Mastering Professional Help Desk Skills A Comprehensive Guide For Customer Service Excellence

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Mastering Professional Help Desk Skills: A Comprehensive Guide for Customer Service Excellence

Author : Gerard Assey
Publisher : Gerard Assey
ISBN 13 :
Total Pages : 133 pages
Book Rating : 4./5 ( download)

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Book Synopsis Mastering Professional Help Desk Skills: A Comprehensive Guide for Customer Service Excellence by : Gerard Assey

Download or read book Mastering Professional Help Desk Skills: A Comprehensive Guide for Customer Service Excellence written by Gerard Assey and published by Gerard Assey. This book was released on 2024-03-11 with total page 133 pages. Available in PDF, EPUB and Kindle. Book excerpt: ‘Mastering Professional Help Desk Skills: A Comprehensive Guide for Customer Service Excellence.’ is a comprehensive book designed to empower help desk professionals, customer service representatives, and CS Engineers with the essential skills needed for success in personal, telephone, and internet interactions. From the significance of first impressions to the intricacies of complaint handling, the book explores the art of customer service. It emphasizes the human element, going beyond technicalities to cultivate a customer-centric mindset. Readers will discover practical insights, real-world examples, and actionable strategies to enhance their communication, problem-solving, and stress management abilities. Through a structured approach, the book provides tools, action plans, and a commitment to continuous improvement, fostering a culture of excellence. This guide is a roadmap for individuals seeking to not only meet but exceed customer expectations, ultimately contributing to the success of their teams and organizations. The Book covers: Preface Crafting Lasting Impressions in Customer Service The Importance of Customer Service Key Benefits of Providing Excellent Customer Service The Roles, Responsibilities & Functions of a HELP DESK Professional KEY Attributes, Traits and Qualities of Help Desk Professionals Telephone Techniques and Skills Pre-Call Planning and Preparation During the Call: Steps to a Professional Service Call Effective Questioning and Listening Skills Open-ended Questions to get to the Root of Issues in Various Categories of Industries Steps to be a Good Listener Handling Complaints and Angry Customers Resolving Complaints Effectively Empowering Frontline Staff to Resolve Issues Personal (Face to Face) Interaction Ensuring Proper Grooming and Presenting a Professional Image Customer Care Skills Internet Interaction (Email) Professional DO’s & DON’T’s of Emailing Continuous Improvement and Teamwork Coping with Stress in the Service Industry Teamwork in Customer Service Understanding Customer Behavior A Personality Assessment for Customer Service Staff Identifying Different Customer Types Managing Difficult People and Sensitive Situations Understanding Users and Categorizing Them Typical Incident Management Process Implementing a Successful Help Desk Skills Initiative: Action Plan Empowering Help Desk Professionals for Excellence in Customer Service Conclusion: Elevating Your Helpdesk Journey About the Author

Mastering Professional Help Desk Skills

Author : Gerard Assey
Publisher : Collection Skills
ISBN 13 : 9788197112133
Total Pages : 0 pages
Book Rating : 4.1/5 (121 download)

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Book Synopsis Mastering Professional Help Desk Skills by : Gerard Assey

Download or read book Mastering Professional Help Desk Skills written by Gerard Assey and published by Collection Skills. This book was released on 2024-03-11 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: 'Mastering Professional Help Desk Skills: A Comprehensive Guide for Customer Service Excellence.' is a comprehensive book designed to empower help desk professionals, customer service representatives, and CS Engineers with the essential skills needed for success in personal, telephone, and internet interactions. From the significance of first impressions to the intricacies of complaint handling, the book explores the art of customer service. It emphasizes the human element, going beyond technicalities to cultivate a customer-centric mindset. Readers will discover practical insights, real-world examples, and actionable strategies to enhance their communication, problem-solving, and stress management abilities. Through a structured approach, the book provides tools, action plans, and a commitment to continuous improvement, fostering a culture of excellence. This guide is a roadmap for individuals seeking to not only meet but exceed customer expectations, ultimately contributing to the success of their teams and organizations. What the Book covers: Preface Crafting Lasting Impressions in Customer Service The Importance of Customer Service Key Benefits of Providing Excellent Customer Service The Roles, Responsibilities & Functions of a HELP DESK Professional KEY Attributes, Traits and Qualities of Help Desk Professionals Telephone Techniques and Skills Pre-Call Planning and Preparation During the Call: Steps to a Professional Service Call Effective Questioning and Listening Skills Open-ended Questions to get to the Root of Issues in Various Categories of Industries Steps to be a Good Listener Handling Complaints and Angry Customers Resolving Complaints Effectively Empowering Frontline Staff to Resolve Issues Personal (Face to Face) Interaction Ensuring Proper Grooming and Presenting a Professional Image Customer Care Skills Internet Interaction (Email) Professional DO's & DON'T's of Emailing Continuous Improvement and Teamwork Coping with Stress in the Service Industry Teamwork in Customer Service Understanding Customer Behavior A Personality Assessment for Customer Service Staff Identifying Different Customer Types Managing Difficult People and Sensitive Situations Understanding Users and Categorizing Them Typical Incident Management Process Implementing a Successful Help Desk Skills Initiative: Action Plan Empowering Help Desk Professionals for Excellence in Customer Service Conclusion: Elevating Your Helpdesk Journey About the Author

