Busy managers and customer service instructors in charge of training their customer service employees will find powerful tools and advice in "Customer Service Training 101". This inspiring, comprehens
The Brave New Service Strategy, delves into the evolution of service delivery and identifies three ways to forge links with customers: the relationship - where the customer personally knows the servic
The psychology behind truly exceptional customer service. "Good customer service might seem like a matter of attitude, but with a little knowledge of basic behavioral psychology, any service rep or t
"Cancelled flights, damaged goods, botched bills, locked-up software--these are the service screw-ups that leave customers angry, disgusted...and determined to never buy from you again! But these mad-
"To get a competitive edge in a world of commoditized service, companies have to convert their reactive, cost-oriented contact centers into predictive, engaged, revenue-generating, real-time prof
In their book Winning Behavior, Terry Bacon and David Pugh showed how great companies outperform good ones through "behavioral differentiation" -- going beyond superior products and dependable service
The fourth edition of the reference for export/import professionals is revised to include new forms and instructions, new US Customs Service checklists, and new Automated Export System procedures. It
Foley, who rose to the top from a customer service job on AOL, gives women advice and strategies for succeeding in today's economy. In telling the behind-the-scenes story of AOL's start-up days and a
In a tight market, your most powerful growth engine and your best protection from competitive inroads is this: put every thing you can into cultivating true customer loyalty. Loyal customers are less
Intended for group training sessions, this resource provides 50 activities for examining personal attitudes in the workplace, encouraging teamwork, demonstrating the difference between active and pass
