The Customer Service Reps Survival Guide Series Tough Customers

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The Customer Service Survival Kit

Author : Richard Gallagher
Publisher : AMACOM
ISBN 13 : 0814431844
Total Pages : 209 pages
Book Rating : 4.8/5 (144 download)

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Book Synopsis The Customer Service Survival Kit by : Richard Gallagher

Download or read book The Customer Service Survival Kit written by Richard Gallagher and published by AMACOM. This book was released on 2013-03-20 with total page 209 pages. Available in PDF, EPUB and Kindle. Book excerpt: Issues with customers can send even the most seasoned service professionals into red alert. Discover how to effectively communicate your way out of any difficult spot. By providing clear techniques, behavioral science insights, case studies, situation-specific advice, and actionable practice exercises, workplace communication expert Richard Gallagher has created a resource that can help anyone master the delicate art of communication. In The?Customer Service Survival Kit, you’ll find tangible tips and tricks to help you discover: how to lean into criticism, how to avoid trigger phrases that can make bad situations worse, the secret to helping people feel heard, how to safely deliver bad news, and how to become immune to intimidation--among many other skills. The Customer Service Survival Kit recognizes that the worst customer situations demand more of front-line employees than good intentions and the right attitude. With the help of these valuable insights, lessons, and indispensable problem-solving tools, your organization holds the key to radically improving its customer service reputation.

Tough Customers

Author : David Dee
Publisher : David Dee/Dartnell
ISBN 13 : 9780850132106
Total Pages : 246 pages
Book Rating : 4.1/5 (321 download)

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Book Synopsis Tough Customers by : David Dee

Download or read book Tough Customers written by David Dee and published by David Dee/Dartnell. This book was released on 1994 with total page 246 pages. Available in PDF, EPUB and Kindle. Book excerpt: Volume 2 in THE CUSTOMER SERVICE REP'S SURVIVAL GUIDE SERIES.

The customer service rep's survival guide

Author : David Dee
Publisher : Dartnell Corp
ISBN 13 : 9780850131642
Total Pages : 112 pages
Book Rating : 4.1/5 (316 download)

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Book Synopsis The customer service rep's survival guide by : David Dee

Download or read book The customer service rep's survival guide written by David Dee and published by Dartnell Corp. This book was released on 1989-12 with total page 112 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Dealing with the Customer from Hell

Author : Shaun Belding
Publisher :
ISBN 13 : 9780749444518
Total Pages : 0 pages
Book Rating : 4.4/5 (445 download)

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Book Synopsis Dealing with the Customer from Hell by : Shaun Belding

Download or read book Dealing with the Customer from Hell written by Shaun Belding and published by . This book was released on 2005 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: "'Dealing with the customer from hell' provides realistic, proven strategies for working with those 'special people' who drive you mad. It identifies the various types of unreasonable customer and how to handle them."--BOOK JACKET.

Powerful Phrases for Effective Customer Service

Author : Renee Evenson
Publisher : AMACOM Div American Mgmt Assn
ISBN 13 : 081442032X
Total Pages : 306 pages
Book Rating : 4.8/5 (144 download)

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Book Synopsis Powerful Phrases for Effective Customer Service by : Renee Evenson

Download or read book Powerful Phrases for Effective Customer Service written by Renee Evenson and published by AMACOM Div American Mgmt Assn. This book was released on 2012 with total page 306 pages. Available in PDF, EPUB and Kindle. Book excerpt: Let's face it, dealing with customers isn't easy. They aren't always right--or even pleasant. But experienced business author Renée Evenson ensures you always have the right words to defuse tense interactions. In Powerful Phrases for Effective Customer Service, she covers thirty challenging customer behaviors and twenty common employee-caused negative encounters to teach readers 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 take action and deliver those words effectively. Practical and insightful, Powerful Phrases for Effective Customer Service ensures you'll never again be at a loss for what to say to customers. 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.

Indispensable You!