A Guide to Customer Service Skills for the Help Desk Professional

Author : Donna Knapp
Publisher : Course Technology
ISBN 13 :
Total Pages : 408 pages
Book Rating : 4.0/5 ( download)

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Book Synopsis A Guide to Customer Service Skills for the Help Desk Professional by : Donna Knapp

Download or read book A Guide to Customer Service Skills for the Help Desk Professional written by Donna Knapp and published by Course Technology. This book was released on 2004-11 with total page 408 pages. Available in PDF, EPUB and Kindle. Book excerpt: This detailed look at the "soft" skills needed to succeed as help desk professional will provide students with proven customer support techniques for the workplace.

A Guide to Customer Service Skills for the Service Desk Professional

Author : Donna Knapp
Publisher : Cengage Learning
ISBN 13 : 9780538748537
Total Pages : 400 pages
Book Rating : 4.7/5 (485 download)

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Book Synopsis A Guide to Customer Service Skills for the Service Desk Professional by : Donna Knapp

Download or read book A Guide to Customer Service Skills for the Service Desk Professional written by Donna Knapp and published by Cengage Learning. This book was released on 2012-07-19 with total page 400 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Third Edition of A GUIDE TO CUSTOMER SERVICE SKILLS FOR THE SERVICE DESK PROFESSIONAL explores the changing role of the service desk professional. Each chapter expands upon a particular skill required to provide effective customer support and provides proven techniques for implementing the concepts. Research, references, and resources have been updated in each chapter, and ITIL vocabulary and concepts are reflected throughout the text. New information is also incorporated, such as a discussion of general trends currently affecting the information technology industry and technology trends affecting the service desk. The text focuses on providing individuals with practical instruction on the unique skill set needed to execute the expanding mission of the service desk. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.

Guide to Customer Service Skills for the Help Desk Professional

Author : Donna Knapp
Publisher : Turtleback
ISBN 13 : 9780613916493
Total Pages : pages
Book Rating : 4.9/5 (164 download)

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Book Synopsis Guide to Customer Service Skills for the Help Desk Professional by : Donna Knapp

Download or read book Guide to Customer Service Skills for the Help Desk Professional written by Donna Knapp and published by Turtleback. This book was released on 1999-11-16 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: This book is designed to provide individuals interested in the field of technical customer support a guide to the "soft skills" and the "self-management skills" needed to deliver excellent customer support at the help desk. It provides the reader with a better understanding of what a career in customer support would entail with strong real-world computer support examples, case studies, and exercises throughout the book. The author is a leading help desk consultant, trainer, and former help desk support engineer and service manager.

Customer Service Excellence

Author : Debra J. MacNeill
Publisher : McGraw Hill Professional
ISBN 13 : 9781556239694
Total Pages : 122 pages
Book Rating : 4.2/5 (396 download)

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Book Synopsis Customer Service Excellence by : Debra J. MacNeill

Download or read book Customer Service Excellence written by Debra J. MacNeill and published by McGraw Hill Professional. This book was released on 1993-05 with total page 122 pages. Available in PDF, EPUB and Kindle. Book excerpt: Readers will find helpful approaches for developing and maintaining solid internal and external customer relationships. Offers dozens of reliable techniques for handling customer complaints, probing for customer needs, and satisfying customer expectations.

