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English For Customer Care
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Book Synopsis English for Customer Care by : Rosemary Richey
Download or read book English for Customer Care written by Rosemary Richey and published by Oxford University Press, USA. This book was released on 2007 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: An expanding series of short, specialist English courses for different professions, work skills, and industries.
Book Synopsis Express Series English for Customer Care by : Rosemary Richey
Download or read book Express Series English for Customer Care written by Rosemary Richey and published by Oxford University Press. This book was released on 2015-10-08 with total page 82 pages. Available in PDF, EPUB and Kindle. Book excerpt: Please note that the Print Replica PDF digital version does not contain the audio. English for Customer Care is part of the EXPRESS SERIES. It is the ideal quick course for customer care professionals who need to communicate effectively with their customers in English, whether in person, over the phone, or in writing. It can be used to supplement a regular coursebook. on its own, as a stand-alone intensive specialist course, or for self-study English for Customer Care will help improve your relationships with your customers.
Book Synopsis Customer Care Excellence by : Sarah Cook
Download or read book Customer Care Excellence written by Sarah Cook and published by Kogan Page Publishers. This book was released on 2010-11-03 with total page 288 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer loyalty is essential to the long term financial success of your business, but with more choice then ever before, customers today have high expectations of the products and services they use. To continue to meet - and even to exceed - these high expectations, you need a top notch customer services system in place, and Customer Care Excellence will enable you to achieve just that. In clear, practical language, this book takes you through how you can develop and sustain a customer-service focus within your company. Emphasizing both strategic and practical aspects of customer care, Customer Care Excellence explains how gaining customer commitment and motivating employees to deliver an excellent service at all your company's touch points can ensure successful results and satisfied customers. This fully revised and updated edition includes new material examining the impact of social networking on customer behaviour and the emotional connection customers have with the brand, explaining how you can create a memorable customer experience. Author Sarah Cook takes you through the practical steps necessary to create a culture of customer focus and, crucially, shows how employee engagement leads to customer engagement.
Book Synopsis Effective Customer Care by : Pat Wellington
Download or read book Effective Customer Care written by Pat Wellington and published by Kogan Page Publishers. This book was released on 2010-06-03 with total page 144 pages. Available in PDF, EPUB and Kindle. Book excerpt: Effective Customer Care is an essential guide to creating excellent customer service that will not only satisfy your customers and prompt orders, but also cement customer relationships and develop loyalty... and thus increase profits. You will find out what really goes through a customer's mind when they look to purchase a product or service, and what might turn them away without you even realising it. If you have to handle complaints or problem solve you will be shown a robust and systematic approach to reduce these occurrences. In servicing your customer you will often need to get cooperation from others within your organisation, be it members of your team or those in other departments. Effective Customer Care will show you how to do this. And finally, you will learn how to ensure that you keep your customers loyal, and build an ongoing business relationship with them. Pat Wellington includes every aspect of the customer care process including how to: understand what the customer wants, not what you think they want; stop losing business and gain market share; motivate team members to offer a value added service to customers; improve the level of service offered; get a better level of service from internal customers and build long term relationships with customers and suppliers. It is written without jargon and includes international case studies from UK, Scandinavia, USA the Gulf and Singapore.
Book Synopsis Online Customer Care by : Michael Cusack
Download or read book Online Customer Care written by Michael Cusack and published by . This book was released on 1998 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: A timely resource for any organization attempting to set up and maintain a world-class customer care operation, this book provides a comprehensive introduction to the emerging technologies in customer care. Cusack explains how process-driven system design, user interaction, content provisioning, and data gathering can help your organization achieve best in class customer care.
Book Synopsis Customer Astonishment by : Darby Checketts
Download or read book Customer Astonishment written by Darby Checketts and published by Author's Choice Publishing. This book was released on 2010 with total page 174 pages. Available in PDF, EPUB and Kindle. Book excerpt: Great customer relationships make the world go around. Customers give us the opportunity to apply our talents to serve them. Then, they transfer money from their bank accounts to ours so that we have the financial leverage to meet our goals. This simple, everyday economic interdependence is what business success, professional accountability, and personal prosperity are all about. In today's competitive world, a satisfied customer is no longer enough. A satisfied customer is still shopping around until you provide that WOW experience and make that WOW connection that creates customer loyalty. To do so, you must move beyond mere customer service to the new world of Customer Astonishment. To astonish is to strike with awe and wonder. Author Darby Checketts has spent the past 14 years preparing to show you how. You will learn the principles and methods to make these secrets work for you and your team. Discover the Power of WOW, which is necessary to positively astonish those who depend on you. Set your own mark for world-class customer care.
Book Synopsis Outstanding Customer Service by : David E. Deviney
Download or read book Outstanding Customer Service written by David E. Deviney and published by Provant Media Publishing. This book was released on 1998 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis Powerful Phrases for Effective Customer Service by : Renée Evenson
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.
