Fanatically Relentless Customer Service

Remember the good old days when you called a company and a real person actually answered the phone? When a customer service rep actually followed through on their promise? When you walked up to a serv

Becoming a great customer service manager requires a mastery of skills beyond those needed by frontline employees. Filled with the same accessible, step-by-step guidance as Customer Service Training 1

Fast answers for busy readers responsible for ensuring great customer service. Delivering top-of-the-line customer service is Job #1 for most companies, an important factor in keeping prof

The classic customer service book with over half a million copies sold, now updated! With so many choices available to them, today's customers are smarter and more demanding than ever befo

"The social customer is your NEW customer. And if you don’t recognize it, they will be someone else’s new customer. Adam Metz presents a clear, concise game plan for attracting them, connecting with t

You can’t ask for more than efficient, effective operations.Or can you?Given today’s business landscape—increasing customer demand, global competition, lower trade barriers—being good isn’t enough. Th

Deliver Valuable Service to a New World of CustomersAs the economy globalizes, customers are becoming more and more diverse making your job harder than ever. Regardless of differences in values, age,

Your business success is now forever linked to the success of your customersCustomer Success is the groundbreaking guide to the exciting new model of customer management. Business relationships are fu

Build Customer Relationships and Win Big Revenue!“Unbreakable relationships are crucial to success in business. Lou Imbriano captures what it takes to forge the kind of deep credibility that encourage

In Voice of the Customer Marketing, Ernan Roman, the award-winning marketing guru who created the IDM (Integrated Direct Marketing) and Opt-in marketing methodologies shows you a proven, step-by-step

What Happened to Customer Service is a first hand experience into the world of retail. Customer Service is not what it may seem...neither is the "lack" of Customer Service. This book is written by a 2

The market-leader, Customer Service: A Practical Approach, Sixth Edition,goes beyond providing reasons why customer service is important to defining proven methods for creating customer service excell

Branded Customer Service breaks new ground with an assertion that brand equity is built not just through advertising and public relations, but also through the human exchange of customer service. Cust

In twenty years behind the till in The Bookshop, Wigtown, Shaun Bythell has met pretty much every kind of customer there is - from the charming, erudite and deep-pocketed to the eccentric, flatulent a

Cruella De Vil is the perfect villain: stylish, witty, relentless...and possibly cursed. From her lonely childhood, to her iconic fashion choices, to that fateful car crash (you know the one), Cr

Lone Survivor meets Marley & Me in this “inspiring and very moving” (Bear Grylls, host of the hit TV show Man vs. Wild) memoir of an extraordinary service dog whose enduring love brought a

Kick your bad habits—and CLOSE MORE SALES! “I love this book, especially the importance of empathy—care enough about what you are selling to personalize its value to your customer!”—Jim Farley, VP Glo

Turn common objections into BIG OPPORTUNITIES!It costs too much… We're switching to overseas vendors… Let me think about it… NO!You can do one of two things when a customer is reluctant to buy: You ca

Do you sell products or services? It doesn't matter: What you're really selling is customer profit. You help your customers and clients make profitable business decisions, and you are both rewarded wi

It is a big day at Cam?s school. The governor, who is running for president, is visiting for the dedication of a new library. Police officers, Secret Service agents, photographers, and news reporters

"Val and Don Feigenbaum's no nonsense, engineering-based approach to quality has allowed us to make a threshold reduction in failure costs with resulting improvement in customer satisfaction and botto

《Indispensable》提出企業如何從「可替代」轉為「不可或缺」的五步策略。當市場競爭使產品同質化、價格成為唯一差異時，作者 Joe Calloway 以實際案例說明，如何透過「五大驅動力」（The Five Drivers）建立顧客忠誠與品牌優勢。本書深入探討持續推動力、穩定可靠的表現、與顧客保持連結、創造整體體驗、以及在市場中激發魅力。書中結合訪談與案例分析，提供可即時應用的行動建議，適合企業領導者與行銷管理者思考如何讓品牌成為顧客生活的一部分。A five-step strategy for turning a commodity into a necessityWhen products and services become interchangeable, price becomes the ultimate determinant for consumers. Indispensable shows businesses how to break out of that cycle by using The Five Drivers-a strategy that takes companies to the next level of performance. Renowned business consultant Joe Calloway looks at how real companies have made their product or service "mission critical," and satisfied customers in the process.Indispensable goes straight to the heart of the issue and reveals how successful companies-of any size, in virtually any manufacturing, selling, or service endeavor-achieve market leadership through The Five Drivers of fierce customer loyalty. Indispensable shows readers how to:* Creat