Mastering IT support

Author : Cybellium Ltd
Publisher : Cybellium Ltd
ISBN 13 :
Total Pages : 167 pages
Book Rating : 4.8/5 (696 download)

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Book Synopsis Mastering IT support by : Cybellium Ltd

Download or read book Mastering IT support written by Cybellium Ltd and published by Cybellium Ltd. This book was released on with total page 167 pages. Available in PDF, EPUB and Kindle. Book excerpt: Elevate Your IT Support Career with "Mastering IT Support" In a world increasingly reliant on technology, the role of IT support has never been more critical. Organizations across the globe depend on skilled IT support professionals to keep their systems running smoothly. "Mastering IT Support" is your comprehensive guide to excelling in the world of IT support, providing you with the knowledge, skills, and strategies to become a trusted expert in the field. Your Path to IT Support Excellence IT support is more than just fixing technical issues; it's about empowering users, maintaining infrastructure, and ensuring seamless operations. Whether you're new to IT support or a seasoned professional looking to enhance your skills, this book will empower you to master the art of IT support. What You Will Uncover IT Support Essentials: Explore the fundamentals of IT support, including hardware and software troubleshooting, network basics, and user support. Customer-Centric Approach: Learn how to provide exceptional customer service, communicate effectively, and manage user expectations. Technical Skills: Develop hands-on technical skills to diagnose and resolve a wide range of IT issues, from software glitches to network connectivity problems. Problem-Solving Strategies: Discover effective problem-solving techniques and best practices for quickly and efficiently resolving IT incidents. IT Support Tools: Familiarize yourself with the tools and technologies used in IT support, including remote support software and diagnostic utilities. Career Advancement: Explore pathways for career growth within the IT support field and discover how mastering IT support can lead to exciting opportunities. Why "Mastering IT Support" Is Essential Comprehensive Coverage: This book covers a wide range of IT support topics, ensuring that you have a solid foundation in all aspects of the field. Expert Guidance: Benefit from insights and advice from experienced IT support professionals who share their knowledge and industry expertise. Career Enhancement: IT support is a dynamic field with numerous opportunities for career advancement, and this book will help you unlock your full potential. Stay Relevant: In an ever-evolving technology landscape, mastering IT support is vital for staying competitive and adapting to emerging technologies. Your Journey to IT Support Mastery Begins Here "Mastering IT Support" is your roadmap to excelling in the field of IT support and advancing your career. Whether you aspire to provide technical assistance, maintain IT infrastructure, or lead support teams, this guide will equip you with the skills and knowledge to achieve your goals. Don't miss the opportunity to become a trusted IT support professional. Start your journey to IT support mastery today and join the ranks of professionals who are shaping the future of technology support. "Mastering IT Support" is the ultimate resource for individuals seeking to excel in the field of IT support. Whether you are new to IT support or looking to enhance your skills, this book will provide you with the knowledge and strategies to become a trusted expert in the field. Don't wait; begin your journey to IT support mastery today! © 2023 Cybellium Ltd. All rights reserved. www.cybellium.com

Mastering Digital Customer Service

Author : Jeremy Manna
Publisher : Independently Published
ISBN 13 :
Total Pages : 0 pages
Book Rating : 4.3/5 (856 download)

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Book Synopsis Mastering Digital Customer Service by : Jeremy Manna

Download or read book Mastering Digital Customer Service written by Jeremy Manna and published by Independently Published. This book was released on 2023-03-02 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: This eBook is ideal for anyone involved in developing digital support strategies or improving their current support strategies, from customer support representatives and managers to business owners and entrepreneurs. It's also a valuable resource for anyone looking to improve their online communication skills and provide exceptional digital support. In today's digital age, providing excellent customer service is no longer limited to in-person interactions. As more and more businesses move online, it's important to have a solid understanding of how to provide effective support in a digital context. This eBook provides a comprehensive guide to mastering digital customer service and delivering exceptional online support.

Mastering the Craft: A Comprehensive Guide to Becoming a Professional Barista

Author : Kurniawan Arif Maspul
Publisher : Literasi Nusantara Abadi Grup
ISBN 13 : 6238246308
Total Pages : 106 pages
Book Rating : 4.2/5 (382 download)

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Book Synopsis Mastering the Craft: A Comprehensive Guide to Becoming a Professional Barista by : Kurniawan Arif Maspul

Download or read book Mastering the Craft: A Comprehensive Guide to Becoming a Professional Barista written by Kurniawan Arif Maspul and published by Literasi Nusantara Abadi Grup. This book was released on 2023-05-08 with total page 106 pages. Available in PDF, EPUB and Kindle. Book excerpt: “Mastering the Craft: A Comprehensive Guide to Becoming a Professional Barista” is an informative book that provides a detailed overview of the skills, knowledge, and qualities required to become a successful barista. The book covers various topics, including coffee brewing and extraction, customer service, business management and operations, marketing and branding, and career development.

