Customer Service Delivery taps into business, marketing, and psychological research and practices to provide a wealth of knowledge about customer service. With contributions from some of the best-know
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
Tools for pleasing even the most demanding customers A satisfied customer is a loyal customer, and in today's supercompetitive business economy few things are as crucial to a company's bottom line as
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
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
Bring up the subject of customer service phone calls and the blood pressure of everyone within earshot rises exponentially. Otherwise calm, rational, and intelligent people go into extended rants abo
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
Develop difficult-to-attain customer trust and loyalty through predictable and consistent service experienceToday's customer is a "Butterfly Customer," skeptical, not loyal to any product or company,
Customer service is the single most pressing problem for business managers and people in any service or sales operation, especially at the retail level. In fact, many experts believe that you build a
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
Service America was Dow-Jones Irwin^s best selling book in history. As the definitive book on customer service--and the first major title in the field--it helped to define the category, spurring on do
Your competitive edge in today's business environment is all about the power of loyalty. So if you want to succeed, it's time to think outside the box of traditional customer service. The Simple Truth
Part small business advice, part self-help book, the Bravo star shares her blunt yet rational wisdom, providing tips on entrepreneurship, customer service, management and women in business, and presen
This Workbook is part of a complete learning package designed for medical assisting and medical office administration students and professionals. Emphasizing the customer service aspect of the medical
He's back: the curse of customer service departments everywhere--Ted L. Nancy, letter writer extraordinaire whose imbecilic queries have a way of eliciting equally idiotic answers from some of the wor
Sales Management: Building Customer Relationships and Partnerships is designed to cover all of the basic topics in sales management while emphasizing customer loyalty, customer relationship management
Connecting readers with great books since 1972. Used books may not include companion materials, some shelf wear, may contain highlighting/notes, may not include cdrom or access codes. Customer service
The bestselling authors of Dealing with People You Can't Stand deliver proven tactics for exceptional customer serviceIn today's consumer-driven market, the first commandment is love thy customer. As
The Customer Loyalty Solution reveals how database marketing and customer relationship management initiatives are making a difference, today, for the world's leading marketers. It provides you with st
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
SAP's plant maintenance and customer service consultants introduce R/3 PM (plant maintenance) as a small but sophisticated component of the R/3 system for carrying out plant maintenance with SAP. They
Provides a step-by-step game plan for firmly planting customer relationship management (CRM) at the core of a company. Presents strategies for delivering optimal customer satisfaction and value in ev
A sales force is no better than its management--and Sales Management supplies the tools sales executives need to inspire their sales forces to increase productivity through improved customer service,
Imparts a detailed strategy focused on keeping customers and getting more of their business. Develops a management planning guide for customer retention including effective methods for service and qua
Don't ask your customers, "How is OUR service doing?"Ask them, "How are YOU doing?"Advance praise for Service Innovation: "To the CEOs of all service companies I deal with: READ THIS BOOK!" -- Dave
Whether you run your own company or work for a large corporation, establishing customer loyalty is a prerequisite for business growth. In The Customer Rules, C. Britt Beemer, a leading consumer resear
Transform your business into a customer-centric enterprise?Gain a complete and timely understanding of your customers using MDM-CDI and the real-world information contained in this comprehensive volum
"To carry out a customer-centric strategy, every company needs a customer bible like The Ten Demandments to believe in and to execute against." --Guy Kawasaki, CEO, Garage Technology VenturesThe Ten D
A proven,innovative approach to meeting customer demand Combining an intensive focus on customer/marketplace demands with innovative technology tools developed to execute demand chain planning, Manag
This indispensable resource presents a straightforward technique to evolve a customer-driven perspective from new product development in order to effectively manage the supply chain. Explains how to l
Service design is the activity of planning and organizing people, infrastructure, communication and material components of a service in order to improve its quality and the interaction between service
The world’s bestselling Lean expert shows service-based organizations how to go Lean, gain value, and get results—The Toyota Way. A must-read for service professionals of every level, this groundbreak
MANAGEMENT: MEETING AND EXCEEDING CUSTOMER EXPECTATIONS, Tenth Edition is a comprehensive survey of the principles and practices of management as they are currently being applied in the United States
The global economy is witnessing previously unseen levels of competitiveness, forcing business leaders to contend with unprecedented challenges. No longer can companies seize and hold a customer base
In Customer Experience Management, renowned consultant and marketing thinker Bernd Schmitt follows up on his groundbreaking book Experiential Marketing by introducing a new and visionary approach to m
In a series of richly detailed case studies, the authors paint vivid portraits of B2B organizations wrestling with front--burner issues such as channel complexity, customer valuation, account developm
