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Surviving Customer Service
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Book Synopsis Surviving Customer Service by : Chris Zell
Download or read book Surviving Customer Service written by Chris Zell and published by Lulu.com. This book was released on 2008-08-22 with total page 94 pages. Available in PDF, EPUB and Kindle. Book excerpt: Surviving Customer Service is the preeminent book of it's kind. Being the only makes that designation easier. Chris Zell has condensed years of customer service experience into a tome that lays out what to expect once you cross the portals into the world of customer service. Turns out, not much. In a land filled with back-stabbing workers, ineffective management, uncaring corporations and the slime that keeps this netherworld together, customers, you should enter with your eyes open, heart pre-hardened, and liver prepared for serious post-work drinking. Zell gives you the weapons to navigate through the soul-sucking landscape that you will long to escape. He'll tell you how to deal with managers (treat them like mushrooms - keep 'em in the dark, feed 'em shit); co-workers (create a fake identity because if they find out who you are the real trouble begins); and customers (have you played the 'Why?' game with a kid? They're that annoying).
Book Synopsis Surviving Customer Service by : Donovon Jenson
Download or read book Surviving Customer Service written by Donovon Jenson and published by . This book was released on 2017-03-29 with total page 144 pages. Available in PDF, EPUB and Kindle. Book excerpt: I have a few questions for you. Are you miserable at work every day? What are you getting out of your job? Have you seen promotion opportunities open for you? Do you have good relationships with coworkers? How often are you stressed out, even after you get home? Does feedback from your boss make you feel proud, or frustrated? I fully understand those frustrations, and, having been through all of them and more, I want to help. By sharing the principles I've learned in customer support roles, hopefully I can cut your learning curve and increase job satisfaction. In addition to sharing actionable insights on how to improve in your role, this book includes sections poking around important, personal questions. Why even care about your customer service job? What can you gain from these jobs? How do you benefit from giving a full effort? I bet many of you are leaving opportunities on the table and wasting your valuable time just like I did when I first started. This book contains the same advice I'd give to my younger siblings, a new coworker, or a stranger on the street. I've done everything I can to refine my ideas and present them in a simple yet impactful way. I've illustrated the concepts using a mix of personal experience, thought experiments, and logic, to give you multiple perspectives. Between these varied styles, I'm confident you'll gain at least a few valuable insights as you move forward in customer service.
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.
Download or read book Customer Service written by Myles B. Pang and published by . This book was released on 2009-03 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: How do you keep your pride while being ordered around? How do you serve people and feel like a worthwhile person? How do you keep your integrity when you are forced to be nice to "nasty" people? Customer Service: How to Survive it is a philosophy. It is not "The A-Z" of customer service. It is written from the perspective of the customer service representative from someone who played this role for over 15 years. The goal of this book is to return to you your self respect and your integrity while working in a field where both of those often take a regular beating. With a return of your self-respect you will also experience an increase in respect and empathy for those that you serve resulting in a much happier experience for all.
Book Synopsis How to Survive Working in the Customer Service Industry by : Susan Leigh Zeitler
Download or read book How to Survive Working in the Customer Service Industry written by Susan Leigh Zeitler and published by CreateSpace. This book was released on 2013-07-09 with total page 30 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this guidebook, you will recognize many instances of your workday. I hope to help you with some tips that I have learned over the last twenty-seven years of my being in the public service industry. Some tips of what to do and other tips of what you really shouldn't do. This guide book/work book should be given to all new employees as well as current ones.
