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The Customer Service Survival Guide
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Book Synopsis The Customer Service Survival Kit by : Richard S. Gallagher
Download or read book The Customer Service Survival Kit written by Richard S. Gallagher and published by AMACOM Div American Mgmt Assn. This book was released on 2013 with total page 209 pages. Available in PDF, EPUB and Kindle. Book excerpt: The worst customer situations demand more of front-line employees than good intentions and the right attitude. These kinds of issues can send seasoned service professionals into red alert, and require the communication skills of a crisis counselor. The Customer Service Survival Kit explains how to use the right words to turn volatile scenarios into calm and productive customer encounters. Anyone can learn this delicate art with the book's blend of clear techniques, lessons from behavioral science, case studies, situation-specific advice, and practice exercises. Readers will discover: * The power of leaning into criticism * Trigger phrases that can make bad situations worse * The secret to helping people feel deeply heard in a crisis * How to use the divide-and-conquer approach to safely deliver bad news * Indispensable problem-solving tools * How to become immune to intimidation * How to wrap up transactions so that customers are happy * And more! Best yet, learning to handle worst-case scenarios has the spillover effect of boosting the skills and confidence needed to deal effectively with ANY customer-the key to radical improvements in every organization.
Book Synopsis The Customer Service Survival Guide by :
Download or read book The Customer Service Survival Guide written by and published by . This book was released on 1994 with total page 80 pages. Available in PDF, EPUB and Kindle. Book excerpt:
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.
Book Synopsis The Customer Service Rep's Survival Guide Series: Tough customers by : David Dee
Download or read book The Customer Service Rep's Survival Guide Series: Tough customers written by David Dee and published by . This book was released on 1994 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
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.
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.
Book Synopsis The Closer's Survival Guide by : Grant Cardone
Download or read book The Closer's Survival Guide written by Grant Cardone and published by Grant Cardone. This book was released on 2015-12-16 with total page 392 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Closer’s Survival Guide is perfect for sales people, negotiators, deal makers and mediators but also critically important for dreamers, investors, inventors, buyers, brokers, entrepreneurs, bankers, CEO’s, politicians and anyone who wants to close others on the way they think and get what they want in life. Show me any highly successful person, and I will show you someone who has big dreams and who knows how to close! The end game is the close.
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 . This book was released on 1989 with total page 112 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis The Customer Service Rep's Emergency Survival Guide by :
Download or read book The Customer Service Rep's Emergency Survival Guide written by and published by . This book was released on 1995 with total page 30 pages. Available in PDF, EPUB and Kindle. Book excerpt:
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.
Book Synopsis Win the Customer by : Flavio Martins
Download or read book Win the Customer written by Flavio Martins and published by AMACOM. This book was released on 2015-09-23 with total page 251 pages. Available in PDF, EPUB and Kindle. Book excerpt: Your prices can be beat. Your product can be improved upon. Your service is provided by others. But one key aspect about your company that cannot be duplicated or outdone is the unique, outstanding customer service experience that you continually provide for your customers. In Win the Customer, companies can learn practical, powerful techniques for energizing the way they interact with the people who drive their business, distinguishing themselves from the competition by providing their customers with something truly special. Author and vice president of operations Flavio Martin, named by the Huffington Post as a “most influential social customer service pro,” fills his invaluable guide with examples and inspiration in order to show readers how to:• Align the business around a customer service mission• Make every employee a customer service agent• Create an environment in which exceptional service experiences can happen• Humanize customer service, virtually and in person• Empower employees to find innovative solutions• All the random acts of WOW--they’re often the most memorable• And much moreProducts and prices can only get you in the door with new customers. But exceptional customer service will keep them lifelong fans. Win the Customer is your guidebook for building your fan base!
Book Synopsis The Service Culture Handbook by : Jeff Toister
Download or read book The Service Culture Handbook written by Jeff Toister and published by . This book was released on 2017-03-23 with total page 188 pages. Available in PDF, EPUB and Kindle. Book excerpt: Imagine you could develop a customer-focused culture so powerful that your employees always seem to do the right thing. They encourage each other, proactively solve problems, and constantly look for ways to go the extra mile. In short, imagine a workplace culture where employees were absolutely obsessed with customer service. The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you're just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You'll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately. Learn the one thing that forms the foundation of every great culture. Discover what customer-focused companies do differently to engage their employees. And explore ways to strategically align every facet of your organization with outstanding service. Creating and sustaining a customer-focused culture is a never-ending journey that takes hard work, dedication, and commitment. The Service Culture Handbook is an indispensable resource to help you and your employees stay headed in the right direction. Praise for The Service Culture Handbook: "The Service Culture Handbook provides the poignant inspiration and practical instruction for the difficult work of transforming a service culture into one that is distinctive, successful, and permanent." -Chip R. Bell, author of Kaleidoscope: Delivering Innovative Service That Sparkles "Though research continues to uncover the astonishing impact of customer-focused cultures on customer loyalty and business results, few organizations know how to get there. Jeff Toister unlocks that mystery through this practical (and fun to read!) guide to developing a culture that really works." -Brad Cleveland, founding partner and former CEO, International Customer Management Institute