The Employee Customer Service Guide

Author : Mbinkar Kpunsa Fomunyuy
Publisher : Independently Published
ISBN 13 :
Total Pages : 0 pages
Book Rating : 4.3/5 (2 download)

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Book Synopsis The Employee Customer Service Guide by : Mbinkar Kpunsa Fomunyuy

Download or read book The Employee Customer Service Guide written by Mbinkar Kpunsa Fomunyuy and published by Independently Published. This book was released on 2024-03-17 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Embark on a transformative journey towards service excellence with "The Employee Customer Service Guide: Using Customer Service as a tool for career development and competitive advantage." This comprehensive manual is your indispensable companion in mastering the intricate art of customer service and experience management. From laying the groundwork with fundamental concepts to honing advanced interaction skills, this guide equips you with the tools and knowledge to elevate your customer service game to unprecedented heights. CHAPTER I: Introduction to Customer Service Dive into the heart of customer service as we unpack its essence, significance, and core components. Discover why exceptional service isn't just beneficial for your company but also pivotal for both employees and customers. Gain insights into the factors that differentiate superior service from the rest and develop a robust skill set encompassing communication, organization, and subject matter expertise. CHAPTER II: Know Your Customer Unlock the secrets of understanding your customers on a deeper level, unraveling their primary and secondary needs. Learn to identify and categorize potential, actual, and post customers, while understanding their pivotal role in your product or service offering. Delve into the psychology of customer behavior and tailor your approach to exceed their expectations consistently. CHAPTER III: Experience Management Fundamentals Navigate the landscape of experience management with a focus on five key pillars: Brand Experience (BX), Product Experience (PX), Employee Experience (EX), Customer Experience (CX), and Societal Experience (CX). Explore the elements that shape each experience and discover how employees can become catalysts for enhancing them. Equip yourself with strategies to manage customer expectations effectively and craft memorable experiences that foster lasting relationships. CHAPTER IV: Interacting with Customers Master the art of customer interaction with practical insights on cultivating a service-oriented attitude, managing challenging situations, and upholding a code of conduct. Embrace the power of positivity, willingness to serve, and meticulous attention to detail in every customer encounter. Craft personalized resolutions to address both strengths and weaknesses in your customer service approach, paving the way for continuous improvement. --- "The Employee Customer Service Guide: Using Customer Service as a tool for career development and competitive advantage" isn't just a book-it's your roadmap to unlocking the full potential of customer service mastery. Whether you're a seasoned professional or a novice in the field, this guide empowers you to deliver exceptional service that leaves a lasting impression on customers. Elevate your skills, exceed expectations, and become a driving force in shaping unforgettable customer experiences.

Mastering Graphic Design: A Comprehensive Guide to Excellence

Author : Matt Dewey
Publisher : Richards Education
ISBN 13 :
Total Pages : 187 pages
Book Rating : 4./5 ( download)

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Book Synopsis Mastering Graphic Design: A Comprehensive Guide to Excellence by : Matt Dewey

Download or read book Mastering Graphic Design: A Comprehensive Guide to Excellence written by Matt Dewey and published by Richards Education. This book was released on with total page 187 pages. Available in PDF, EPUB and Kindle. Book excerpt: Unlock the secrets to becoming an exceptional graphic designer with 'Mastering Graphic Design: A Comprehensive Guide to Excellence.' This meticulously crafted book offers a deep dive into every facet of graphic design, providing aspiring designers and seasoned professionals alike with the tools, techniques, and insights needed to elevate their craft to new heights. From mastering the fundamental principles of design to developing creative concepts, crafting compelling visuals, and designing for various platforms and media, each chapter is packed with practical advice, real-world examples, and actionable tips. Delve into the art of typography and layout, explore the nuances of user experience and interface design, and learn how to streamline your workflow and manage projects efficiently. Navigate the business side of graphic design with confidence, from freelancing strategies to client communication and marketing yourself effectively. Cultivate creativity, innovation, and a lasting legacy as a designer while staying abreast of emerging technologies and industry trends. Whether you're just starting your journey or seeking to refine your skills, 'Mastering Graphic Design' is your indispensable companion on the path to becoming an amazing graphic designer.

