Creating A Customer Focused Help Desk

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Creating A Customer-Focused Help Desk

Author : Andrew Hiles, Hon FBCI, EIoSCM
Publisher : Rothstein Publishing
ISBN 13 : 1944480064
Total Pages : 271 pages
Book Rating : 4.9/5 (444 download)

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Book Synopsis Creating A Customer-Focused Help Desk by : Andrew Hiles, Hon FBCI, EIoSCM

Download or read book Creating A Customer-Focused Help Desk written by Andrew Hiles, Hon FBCI, EIoSCM and published by Rothstein Publishing. This book was released on 2016-06-01 with total page 271 pages. Available in PDF, EPUB and Kindle. Book excerpt: This volume came about as a result of the authors’ own practical experience in Help Desk operation and management and of hundreds of workshops the authors have conducted world-wide over the last fifteen years. It is intended to be a practical reference guide, but the suggestions, checklists and templates all need to be interpreted and amended in the light of the culture, technology, service maturity and constraints of each individual organization. Delegates frequently ask us: “What is the best Help Desk software package?” or “What is the best way to set up a Help Desk?” Our only response has to be “Best for whom? It all depends.” A key objective of this book is to show how and why “It all depends” and to provide readers with the best possible information on which to understand and evaluate options and to select the best - for them. If there is one thing we have learned over the last years, it is this: Good service has no history. Bad service has infinite history. Based on extensive feedback from delegates from most of the Fortune 1,000 companies who have attended courses presented through Frost & Sullivan (Europe), AIC (South Africa), Monadnock (UK), The Infomatics Resource Centre (UK), IIR (UK), Digital Equipment (UK), Logtel (South America), CEL (Asia Pacific), UPMOCL (Middle East), Finborough Seminars, as well as delegates of in-company training for organizations like Dow Europe (Switzerland), The Intervention Board, BP, Shell International Petroleum, Logica (UK), Arthur Andersen (UK), Rolls Royce (UK), Global One (Germany and USA), Caterpillar (Switzerland), GAK (Netherlands), European Commission (Belgium), Transnet (South Africa), Sun Valley (UK), Nikon Precision (UK).

Customer Mania!

Author : Kenneth H. Blanchard
Publisher : Simon and Schuster
ISBN 13 : 9780743270281
Total Pages : 220 pages
Book Rating : 4.2/5 (72 download)

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Book Synopsis Customer Mania! by : Kenneth H. Blanchard

Download or read book Customer Mania! written by Kenneth H. Blanchard and published by Simon and Schuster. This book was released on 2004-11-15 with total page 220 pages. Available in PDF, EPUB and Kindle. Book excerpt: From one of America's biggest bestselling authors and inspiring business speakers comes the key to creating a people-oriented, performance-driven, customer-first organization.

The Journey Mapping Playbook

Author : Jerry Angrave
Publisher : Walter de Gruyter GmbH & Co KG
ISBN 13 : 311064133X
Total Pages : 156 pages
Book Rating : 4.1/5 (16 download)

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Book Synopsis The Journey Mapping Playbook by : Jerry Angrave

Download or read book The Journey Mapping Playbook written by Jerry Angrave and published by Walter de Gruyter GmbH & Co KG. This book was released on 2020-10-12 with total page 156 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Journey Mapping Playbook is an accessible how-to toolkit aimed at customer experience and marketing professionals looking for ways to improve customer and employee experience. Using visualisation, templates and case studies this is a practical guide to planning, facilitating and delivering a strategic, supportive and effective journey mapping workshop. The Journey Mapping Playbook is based on the author’s real-world experience of running hundreds of journey mapping sessions. Understanding the priorities and pain points in customers’ lives is critical to achieve business success. Helping you to nurture better and more profitable customer experiences, this book will help you to: Define journey mapping Understand why it is commercially important Prioritise which journeys to focus on and how Decide who to invite and which tools to prepare Plan for an effective session Make every stage of the journey relevant and purposeful Build an ongoing programme The Journey Mapping Playbook shows you how to understand your customers better, whatever the size or sector of your business. Jerry Angrave, Founder and CEO of Empathyce, UK

That's Customer Focus!

