's anticipatory customer service approach was first developed at The Ritz-Carlton as well as at Solomon's company Oasis, and has since proven itself in countless companies around the globe--from luxury giant BVLGARI to value-sensitive auto parts leader Carquest and everywhere in between. Their experience shows that the most powerful growth engine in a tight market--and best protection from competitive inroads--is to put everything you can into cultivating true customer loyalty. Exceptional Service, Exceptional Profit takes the techniques that minted money for these brands and reveals how you can apply them to your own business to provide the kind of exceptional service that nearly guarantees loyalty. Soon, you'll be reaping the benefits of loyal customers who are: less sensitive to price competition, more forgiving of small glitches, and, ultimately, who are "walking billboards" happily promoting your brand. Filled with detailed, behind-the-scenes examples, Exceptional Service, Exceptional Profit unlocks a new level of customer relationship that leaves your competitors in the dust, your customers coming back day after day, and your bottom line looking better than it ever has before.
Author : Don R. Crawley
Publisher : Soundtraining Net
ISBN 13 : 9780983660705
Total Pages : 164 pages
Book Rating : 4.6/5 (67 download)
Download or read book The Compassionate Geek written by Don R. Crawley and published by Soundtraining Net. This book was released on 2011-05-05 with total page 164 pages. Available in PDF, EPUB and Kindle. Book excerpt: Note: There is a newer version of this book available. Please look up ISBN 978-0983660736. A real-world, plain-language how-to guide for delivering amazing customer service to end-users. Now in its second edition, The Compassionate Geek was written by tech people for tech people. There are no frills, just best practices and ideas that actually work! Filled with practical tips, best practices, and real-world techniques, The Compassionate Geek is a quick read with equally fast results. Here's what you'll find: Best practices for communicating with email, including examples The four intrinsic qualities of great service providers Best practices for communicating using chat and texting Ten tips for being a good listener Two practical ways to keep your emotions in check A flow chart for handling user calls What to do when the user is wrong How to work with the different generations in the workplace All of the information is presented in a straightforward style that you can understand and use right away. There's nothing "foo-foo," just down-to-earth tips and best practices learned from years of working with IT pros and end-users.
Author : Mark Sanborn
Publisher : Crown Currency
ISBN 13 : 038551364X
Total Pages : 112 pages
Book Rating : 4.3/5 (855 download)
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 112 pages. Available in PDF, EPUB and Kindle. Book excerpt: NEW YORK TIMES BESTSELLER • The true story of a seemingly ordinary mail carrier whose approach to work and life has the power to transform the everyday into the extraordinary “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 small yet powerful book, Mark Sanborn, member of the Speaker Hall of Fame, recounts the story of a 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 less-than-glamorous 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.
Author : Ken Blanchard
Publisher : McGraw Hill Professional
ISBN 13 : 0071817859
Total Pages : 176 pages
Book Rating : 4.0/5 (718 download)
Download or read book Legendary Service: The Key is to Care written by Ken Blanchard and published by McGraw Hill Professional. This book was released on 2014-04-18 with total page 176 pages. Available in PDF, EPUB and Kindle. Book excerpt: Take Care of Your Customers--or Someone Else Will! Legendary Service Great customer service is a concept organizations love to be known for. Yet most people consider the service they receive to be average, at best. Successful companies make the connection between legendary customer service and a thriving business--they recognize that the way employees treat customers is directly related to the way managers treat employees. Kelsey Young is an optimistic but disillusioned sales associate working her way through college. Her world opens up when one of her professors challenges her to create a culture of service at her workplace by putting the five components of Legendary Service into practice. Although Ferguson's, the store where Kelsey works, certainly isn't known for service excellence, Kelsey believes she can make a positive difference. She quickly learns that culture change isn't easy--and that her role as a frontline employee is more significant than she ever could have imagined. In characteristic Blanchard style, Legendary Service: The Key Is to Care is a quick and entertaining read for people at all organizational levels in every industry. When applied, its lessons will have a profound impact on the service experience your customers will receive. Whether a CEO or a part-time employee, every person can make a difference--and customer service is everyone's job. PRAISE FOR LEGENDARY SERVICE: "Read this book and establish a service culture in your organization." -- Horst Schulze, Chairman/CEO, Capella Hotel Group "Legendary Service has great learnings for people at all organizational levels: for executives and managers, the value of a service culture; and for frontline staff, the reality that they are the face of the company and can make a difference. Legendary service--it's everyone, always." -- Mark King, CEO and President, TaylorMade Golf "Everything I know about service I learned from my career at Hilton Hotels, Marriott International, The Walt Disney Company, and Ken Blanchard. The One Minute Manager dramatically changed my thinking 32 years ago. Legendary Service will teach the next generation how to deliver sensational service. Buy it, study it, implement it." -- Lee Cockerell, Executive Vice President, Walt Disney World (Retired & Inspired), and author of Creating Magic and The Customer Rules "Kathy Cuff and Vicki Halsey have created a fantastic customer service model called ICARE. When you add their voices to that of the master storyteller Ken Blanchard, you have a masterpiece entitled Legendary Service. It is a must-read for everyone who, like me, has a passion for service." -- Colleen Barrett, President Emeritus, Southwest Airlines, and coauthor of Lead with LUV "Ken Blanchard has done it again and delivered the right book at the right time. Legendary Service provides the essentials of hospitality and servant leadership in a way that everyone can adopt--right now--today!" -- John Caparella, President and COO, The Venetian, The Palazzo, and Sands Expo "Ken, Kathy, and Vicki show us how to change everyday service events into memorable experiences. Their book is a must-read for anyone unwilling to accept mediocrity." -- Leonardo Inghilleri, coauthor of Exceptional Service, Exceptional Profit