Author : David Dee
Publisher : Dartnell
ISBN 13 : 9780850132892
Total Pages : 220 pages
Book Rating : 4.1/5 (328 download)

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Book Synopsis Indispensable You! by : David Dee

Download or read book Indispensable You! written by David Dee and published by Dartnell. This book was released on 1996 with total page 220 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Indispensable You" teaches you about the key people and communications skills fast becoming an important new benchmark os employability. These career-building skills cut across functional and technical expertise to improve teamwork, increase productivity, boost your employer's bottom line, and, ultimately, help you become 'indispensable.' What are these career-survival skills? How can you develop them? Vital is the ability to work well with new people -- individuals and teams -- quickly and effectively in a constantly changing world of technology, competition, and resources. Anytime, anywhere you want to leap proactively into your future, understand and use "The 7 Simple Things: "

If It Wasn't for the Customers I'd Really Like This Job

Author : Robert Bacal
Publisher : Bacal & Associates
ISBN 13 : 1452803803
Total Pages : 191 pages
Book Rating : 4.4/5 (528 download)

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Book Synopsis If It Wasn't for the Customers I'd Really Like This Job by : Robert Bacal

Download or read book If It Wasn't for the Customers I'd Really Like This Job written by Robert Bacal and published by Bacal & Associates. This book was released on 2011-02-28 with total page 191 pages. Available in PDF, EPUB and Kindle. Book excerpt: Bacal provides a practical guide to dealing with nasty, hostile, angry, and even abusive customers. He gives you the skills and confidence to deal with the most troublesome of customers.

The Sales Rep Survival Guide

Author : Mike Swedenberg
Publisher : iUniverse
ISBN 13 : 0595179436
Total Pages : 306 pages
Book Rating : 4.5/5 (951 download)

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Book Synopsis The Sales Rep Survival Guide by : Mike Swedenberg

Download or read book The Sales Rep Survival Guide written by Mike Swedenberg and published by iUniverse. This book was released on 2001-05-30 with total page 306 pages. Available in PDF, EPUB and Kindle. Book excerpt: PURPOSE OF THIS BOOK: IS SELLING FOR YOU? The scope of this book is to provide a practical guide for the day-to-day operation of a sales representative in a territory. This handbook is useful to all salespeople regardless of experience. It doesn’t matter if you work for a large or small corporation. You could be commissioned, salaried or self-employed. This book can help you.

Unleashing Excellence

Author : Dennis Snow
Publisher : John Wiley & Sons
ISBN 13 : 0470503807
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 2009-11-16 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.

Sales Manager Survival Guide

Author : David Brock
Publisher : Partners in Excellence
ISBN 13 : 9780997560206
Total Pages : 358 pages
Book Rating : 4.5/5 (62 download)

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Book Synopsis Sales Manager Survival Guide by : David Brock

Download or read book Sales Manager Survival Guide written by David Brock and published by Partners in Excellence. This book was released on 2016-05-17 with total page 358 pages. Available in PDF, EPUB and Kindle. Book excerpt: Finally! The definitive guide to the toughest, most challenging, and most rewarding job in sales. Front Line Sales Managers have to do it all - often without anyone showing them the ropes. In addition to making your numbers your job calls upon you for: Constant coaching, training, and team building Call, pipeline, deal, territory, one-on-ones, and other reviews that drive business performance Recruiting, interviewing, hiring, and onboarding top talent Responding to shifts in the marketplace - and in your company Dealing with, turning around, or terminating problem employees Analyzing and acting upon metrics to correct performance Managing the business and executive expectations Leveraging sales systems, tools, and processes Conducting performance reviews and setting expectations And more All this and making the numbers! Sales Manager Survival Guide addresses each of these issues, and many others, clearly, honestly, and in-depth. Drawing upon decades of experience in sales, sales management, and sales executive positions from small companies to giant corporations, David Brock gives you invaluable insight, wisdom, and above all practical guidance in how to handle the wide array of challenges and responsibilities you'll face as a Front Line Sales Manager. If you're a sales manager, or want to become one, this book shows you how to survive-and thrive. And if you want to be a great sales manager, this book shares the secrets, tools, and best practices to help you climb to the top-and beyond. "This is THE go-to resource for sales management!" Mike Weinberg, author of Sales Management Simplified

Customer Service Training 101

Author : Renee Evenson
Publisher : AMACOM Div American Mgmt Assn
ISBN 13 : 0814416411
Total Pages : 239 pages
Book Rating : 4.8/5 (144 download)

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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.