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:
Download or read book Ask a Manager written by Alison Green and published by Ballantine Books. This book was released on 2018-05-01 with total page 306 pages. Available in PDF, EPUB and Kindle. Book excerpt: From the creator of the popular website Ask a Manager and New York’s work-advice columnist comes a witty, practical guide to 200 difficult professional conversations—featuring all-new advice! There’s a reason Alison Green has been called “the Dear Abby of the work world.” Ten years as a workplace-advice columnist have taught her that people avoid awkward conversations in the office because they simply don’t know what to say. Thankfully, Green does—and in this incredibly helpful book, she tackles the tough discussions you may need to have during your career. You’ll learn what to say when • coworkers push their work on you—then take credit for it • you accidentally trash-talk someone in an email then hit “reply all” • you’re being micromanaged—or not being managed at all • you catch a colleague in a lie • your boss seems unhappy with your work • your cubemate’s loud speakerphone is making you homicidal • you got drunk at the holiday party Praise for Ask a Manager “A must-read for anyone who works . . . [Alison Green’s] advice boils down to the idea that you should be professional (even when others are not) and that communicating in a straightforward manner with candor and kindness will get you far, no matter where you work.”—Booklist (starred review) “The author’s friendly, warm, no-nonsense writing is a pleasure to read, and her advice can be widely applied to relationships in all areas of readers’ lives. Ideal for anyone new to the job market or new to management, or anyone hoping to improve their work experience.”—Library Journal (starred review) “I am a huge fan of Alison Green’s Ask a Manager column. This book is even better. It teaches us how to deal with many of the most vexing big and little problems in our workplaces—and to do so with grace, confidence, and a sense of humor.”—Robert Sutton, Stanford professor and author of The No Asshole Rule and The Asshole Survival Guide “Ask a Manager is the ultimate playbook for navigating the traditional workforce in a diplomatic but firm way.”—Erin Lowry, author of Broke Millennial: Stop Scraping By and Get Your Financial Life Together
Download or read book Customer Service written by Corrin Kunka and published by . This book was released on 2021-03-03 with total page 124 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book helps us understand the importance of customer service to the sustainable development of our business. Here are the main contents of the book: PART ONE: DEFINE IT Chapter 1: Customer Service Defined Chapter 2: How Customer Service Helps Your Business Chapter 3: The 5% Bump PART TWO: UNDERSTAND IT Chapter 4: Customer Service Foundations Chapter 5: Rules to Play By Chapter 6: Loyalty vs. Satisfaction Chapter 7: The #1 Reason Chapter 8: Customer Service Myths - Busted! Chapter 9: Customers Service Killers Chapter 10: Getting Better or Getting Worse. There is No Neutral. Chapter 11: The 3 Fs (Back to the Basics) PART THREE: DELIVER IT Chapter 12: Employee Relationships (don't mess this up) Chapter 13 It All Has To Be Right Chapter 14: The Art of Making Things Right Chapter 15: Enthusiasm and a Positive Mental Attitude Chapter 16: Smile Chapter 17: Make the Customer Say AND - not BUT Chapter 18: Overly Friendly Chapter 19: Manners Matter Chapter 20: Commit to Compliments Chapter 21: Avoid The "NO" Chapter 22: Bookend the Experience Chapter 23: Go the Extra Mile Chapter 24: Put Yourself in Your Customers' Shoes and Look Through Their Eves Chapter 25: Anticipation Chapter 26: Strategies for Implementing CONCLUSION
Book Synopsis What's the Secret? by : John R. DiJulius, III
Download or read book What's the Secret? written by John R. DiJulius, III and published by John Wiley & Sons. This book was released on 2011-01-07 with total page 337 pages. Available in PDF, EPUB and Kindle. Book excerpt: What's the Secret? gives you an inside look at the world-class customer service strategies of some of today's best companies. You'll learn how companies like Disney, Nordstrom, and The Ritz-Carlton get 50,000 employees to deliver world-class customer service on a consistent basis- and how your company can too. Packed with insider knowledge and a wealth of proven best practices, author John DiJulius will show you how your company can emulate the world's best customer service providers.