"I’ve always said that education without execution is just entertainment – and Lior illustrates this beautifully in his book. It is important to learn HOW to implement a successful Customer focus strategy and you need knowledge and process to do it well. Read this book and learn."--Tim Sanders, Author of "Love is The Killer App" "Lior brings original thought to the world of business, ideas drawn from reality, based on solid observations with the clear objective of helping people make money. Read this and profit."--Jerry Vass, Author of "Soft Selling in A Hard World" and President Vass Consulting "You might not like this book. It's not filled with easy shortcuts and feel-good platitudes. BUT, when you're ready to walk the walk and not just talk the talk) about treating your customers right and growing your business, Lior's book is a fine place to start down that rarely-followed, very profitable path."--Seth Godin Author, Purple Cow & Free Prize Inside "Lior Arussy is a true customer

Grafton Whyte introduces and explores a new academic theory for customer service delivery for Africa, aimed at addressing issues of poor customer service and poor service delivery.The V-Model of Servi

Recipient of the 217 Textbook & Academic Authors Association's Textbook Excellence Award, Customer Service Skills for Success by Robert W. Lucas is the top-selling customer service textbook in the

Good customer service may be seen as a crucial asset for most organisations. But how do you know that you are delivering good customer service both externally and internally and, more importantly, del

Customer Service: Career Success through Customer Loyalty, 6e provides a systematic process for building service skills that all business people need. Presented in a friendly, conversational manner, t

Providing great customer service in healthcare is an ongoing challenge.This short book is a terrific guide to customer service essentials for front line staff. Rich with interactive exercises and self

Master the exceptional customer service skills that are most important in all types of organizations today with the powerful, practical presentation in THE WORLD OF CUSTOMER SERVICE, 3rd Edition. This

Not the Same Old Customer Service Textbook Customer Service: Skills for Success uses a variety of activities and example to gain and hold readers’ interest while providing additional insights into the

10 Steps to Successful Customer Service is an essential key practice check up designed to help both front line customer service professionals and their managers' maintain focus on creating satisfied,

Over the past decade organizations have faced relentless customer demand for better value at less cost, individual customization, greater choice, faster delivery, higher quality, exceptional service,

101 Ways to Improve Customer Service provides a variety of training and development interventions that can be put to use right now with frontline service employees. Your customer service representativ

"From seasoned veterans to first-timers, any instructor, trainer, manager, consultant, or coach charged with improving customer service will find The Customer Service Activity Book a powerful resource

THE FIFTH GEORGE SMILEY NOVELA mole, implanted by Moscow Centre, has infiltrated the highest ranks of the British Intelligence Service, almost destroying it in the process. And so former spymaster Geo

This authoritative and comprehensive title is designed to enhance best clinical practices for all healthcare providers who care for military service personnel and veterans. The book is organized into

The Pied Piper pipes a village free of rats, and when the villagers refuse to pay him for the service, he pipes away their children as well.

The hotly anticipated sequel to the erotic sensation S.E.C.R.E.T.., where women’s sexual fantasies become reality Still wounded from a recent heartbreak, Cassie Robichaud throws herself into service w

Brilliantly evoking the long-vanished world of masters and servants portrayed in Downton Abbey and Upstairs, Downstairs, Margaret Powell’s classic memoir of her time in service, Below Stairs, is the r

For Drucker, management was a moral force, not merely a tool at the service of the amoral market . . ."Maciariello and Linkletter provide a very thoughtful and challenging journey in understanding Dru