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 : Michael Heppell
Publisher : Financial Times/Prentice Hall
ISBN 13 : 9780273734383
Total Pages : 0 pages
Book Rating : 4.7/5 (343 download)
Download or read book 5 Star Service written by Michael Heppell and published by Financial Times/Prentice Hall. This book was released on 2010 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: This is the book that will show you how to ensure customers are raving about your products and services and come back for more. Five Star Service 2nd edition is an easy read, high impact title from the bestselling author of How to Be Brilliant, Michael Heppell. In this book he gives you over 100 instant tips, 50 examples of the best practices, over a dozen brand new techniques and multiple strategies to equip you with a winning edge to knockout your customers and help you · Delight your customers every time · Deliver remarkable results that will keep them coming back for more · Win more customers without spending a fortune · Get repeat orders and referrals from everyone you encounter Whether it’s studying the Disney parking system or enrolling students at colle≥ going behind the scenes in the world’s top hotels or becoming the office hero, Five Star Service will show you how to wow your customers, colleagues and cohorts.
Author : Robert Moment
Publisher : Christian Books
ISBN 13 : 9780979998218
Total Pages : 108 pages
Book Rating : 4.9/5 (982 download)
Download or read book Invisible Profits written by Robert Moment and published by Christian Books. This book was released on 2007-09 with total page 108 pages. Available in PDF, EPUB and Kindle. Book excerpt: Who will benefit from this customer service book Invisible Profits: The Power of Exceptional Customer Service. Everyone who has any interaction with potential customers and clients and existing customers and clients will benefit from this valuable customer service book. In this complete guide to exceptional customer service you will learn: (a) How to know exactly what your customer expects - and how to give it to them every time. (b) How exceptional customer service generates exceptional profits- and how to train this concept to your customer service team (c) How to create a positive work environment that benefits customers and employees and generates profits (d) How to manage stressful situations more effectively- you'll even learn how to deal with difficult coworkers ! (e) How to recognize customers' signs and behaviors so that you can meet their needs before they even know what they are. (f) Key tactics that will instantly calm emotional customers so you can solve their problems productively. Customers leave happy and become lifelong, loyal purchasers. Here are just some employment positions within corporations and small businesses that will benefit from this book: customer service representatives, billing specialists, call centers, service professionals, service professional firms, retail stores, field service representatives, account managers, sales professionals, small business owners, technical and support personnel and managers who want customer service training in order to reinforce their skills and train their staff.
Author : Matthew Dixon
Publisher : Penguin
ISBN 13 : 1591845815
Total Pages : 258 pages
Book Rating : 4.5/5 (918 download)
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.
Author : Steve Curtin
Publisher : AMACOM
ISBN 13 : 0814432824
Total Pages : 200 pages
Book Rating : 4.8/5 (144 download)
Download or read book Delight Your Customers written by Steve Curtin and published by AMACOM. This book was released on 2013-07-19 with total page 200 pages. Available in PDF, EPUB and Kindle. Book excerpt: Discover the hidden ways to raise your organizations’ customer service experiences from ordinary to extraordinary. If you want to know how strong your company’s customer service is, ask your employees to describe what their work entails. Then pay attention to whether they simply list their duties and tasks or if they speak to the true essence of their job--to create delighted customers who will be less price sensitive, have higher repurchase rates, and enthusiastically recommend the company or brand to others. The latter should be every employee’s highest priority, because when it’s not, your customers are merely the recipients of a transaction, not an experience, and transactions do not make for a lasting impression or inspire loyalty. In Delight Your Customers, customer service expert Steve Curtin makes a compelling case that customer service managers need to shift from monitoring service activities to modeling, recognizing, and reinforcing the behaviors that create happy and returning customers. Things such as: Expressing genuine interest Offering sincere compliments Sharing unique knowledge Conveying authentic enthusiasm Providing pleasant surprises Delivering service heroics when needed Simply based on their own personal experiences, everyone knows that great customer service is rare. So why wouldn’t you want to provide a unique, caring, and beneficial experience for all your customers to rave about with others? With the real-world stories, examples, and strategies shared in Delight Your Customers, you can take the customer service experience you offer from ordinary to extraordinary.