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:
Book Synopsis The Nordstrom Way to Customer Experience Excellence by : Robert Spector
Download or read book The Nordstrom Way to Customer Experience Excellence written by Robert Spector and published by John Wiley & Sons. This book was released on 2017-10-03 with total page 231 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Top Ten Business Books For 2017" - Forbes The fully revised and updated edition of the classic book about Nordstrom's extraordinary customer service In this new edition of the management classic, the authors explore in-depth the core values of the culture that have made Nordstrom synonymous with legendary customer service. These essential values have enabled Nordstrom to survive and adapt to dramatic market shifts regularly since 1901, and the new edition explains how the Nordstrom approach can be emulated by any organization—in any industry—in every corner of the world. This is not a book about selling shoes or clothes or cosmetics or jewelry. It is a book about how underlying values such as respect, trust, compensation and, even fun, are the building blocks of a culture where employees are empowered to consistently deliver a world-class experience to customers. Nordstrom believes that the employee experience determines the customer experience, and that when you attract and reward people who are comfortable in a service-oriented culture, then everyone succeeds—both individually and collectively. No wonder Nordstrom is one of only five companies to make Fortune's "Best Companies to Work For" and "Most Admired" lists every year since those surveys have been taken. With new interviews from senior Nordstrom executives and family members, the book explains how to successfully respond to today's tech-savvy, time-crunched customers who demand a convenient, seamless, painless, personal experience across all channels. Nordstrom gives its frontline people all the digital tools necessary to satisfy the customer—and your organization must do the same, if it wants to adapt. The authors show what it takes to earn brand loyalty, lead through change and uncertainty, and combine extraordinary brick-and-mortar with online experiences. 'The single most important reason we try to provide great service is this: It enables us to sell more,' says co-president Blake Nordstrom, great-grandson of the founder. 'The best way for our company to achieve results is to do what's best for the customer.' In this book, readers will find: Suggestions for becoming the Nordstrom of your industry The ten values that define a customer-driven culture Lessons for providing superior service and experience across all channels
Book Synopsis Creating and Sustaining a Superior Customer Service Organization by : James Poisant
Download or read book Creating and Sustaining a Superior Customer Service Organization written by James Poisant and published by Bloomsbury Publishing USA. This book was released on 2001-10-30 with total page 188 pages. Available in PDF, EPUB and Kindle. Book excerpt: Poisant reveals the secrets of superior customer service organizations. He redefines the role of management and organizations, taking the reader on a journey and discovering the true nature of superior managers and organizations. Those in management positions who seek to understand how to better motivate their employees and better serve their customers will find the answers they are searching for in these pages. Managers will relearn nearly everything they have been taught about the profession of management. Redefining the criteria of power and success, Poisant supplies a blueprint for survival in a competitive environment. Anyone charged with the management of others will find the approach valuable, as will students and scholars of management.
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 No Asshole Rule by : Robert I. Sutton
Download or read book The No Asshole Rule written by Robert I. Sutton and published by Business Plus. This book was released on 2007-02-22 with total page 166 pages. Available in PDF, EPUB and Kindle. Book excerpt: The definitive guide to working with -- and surviving -- bullies, creeps, jerks, tyrants, tormentors, despots, backstabbers, egomaniacs, and all the other assholes who do their best to destroy you at work. "What an asshole!" How many times have you said that about someone at work? You're not alone! In this groundbreaking book, Stanford University professor Robert I. Sutton builds on his acclaimed Harvard Business Review article to show you the best ways to deal with assholes...and why they can be so destructive to your company. Practical, compassionate, and in places downright funny, this guide offers: Strategies on how to pinpoint and eliminate negative influences for good Illuminating case histories from major organizations A self-diagnostic test and a program to identify and keep your own "inner jerk" from coming out The No Asshole Rule is a New York Times, Wall Street Journal, USA Today and Business Week bestseller.
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 Surviving Your Serengeti by : Stefan Swanepoel
Download or read book Surviving Your Serengeti written by Stefan Swanepoel and published by John Wiley & Sons. This book was released on 2011-02-04 with total page 86 pages. Available in PDF, EPUB and Kindle. Book excerpt: Praise for SURVIVING YOUR SERENGETI "One of a kind. You'll actually know more about yourself after you read this book." KEN BLANCHARD coauthor of The One Minute Manager® and Leading at a Higher Level "Beautifully illustrates nature's basic survival strategies and how they help you create a sense of meaning and purpose." SUSAN SCOTT New York Times bestselling coauthor of Fierce Conversations 7 Questions This Book Tackles 1. Are you experiencing a challenge that you wish to overcome? 2. Do you want to discover your hidden survival skills? 3. Do you have a goal you have yet to achieve? 4. Would you like to discover your instinctive strengths? 5. Can you benefit from problem-solving thinking? 6. Do you know someone who has potential to excel? 7. Are you looking for a positive message to share?
Book Synopsis Going Above and Beyond by : Katharine C. Giovanni
Download or read book Going Above and Beyond written by Katharine C. Giovanni and published by Newroad Publishing. This book was released on 2009-08 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Whether for a business owner or an employee, this guide will show how to offer concierge-level customer service that will provide an edge in today’s competitive business world. From interviews with top concierges to helping review nonverbal cues and body language, the information presented will help polish a professional image, refine communication skills, and teach the core beliefs and values that lead to extraordinary customer service.