Author : F. Ray Miller
Publisher : That's Customer Focus!
ISBN 13 : 1419686038
Total Pages : 201 pages
Book Rating : 4.4/5 (196 download)

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Book Synopsis That's Customer Focus! by : F. Ray Miller

Download or read book That's Customer Focus! written by F. Ray Miller and published by That's Customer Focus!. This book was released on 2008 with total page 201 pages. Available in PDF, EPUB and Kindle. Book excerpt: Differentiate your business by sharpening your Customer Focus or risk giving your competitors a competitive advantage.The-best-of-the-best do this. They know that the only long-term strategy that effectively creates customer loyalty, long-term profitability and which strengthens both internal service performance and productivity is a Customer-Focused strategy.This outstanding book explains what it takes to become truly Customer-Focused. It provides detailed, step-by-step instructions on what you need to do to create customer focus throughout your entire organization. We describe in detail, 12 proven 'best practices' strategies which you can learn from and use to create your own customer focus strategy and implementation plan. This book contains over 200 pages of detailed explanations, real world examples, stories and case studies as well as exercises and worksheets which have been designed to help you achieve greater customer focus in your organization, company, department or team.

How Hard Is It to Be Your Customer?

Author : Jim Tincher
Publisher : PMP
ISBN 13 : 9781941688649
Total Pages : 188 pages
Book Rating : 4.6/5 (886 download)

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Book Synopsis How Hard Is It to Be Your Customer? by : Jim Tincher

Download or read book How Hard Is It to Be Your Customer? written by Jim Tincher and published by PMP. This book was released on 2019-06-11 with total page 188 pages. Available in PDF, EPUB and Kindle. Book excerpt: Learn how to create journey maps that actually get resultsNearly two out of three journey maps fail to drive customer-focused change. Find out how to make your initiative successful, and avoid the pitfalls that doom so many others, with this authoritative new book. With insights from dozens of CX pros, extensive research, and real-world case studies and examples, How Hard Is It to Be Your Customer will help you understand why some maps drive action - leading to an improved customer experience, greater customer loyalty, and impressive ROI - while others just gather dust on a shelf.

Becoming a Customer-focused Organization

Author : Craig Cochran
Publisher : Paton Professional
ISBN 13 : 9781932828054
Total Pages : 216 pages
Book Rating : 4.8/5 (28 download)

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Book Synopsis Becoming a Customer-focused Organization by : Craig Cochran

Download or read book Becoming a Customer-focused Organization written by Craig Cochran and published by Paton Professional. This book was released on 2006 with total page 216 pages. Available in PDF, EPUB and Kindle. Book excerpt: "The customer is the sole reason organizations exist," Craig Cochran points out throughout this concise and practical book, which outlines the fundamentals of building process controls around internal and external customers' true needs. Cochran walks readers through a self-assessing customer focus inventory and from there explains how an organization can shape its processes to meet its customers' demands. Learn how to develop customer surveys that produce useful data for refining production and administrative processes. Understand the importance of customer-satisfaction training. Motivate top management to instill a customer-focused orientation throughout the organization. -- From publisher's description.

Best Practices

Author : R Hiebeler, T Kelly, C Ketteman
Publisher : Simon and Schuster
ISBN 13 : 1471109267
Total Pages : 265 pages
Book Rating : 4.4/5 (711 download)

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Book Synopsis Best Practices by : R Hiebeler, T Kelly, C Ketteman

Download or read book Best Practices written by R Hiebeler, T Kelly, C Ketteman and published by Simon and Schuster. This book was released on 2012-12-11 with total page 265 pages. Available in PDF, EPUB and Kindle. Book excerpt: For the past five years, Arthur Andersen has been gathering, sorting, and condensing data from the world-class companies it works with to compile its Global Best Practices Database. Now, for the first time, Arthur Andersen shares its understanding of how more than forty best-practices companies focus on their customers, create growth, reduce cost and increase profits. Managers of any business in any industry can adapt and apply what those companies do best. Unlike other books based merely on limited anecdotal experience, BEST PRACTICES is backed up by 30,000 pages of active, documented data on hundreds of companies worldwide. With information being the most valuable commodity in business this is both comprehensive and cutting edge - it is without peer as an information resource.

Strategic Customer Service

Author : John A. GOODMAN
Publisher : AMACOM Div American Mgmt Assn
ISBN 13 : 081441334X
Total Pages : 274 pages
Book Rating : 4.8/5 (144 download)

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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.