Book Synopsis Strategic Customer Service by : John A. GOODMAN
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.
Book Synopsis The Ultimate Online Customer Service Guide by : Marsha Collier
Download or read book The Ultimate Online Customer Service Guide written by Marsha Collier and published by John Wiley & Sons. This book was released on 2010-12-15 with total page 204 pages. Available in PDF, EPUB and Kindle. Book excerpt: Make your online customers happy—and create new ones—with this winning guide Social media gives you an unparalleled vehicle for connecting and engaging with an unlimited number of customers. Yet this vehicle is different than other, more impersonal forms. With social media, reps become part of their customers' lives. They follow back. They handle complaints immediately. They wish customers "happy birthday." They grow their brands by involving themselves in communities. The Ultimate Online Customer Service Guide gives you the keys to authentic and engaged service to customers through social media. Using a blend of case studies, a primer on classic online customer service, and instructions on how to execute quality customer service, this book enables you to access the opportunities that social media presents as a means of serving customers. Authentically use social media to connect with customers to boost your bottom line Attract new customers through your online presence Achieve higher GMS (Gross Merchandise Sales) with quality customer service Social media gives you a new and growing realm to distinguish your business. Create a productive presence in this interactive space with The Ultimate Online Customer Service Guide.
Book Synopsis Digital Customer Service by : Rick DeLisi
Download or read book Digital Customer Service written by Rick DeLisi and published by John Wiley & Sons. This book was released on 2021-08-31 with total page 262 pages. Available in PDF, EPUB and Kindle. Book excerpt: Digital Customer Service is the new standard for creating a 5-star customer experience As much as technology has improved our lives, for many people customer service experiences remain unnecessarily frustrating. But the advent of Digital Customer Service (DCS) promises to make these interactions seamless and effortless by creating experiences that occur entirely on a customer's own screen, even in situations where it is preferable to speak to an agent. Digital Customer Service: Transforming Customer Experience for an On-Screen World traces the evolution of customer service—as well as the evolution of customer expectations and the underlying psychology that drives customer behavior - from the days of the first call centers in the 1980s all the way to today's digital world. Written for Customer Service and Customer Experience leaders as well as C-suite executives (CEOs, CFOs, CIOs), Digital Customer Service helps business leaders balance three critical priorities: Creating an excellent experience for customers that increases customer loyalty and profitability Driving down the cost of Customer Service/Support interactions, while increasing revenue through Sales interactions Moving quickly toward the goal of "digital transformation" We have discovered—in our research and our first-hand experience—that when companies commit to achieving true Digital Customer Service, they can make significant progress toward all three of these goals at once. Digital Customer Service provides the roadmap for how your company can get there. And when you do, who wins? EVERYONE.
Book Synopsis Customer Service Training 101 by : Renee Evenson
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.
Book Synopsis Quest for the Best by : Stanley Marcus
Download or read book Quest for the Best written by Stanley Marcus and published by University of North Texas Press. This book was released on 2001 with total page 260 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Quest for the Best is not just a nostalgic look, however, at the age of handcrafted elegance. Marcus gives good advice on how consumers can educate themselves about the best, demand it, and get it. He describes his own experiences with the best in chapters such as "The Things You Love to Touch" and "Bed and Board." Witty, urbane, but always accessible, Marcus is a joy to read."--BOOK JACKET.
Book Synopsis Kaizen Strategies for Customer Care by : Patricia Wellington
Download or read book Kaizen Strategies for Customer Care written by Patricia Wellington and published by Financial Times/Prentice Hall. This book was released on 1995 with total page 262 pages. Available in PDF, EPUB and Kindle. Book excerpt: "At last a book to show you in very practical terms what real changes you have to make to become truly customer focused." ¿ Cannon Ltd. A proven framework to implement a customer-focused strategy using the nine basic principles of Kaizen.
Book Synopsis Brilliant Customer Service by : Debra Stevens
Download or read book Brilliant Customer Service written by Debra Stevens and published by Pearson UK. This book was released on 2012-07-10 with total page 141 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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 with your customers to stay ahead of the competition · Make sure you are remembered and recommended
Download or read book English for Customer Care written by and published by . This book was released on 2007 with total page 84 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Customer Service on the Internet by : Jim Sterne
Download or read book Customer Service on the Internet written by Jim Sterne and published by . This book was released on 1996-09-25 with total page 360 pages. Available in PDF, EPUB and Kindle. Book excerpt: From managing your corporate image to organizing information and making it readily available to prospects, this book explores both the technical and strategic issues of tapping into the very latest Web methods. This book also provides a cost/benefit analysis and makes recommendations on what type of information a company should provide over the Net.