Mastering Badminton: A Comprehensive Guide to Excellence on the Court

Author : Stephen Holiday
Publisher : Richards Education
ISBN 13 :
Total Pages : 101 pages
Book Rating : 4./5 ( download)

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Book Synopsis Mastering Badminton: A Comprehensive Guide to Excellence on the Court by : Stephen Holiday

Download or read book Mastering Badminton: A Comprehensive Guide to Excellence on the Court written by Stephen Holiday and published by Richards Education. This book was released on with total page 101 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Mastering Badminton: A Comprehensive Guide to Excellence on the Court" is the ultimate companion for badminton enthusiasts seeking to elevate their game to new heights. Written by seasoned players and coaches, this book covers every facet of the sport, from fundamental techniques to advanced strategies. Whether you're a beginner looking to grasp the basics or a seasoned competitor aiming for championship glory, this comprehensive guide has something for everyone. Dive into chapters that explore stroke mastery, strategic play, mental toughness, fitness conditioning, and much more. With practical tips, expert advice, and insightful strategies, "Mastering Badminton" is your roadmap to success on the court. Whether you're playing for fun or aiming for the top, this book will help you unlock your full potential and become a force to be reckoned with in the world of badminton.

A Guide to Customer Service Skills for the Service Desk Professional

Author : Donna Knapp
Publisher : Cengage Learning
ISBN 13 : 9781285063584
Total Pages : 544 pages
Book Rating : 4.0/5 (635 download)

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Book Synopsis A Guide to Customer Service Skills for the Service Desk Professional by : Donna Knapp

Download or read book A Guide to Customer Service Skills for the Service Desk Professional written by Donna Knapp and published by Cengage Learning. This book was released on 2014-05-12 with total page 544 pages. Available in PDF, EPUB and Kindle. Book excerpt: A GUIDE TO CUSTOMER SERVICE SKILLS FOR THE SERVICE DESK PROFESSIONAL, the definitive service desk text now available in a fully revised fourth edition, teaches technical professionals the skills and work habits needed to successfully interact with customers and achieve job satisfaction. Each chapter describes a specific business skill, soft skill, or self-management skill required to deliver effective technical customer support while providing proven, how-to techniques for mastering that skill. Research and references have been updated in each chapter, and the latest ITIL vocabulary and concepts are reflected throughout the text. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.

The Compassionate Geek

Author : Don R. Crawley
Publisher : Soundtraining Net
ISBN 13 : 9780983660705
Total Pages : 164 pages
Book Rating : 4.6/5 (67 download)

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Book Synopsis The Compassionate Geek by : Don R. Crawley

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.

Mastering the Microsoft Power Pages: A Comprehensive Guide

Author : Pedro Martins
Publisher : Pedro Martins
ISBN 13 :
Total Pages : 246 pages
Book Rating : 4./5 ( download)

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Book Synopsis Mastering the Microsoft Power Pages: A Comprehensive Guide by : Pedro Martins