Amaze Every Customer Every Time

Author : Shep Hyken
Publisher : Greenleaf Book Group
ISBN 13 : 1626340102
Total Pages : 249 pages
Book Rating : 4.6/5 (263 download)

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Book Synopsis Amaze Every Customer Every Time by : Shep Hyken

Download or read book Amaze Every Customer Every Time written by Shep Hyken and published by Greenleaf Book Group. This book was released on 2013-09-03 with total page 249 pages. Available in PDF, EPUB and Kindle. Book excerpt: You must deliver an amazing customer experience. Why? It is the competitive edge of new-era business—in any market and any economy. Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All transformations require a role model, and Shep has found the perfect role model to inspire your team: Ace Hardware. Ace was named as one of the top ten customer service brands in America by Businessweek and ranked highest in its industry for customer satisfaction. Through revealing stories from Ace’s over-the-top work with customers, Shep explores the five tactical areas of customer amazement: leadership, culture, one-on-one, competitive edge, and community. Delivering amazing service requires everyone in your organization to step up and be a leader. It doesn’t take a title. It takes the right set of tools and principles. To help you empower employees at all levels, Shep brings the content to a deeply practical level. His 52 Amazement Tools—like “Ask the extra question” and “Focus on the customer, not the money”—are simple, clear, useful for almost anybody, and supported with compelling research and stories. Between these covers, you will find the tools and tactics you need to transform your company into a seriously customer-focused operation that will amaze every customer every time.

Creating a Customer-centered Culture

Author : Robin L. Lawton
Publisher : ASQ Quality Press
ISBN 13 : 9780873891516
Total Pages : 0 pages
Book Rating : 4.8/5 (915 download)

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Book Synopsis Creating a Customer-centered Culture by : Robin L. Lawton

Download or read book Creating a Customer-centered Culture written by Robin L. Lawton and published by ASQ Quality Press. This book was released on 1993 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Creating a Customer-Centered Culture shows you how to successfully apply existing traditional management tools to knowledge and service work. it teaches you to think like customers so you can implement an organizational culture transformation on your way to total quality management in a jargon-free, step-by-step way.

Customer Care Excellence

Author : Sarah Cook
Publisher : Kogan Page Publishers
ISBN 13 : 0749462574
Total Pages : 290 pages
Book Rating : 4.7/5 (494 download)

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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 290 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.

The Customer-Driven Culture: A Microsoft Story

Author : Travis Lowdermilk
Publisher : O'Reilly Media
ISBN 13 : 1492058688
Total Pages : 211 pages
Book Rating : 4.4/5 (92 download)

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Book Synopsis The Customer-Driven Culture: A Microsoft Story by : Travis Lowdermilk

Download or read book The Customer-Driven Culture: A Microsoft Story written by Travis Lowdermilk and published by O'Reilly Media. This book was released on 2020-02-24 with total page 211 pages. Available in PDF, EPUB and Kindle. Book excerpt: If you’re striving to make products and services that your customers will love, then you’ll need a customer-driven organization. As companies transform their businesses to meet the demands of the digital age, they find themselves grappling with uniquely human challenges. Organizational knowledge becomes siloed, employees move to safeguard their expertise, and customer data creates polarization and infighting between teams. All of these challenges widen the distance between the people who make your products and the customers who use them. To meet today’s challenges, companies need to do more than build processes for customer-driven products. They need to create a customer-driven culture. With the help of his friend and mentor Monty Hammontree, Travis Lowdermilk takes readers through the cultural transformation of the Developer Division at Microsoft. This book shows readers how to "hack" their culture and reduce the distance between them and their customers’ needs. It’s a uniquely personal story that’s told amidst a cultural revolution at one of the largest software companies in the world. This story acts as your guide. You’ll learn how to: Establish a Common Language: Help employees change their thinking and actions Build Bridges, Not Walls: Treat product building as a team sport Encourage Learning Versus Knowing: Help your team understand their customers Build Leaders That Build Your Culture: Showcase star employees to inspire others Meet Teams Where They Are: Make it easy for teams to to adopt vital behavior changes Make Data Relatable: Move beyond numbers and focus on empathizing with customers

Customer Centricity

Author : Peter Fader
Publisher :
ISBN 13 :
Total Pages : 128 pages
Book Rating : 4.:/5 (113 download)

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Book Synopsis Customer Centricity by : Peter Fader

Download or read book Customer Centricity written by Peter Fader and published by . This book was released on 2012 with total page 128 pages. Available in PDF, EPUB and Kindle. Book excerpt: Not all customers are created equal. Despite what the tired old adage says, the customer is not always right. Not all customers deserve your best efforts: in the world of customer centricity, there are good customers...and then there is pretty much everybody else. Upending some of our most fundamental beliefs, renowned behavioral data expert Peter Fader, Co-Director of The Wharton Customer Analytics Initiative, helps businesses radically rethink how they relate to customers. He provides insights to help you revamp your performance metrics, product development, customer relationship management and organization in order to make sure you focus directly on the needs of your most valuable customers and increase profits for the long term.