Book Synopsis Prison: A Survival Guide by : Carl Cattermole
Download or read book Prison: A Survival Guide written by Carl Cattermole and published by Random House. This book was released on 2019-06-20 with total page 128 pages. Available in PDF, EPUB and Kindle. Book excerpt: The cult guide to UK prisons by Carl Cattermole – now fully updated and featuring contributions from female and LGBTQI prisoners, as well as from family on the outside. Contains: Blood – but not as much as you might imagine Sweat – and the prisons no longer provide soap Tears – because prison has created a mental health crisis Humanity – and how to stop the institution destroying it Featuring contributors Sarah Jake Baker, Jon Gulliver, Darcey Hartley, Julia Howard, Elliot Murawski and Lisa Selby. ‘Essential reading’ Will Self ‘We’re in the justice dark ages and Cattermole’s great book switches on the lights’ Dr Theo Kindynis, Lecturer in Criminology Goldsmiths, University of London ‘It has the potential to change a lot of people’s lives for the better’ Daniel Godden, Partner at Berkeley Square Solicitors’
Book Synopsis The Midwest Survival Guide by : Charlie Berens
Download or read book The Midwest Survival Guide written by Charlie Berens and published by HarperCollins. This book was released on 2021-11-16 with total page 304 pages. Available in PDF, EPUB and Kindle. Book excerpt: New York Times Bestseller A hilarious full-color guide to Midwestern culture, from comedian and journalist Charlie Berens, creator of the viral comedic series "The Manitowoc Minute" Have you ever had a goodbye lasting more than four hours? Do you lack the emotional capacity to say “I love you” so you just tell your loved ones to “watch out for deer”? Have you apologized to a stranger because she stepped on your foot? If you answered yes to any of these questions, there’s a good chance you’re a Midwesterner—or a Midwesterner at heart. Even if you answered no, you probably know someone who held the door for you from two football fields away. He likely waved at you and said, “Hey there,” like you organized the church bar crawl together. That was a Midwesterner in the wild. We understand that your interaction was strange—but it’s likely to get stranger. Don’t wait until they stick their head in your second-floor window to invite you over for a perch fry because they climbed on your roof to clean your gutters. There’s no need to pull the pepper spray; this species is helpful by nature. And the relationship could be very symbiotic—but only if you let it happen. And that’s where this book comes into play. Inspired by my comedy tours across the Midwest and life growing up in Wisconsin, this book is an exploration into my favorite region on Earth. Some may think the Midwest is just a bunch of bland flyover states filled with less diversity than a Monsanto monoculture. But scratch that surface with your buck knife and you’ll find rich cultures and traditions proving we’re more than just fifty shades of milk. So whether you’re a born-and-bred Midwesterner looking to sharpen your skill at apologies or a costal elite visiting the in-laws for the holidays, this book will help you navigate the Midwest, with everything from the best flannel looks to dating and mating rituals (yes, casserole is involved) to climbing the corporate corn silo to how to handle a four-way stop—and every backyard brat fry in between. And for those of you who don’t like reading, don’t worry—we’ve got pictures! Toss in illustrations, sidebars, quizzes, and jokes worthy of a supper club stall and The Midwest Survival Guide is just the walleye-deep look into this distinctive, beautiful, and bizarre American culture you’ve been looking for.
Book Synopsis The Medical Bill Survival Guide by : Nicholas Alan Newsad
Download or read book The Medical Bill Survival Guide written by Nicholas Alan Newsad and published by Westminster Cambridge Co. This book was released on 2010 with total page 113 pages. Available in PDF, EPUB and Kindle. Book excerpt: It does not matter how bad your financial situation seems to be, The Medical Bill Survival Guide will provide you with the knowledge to help yourself or your loved one. Medical bill anxiety is caused by miscommunications and misunderstandings. This book teaches easy, effective strategies for working with insurance companies, hospitals, doctors, and other healthcare providers.
Book Synopsis The School Psychologist's Survival Guide by : Rebecca Branstetter
Download or read book The School Psychologist's Survival Guide written by Rebecca Branstetter and published by John Wiley & Sons. This book was released on 2012-05-01 with total page 246 pages. Available in PDF, EPUB and Kindle. Book excerpt: A practical and accessible guide for helping school psychologists meet their everyday challenges In this newest addition to the Jossey-Bass "Survival Guide" series, popular blogger Rebecca Branstetter offers help for school psychologists who must often travel to multiple school sites, deal with students with severe disabilities, meet with concerned parents, and manage school crises. The book is filled with practical advice, proven strategies, and useful tools, complete with reproducible forms, letters, and checklists for busy professionals. Filled with the tools, strategies, and ideas for school psychologists who must deal with the myriad challenges of working with a diverse group of students, often in multiple locations Another book in the popular Jossey-Bass "Survival Guide" Series Rebecca Branstetter is an experienced school psychologist and popular blogger ("Notes from the School Psychologist": studentsgrow.blogspot.com) This vital resource offers a down-to-earth guide for both novice and seasoned school psychologists.
Book Synopsis The Survival Guide for Making and Being Friends by : James J. Crist
Download or read book The Survival Guide for Making and Being Friends written by James J. Crist and published by Free Spirit Publishing. This book was released on 2014-10-15 with total page 129 pages. Available in PDF, EPUB and Kindle. Book excerpt: Every kid’s must-have primer for being a good friend. Whether kids find socializing as natural as smiling or as hard as learning a new language, this book can help them improve their social skills so they can better enjoy the benefits of friendship. Practical advice covers everything from breaking the ice to developing friendships to overcoming problems and being a good friend. True-to-life vignettes, “what would you do?” scenarios, voluminous examples, quizzes to test learning, “Try This” assignments for practicing techniques, and advice from real kids make this an accessible life-skills handbook. Survival Guides for Kids Helping Kids Help Themselves® Straightforward, friendly, and loaded with practical advice, the Free Spirit Survival Guides for Kids give kids the tools they need to not only survive, but thrive. With plenty of realistic examples and bright illustrations, they are accessible, encouraging, kid-friendly, and even life-changing.