The Wall Street Professional's Survival Guide

Author : Roy Cohen
Publisher : Pearson Education
ISBN 13 : 0131362070
Total Pages : 338 pages
Book Rating : 4.1/5 (313 download)

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Book Synopsis The Wall Street Professional's Survival Guide by : Roy Cohen

Download or read book The Wall Street Professional's Survival Guide written by Roy Cohen and published by Pearson Education. This book was released on 2010-05-06 with total page 338 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Wall Street Professional’s Survival Guide: The Secrets of a Career Coach is the only complete, up-to-date, and practical guide for financial industry professionals seeking new or better jobs in today’s brutally competitive environment. Author Roy Cohen spent more than 10 years providing outplacement services to Goldman Sachs’ employees. In this book, he shares finance-specific job-hunting insights you simply won’t find anywhere else. Drawing on his immense experience helping financial industry professionals find and keep outstanding positions, Cohen tells you what to do when and if you’re fired (or ready to move), how to develop a “game plan” and search targets, how to build your “story”, how to move from the sell-side to the buy side, and much more. You’ll find industry-specific guidance on interview strategy, resumes, follow-up, references, and even negotiation with real examples drawn from Cohen’s own practice.

Tough Customers

Author :
Publisher :
ISBN 13 : 9789838998598
Total Pages : 230 pages
Book Rating : 4.9/5 (985 download)

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Book Synopsis Tough Customers by :

Download or read book Tough Customers written by and published by . This book was released on 1999 with total page 230 pages. Available in PDF, EPUB and Kindle. Book excerpt:

50 Activities for Achieving Excellent Customer Service

Author : Darryl S. Doane
Publisher : Human Resource Development
ISBN 13 : 9780874257373
Total Pages : 274 pages
Book Rating : 4.2/5 (573 download)

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Book Synopsis 50 Activities for Achieving Excellent Customer Service by : Darryl S. Doane

Download or read book 50 Activities for Achieving Excellent Customer Service written by Darryl S. Doane and published by Human Resource Development. This book was released on 2003 with total page 274 pages. Available in PDF, EPUB and Kindle. Book excerpt: Increase the creativity and skill level of customer service representatives, demonstrate what excellent customer service is, provide insights and practice to improve customer service, develop your own organization's bank of customer service learning situations.

The Emotional Survival Guide for Caregivers

Author : Barry J. Jacobs
Publisher : Guilford Press
ISBN 13 : 1606237934
Total Pages : 273 pages
Book Rating : 4.6/5 (62 download)

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Book Synopsis The Emotional Survival Guide for Caregivers by : Barry J. Jacobs

Download or read book The Emotional Survival Guide for Caregivers written by Barry J. Jacobs and published by Guilford Press. This book was released on 2006-03-17 with total page 273 pages. Available in PDF, EPUB and Kindle. Book excerpt: Caring for a parent whose health is in decline turns the world upside down. The emotional fallout can be devastating, but it doesn't have to be that way. Empathic guidance from an expert who's been there can help. Through an account of two sisters and their ailing mother--interwoven with no-nonsense advice--The Emotional Survival Guide for Caregivers helps family members navigate tough decisions and make the most of their time together as they care for an aging parent. The author urges readers to be honest about the level of commitment they're able to make and emphasizes the need for clear communication within the family. While acknowledging their guilt, stress, and fatigue, he helps caregivers reaffirm emotional connections worn thin by the routine of daily care. This compassionate book will help families everywhere avoid burnout and preserve bonds during one of life's most difficult passages.

Forthcoming Books

Author : Rose Arny
Publisher :
ISBN 13 :
Total Pages : 2180 pages
Book Rating : 4.3/5 (91 download)

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Book Synopsis Forthcoming Books by : Rose Arny

Download or read book Forthcoming Books written by Rose Arny and published by . This book was released on 1998-06 with total page 2180 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Winning with the Customer from Hell

Author : Shaun Belding
Publisher : ECW Press
ISBN 13 : 1550226304
Total Pages : 231 pages
Book Rating : 4.5/5 (52 download)

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Book Synopsis Winning with the Customer from Hell by : Shaun Belding

Download or read book Winning with the Customer from Hell written by Shaun Belding and published by ECW Press. This book was released on 2004 with total page 231 pages. Available in PDF, EPUB and Kindle. Book excerpt: Annotation Realistic, practical, and compelling anecdotal solutions are offered here for countering belligerent, abusive, and condescending customers. This book captures the essence of the skills required for helping retailers deal with problem customers and improve employee efficiency. A six-pronged approach known as LESTER is detailed, which involves listening to customers, echoing the issue, sympathizing with the customer's emotional state, thanking the customer, evaluating one's opinion, and responding with a win-win solution.