The Customer of the Future

Author : Blake Morgan
Publisher : HarperCollins Leadership
ISBN 13 : 1400213649
Total Pages : 225 pages
Book Rating : 4.4/5 (2 download)

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Book Synopsis The Customer of the Future by : Blake Morgan

Download or read book The Customer of the Future written by Blake Morgan and published by HarperCollins Leadership. This book was released on 2019-10-29 with total page 225 pages. Available in PDF, EPUB and Kindle. Book excerpt: With emerging technology transforming customer expectations, it's important to keep a laser focus on the experience companies provide their customers. Tomorrow's customers need to be targeted today! Customer experience futurist Blake Morgan outlines ten easy-to-follow customer experience guidelines that integrate emerging technologies with effective strategies to combat disconnected processes, silo mentalities, and a lack of buyer perspective. The Customer of the Future explains how today's customers are already demanding frictionless, personalized, on-demand experiences from their products and services, and companies that don't adapt to these new expectations won't last. This book prepares your organization for these increasing demands by helping you do the following: Learn the ten defining strategies for a customer experience-focused company. Implement new techniques to shift the entire company from being product-focused to being customer-focused. Gain insights through case studies and examples on how the world's most innovative companies are offering new and compelling customer experiences. Tomorrow's customers will insist on experiences that make their lives significantly easier and better. Craft a leadership development and culture plan to create lasting change at your organization!

The Real-Time Contact Center

Author : Donna Fluss
Publisher : Amacom
ISBN 13 : 0814414435
Total Pages : 241 pages
Book Rating : 4.8/5 (144 download)

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Book Synopsis The Real-Time Contact Center by : Donna Fluss

Download or read book The Real-Time Contact Center written by Donna Fluss and published by Amacom. This book was released on 2005 with total page 241 pages. Available in PDF, EPUB and Kindle. Book excerpt: "The Real-Time Contact Center" is a practical guide to building a service infrastructure that will simultaneously exceed customers' expectations and build revenues.

The Amazement Revolution

Author : Shep Hyken
Publisher : Greenleaf Book Group
ISBN 13 : 1608321061
Total Pages : 204 pages
Book Rating : 4.6/5 (83 download)

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Book Synopsis The Amazement Revolution by : Shep Hyken

Download or read book The Amazement Revolution written by Shep Hyken and published by Greenleaf Book Group. This book was released on 2011 with total page 204 pages. Available in PDF, EPUB and Kindle. Book excerpt: What is the amazement revolution? It is the culture that can drive any organisation -- from one employee to tens of thousands -- to focus completely on delivering an amazing customer-service experience. In this sequel to the Wall Street Journal best-selling book "The Cult of the Customer", Shep Hyken shares seven powerful strategies that any organisation can implement to create greater customer and employee loyalty. In a tough, competitive, and price-sensitive economy, customer service is one of the most essential tools to separate your business from the competition. These strategies work, as evidenced by the more than seventy case studies and examples that Hyken shares throughout the book. These examples provide dozens of lessons that can and should be implemented immediately. Corporate and industry clients from all over the world have tapped into the expertise of Shep Hyken. His client list is a who's who in the business world. As an author and speaker, Hyken is known for his simple and direct strategies that help his clients build successful, customer-focused organisations.

Supply Chain Strategies: Customer Driven and Customer Focused

Author : Tony Hines
Publisher : Routledge
ISBN 13 : 1136360972
Total Pages : 416 pages
Book Rating : 4.1/5 (363 download)

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Book Synopsis Supply Chain Strategies: Customer Driven and Customer Focused by : Tony Hines

Download or read book Supply Chain Strategies: Customer Driven and Customer Focused written by Tony Hines and published by Routledge. This book was released on 2004-08-18 with total page 416 pages. Available in PDF, EPUB and Kindle. Book excerpt: Supply Chain Strategies: Customer Driven and Customer Focused highlights the main challenges facing organizations wanting to select, design and implement successful supply chain strategies in an increasingly global and competitive environment. The text features discussion questions at the end of each chapter to promote learning, and numerous industry examples to ilustrate key concepts within chapters. Each chapter discusses the issues in relation to previous literature, contemporary practices and the lesson to be learned from different industries where successful management of supply chains has improved organizational and industry level profitability. The text includes a number of industry examples, thereby giving a wide-ranging approach to the topic.