Download or read book Mastering the Microsoft Power Pages: A Comprehensive Guide written by Pedro Martins and published by Pedro Martins. This book was released on 2023-11-13 with total page 246 pages. Available in PDF, EPUB and Kindle. Book excerpt: Pages: A Comprehensive Guide" as your trusted companion. Whether you're just starting out or have some experience, this guide is meticulously designed to help you navigate, understand, and master the many facets of Power Pages. "Mastering the Microsoft Power Pages: A Comprehensive Guide" is more than just a technical manual; it's a comprehensive journey tailored for those eager to tap into the potential of Microsoft Power Pages. Here's why this book stands out: Depth & Breadth: It provides an in-depth exploration of Power Pages, from its foundational concepts to advanced techniques, ensuring both novices and experts find value. Hands-on Approach: Packed with real-world case studies and hands-on tutorials, readers will gain practical experience while understanding the theoretical aspects. Expert Insights: Insights from industry leaders and Power Pages veterans offer unique perspectives and invaluable tips, providing readers with an edge in their Power Pages journey. Future-Proofing: The book not only educates on the current capabilities of Power Pages but also provides glimpses into its future, ensuring readers are prepared for upcoming trends and shifts. Holistic Understanding: Beyond just the 'how', this guide delves into the 'why' – the rationale behind design choices, the importance of best practices, and the impact of well-crafted Power Pages on businesses. In essence, this book serves as a beacon, guiding readers through the vast landscape of Microsoft Power Pages, ensuring they emerge with clarity, competence, and confidence in their newly-acquired skills. Brief Chapters Chapter 1: Concepts behind Microsoft Power Platform Chapter 2: Introduction to Microsoft Power Platform Chapter 3: Understanding Microsoft Dataverse Chapter 4: Understanding Power Pages Chapter 5: Liquid language Chapter 6: Components in Power Pages Chapter 7: Simple how-to do’s Chapter 8: Demystifying forms in Power Pages Chapter 9: Advanced concepts in Power Pages Chapter 10: Real-World Example: "cantinhode.net" News & Articles Portal Chapter 11: Combining Power Platform Tools Chapter 12: Security and Compliance in Power Platform Chapter 13: Administration and Management of Power Platform Chapter 14: Advanced Techniques in Power Platform Chapter 15: Real-world Case Studies of Power Platform Chapter 16: Future of Power Platform Chapter 17: Preparing for Power Platform Certification

Mastering the World of Marketing

Author : Eric Taylor
Publisher : John Wiley & Sons
ISBN 13 : 9781118061749
Total Pages : 143 pages
Book Rating : 4.0/5 (617 download)

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Book Synopsis Mastering the World of Marketing by : Eric Taylor

Download or read book Mastering the World of Marketing written by Eric Taylor and published by John Wiley & Sons. This book was released on 2011-05-04 with total page 143 pages. Available in PDF, EPUB and Kindle. Book excerpt: The best of the best strategies from leading marketers There are millions of ways to speak to your market today; this makes choosing the best approach all the more important. With methods, tricks, techniques, strategies, and platforms suited for companies and budgets of all sizes, Mastering the World of Marketing reveals how 50 of the top marketers working today generate leads, create brand recognition, and capture new customers. Covering both offline and online channels, this comprehensive guide examines traditional, alternative, and hybrid approaches, giving you the full range of what works today so you can choose what suits your business needs best. Includes networking, word of mouth marketing, customer referrals, yellow page directories, radio, print, email marketing, direct mail, internet marketing, social media marketing, public relations, and advertising Includes chapters from contributors such as Chris Brogan, Tony Hsieh, Jack Trout, David Meerman Scott, Guy Kawasaki, Peter Shankman, Scott Stratten, Mari Smith, Gary Vaynerchuck, and more! A value-packed resource that offers unparalleled access to today's brightest marketing stars, Mastering the World of Marketing gives you all the marketing tools you need to reach your audience with compelling, winning messages

Unleashing Excellence

Author : Dennis Snow
Publisher : John Wiley & Sons
ISBN 13 : 0470564199
Total Pages : 261 pages
Book Rating : 4.4/5 (75 download)

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Book Synopsis Unleashing Excellence by : Dennis Snow

Download or read book Unleashing Excellence written by Dennis Snow and published by John Wiley & Sons. This book was released on 2009-10-29 with total page 261 pages. Available in PDF, EPUB and Kindle. Book excerpt: A step-by-step guide to designing and implementing an amazing customer service culture In today's competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than others. It's not always clear what works and what doesn't, and implementing new customer service practices midstream can be a difficult, chaotic task. Business leaders who want to transform their business culture into one of customer service excellence need reliable, proven guidance. Unleashing Excellence gives you practical tools and step-by-step guidance tailored to your company's individual customer service needs. It shows you how to navigate your teams through every step of the implementation process to achieve true customer service excellence. The book covers the training and education of your group, how to measure the quality of your service, how to build a culture of personal accountability, and how to recognize excellence and reward it. Fully revised to include updated information on the latest tools and best practices, as well as the stories and lessons learned from those organizations that have used the process described in the book. Offers proven best practices for designing and implementing an excellent customer service culture Simple format divides content into nine "leadership actions" that guide you through a step-by-step process Shows you how to build a common customer service vision for your entire organization Customer service is vital to the survival of your business. If you want to move your organization's customer service practices from good to great, Unleashing Excellence is the key.