Author : Micah Solomon
Publisher : HarperCollins Leadership
ISBN 13 : 1400214939
Total Pages : 241 pages
Book Rating : 4.4/5 (2 download)
Download or read book Ignore Your Customers (and They'll Go Away) written by Micah Solomon and published by HarperCollins Leadership. This book was released on 2020-01-14 with total page 241 pages. Available in PDF, EPUB and Kindle. Book excerpt: The ultimate guide to transforming your customer service, company culture, and customer experience, endorsed by all the top names in the field. Great customer service may be today's most essential competitive advantage. This book gives a step-by-step plan to craft a customer service culture and customer experience so powerful that they'll transform your organization and boost your company's bottom line. You'll enjoy inspirational and hilarious tales from the trenches as author Micah Solomon, one of the world's best-known customer service consultants and thought leaders, brings you with him on hands-on adventures assessing and transforming customer service in a variety of industries. In Ignore Your Customers (and They'll Go Away), you will find: Exclusive customer service secrets and proven turnaround methodologies showing you how to perform effective and lasting customer service transformation within your company. A dive into one of the hottest topics in business today: company culture, specifically how to build and sustain a customer-centric company culture. Case studies and anecdotes from the great customer-centric companies of our time. Each chapter concludes with a Business Reading Group Guide and a point-by-point summary to maximize your memory retention and make every insight actionable. Drawing on a wealth of stories assembled from today's most innovative and successful companies including Amazon, USAA, The Ritz-Carlton Hotel Company, Nordstrom, MOD Pizza, and more, Solomon reveals what it takes to turn an average customer interaction into one that drives customer engagement and lifelong loyalty.
Author : Kelly McDonald
Publisher : John Wiley & Sons
ISBN 13 : 1118461673
Total Pages : 208 pages
Book Rating : 4.1/5 (184 download)
Download or read book Crafting the Customer Experience For People Not Like You written by Kelly McDonald and published by John Wiley & Sons. This book was released on 2012-10-09 with total page 208 pages. Available in PDF, EPUB and Kindle. Book excerpt: Deliver a better business experience, for every kind of customer A "one-size fits all" approach to customer service is no longer viable. Businesses competing on service need to understand and cater to customers' racial, ethnic, religious, generational, and geographic differences in order to meet or exceed customers' service expectations. Crafting the Customer Experience to People Not Like You shows how companies, brands, and products struggling to differentiate themselves in a sea of sameness can foster long-term loyalty and brand preference with exceptional and customized customer service. A detailed guide to core customer groups including women, the five generations (matures, Boomers, Gen X, Gen Y and Gen Z), racial and ethnic segments, such as Hispanics and African-Americans, as well as those who are defined by key lifestyle and life-stage attributes Includes onsumer insights that will help business leaders deliver a better business experience with every customer You cannot control the economy, the stock market or the costs of goods and labor. But you can control your organization's customer service. It's an empowering thought. Customer service is 100% in your control at all times and it's more important than ever.
Author : Darryl S. Doane
Publisher : Human Resource Development
ISBN 13 : 9780874257373
Total Pages : 274 pages
Book Rating : 4.2/5 (573 download)
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.
Author : Renée Evenson
Publisher : HarperChristian + ORM
ISBN 13 : 0814420338
Total Pages : 303 pages
Book Rating : 4.8/5 (144 download)
Download or read book Powerful Phrases for Effective Customer Service written by Renée Evenson and published by HarperChristian + ORM. This book was released on 2012-09-12 with total page 303 pages. Available in PDF, EPUB and Kindle. Book excerpt: Dealing with customers isn't easy, they aren't always right or even pleasant. Business author Renée Evenson ensures you’ll always have the right words to defuse tense interactions. Practical and insightful, this book ensures you’ll never again be at a loss for what to say to customers. In Powerful Phrases for Effective Customer Service, she covers 30 challenging customer behaviors and 20 common employee-caused negative encounters to teach you: how to assess circumstances, choose one of many appropriate responses, and confidently and consistently deliver customer satisfaction. Helpful sample scenarios and tangible instructions bring the phrases to life, while detailed explanations bolster your confidence so that you’ll have the right words as tools at your disposal and the skills to deliver those words effectively. By incorporating language that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation, you’ll not only be capable of overcoming obstacles--you’ll strengthen all facets of your customer service.
Author : Richard McMunn
Publisher : How2Become Ltd
ISBN 13 : 1907558748
Total Pages : 161 pages
Book Rating : 4.9/5 (75 download)
Download or read book Interview Questions and Answers written by Richard McMunn and published by How2Become Ltd. This book was released on 2013-05 with total page 161 pages. Available in PDF, EPUB and Kindle. Book excerpt:
