Business : Customer Service

Your company needs a call center to be competitive in the 21st century. This book is your guide to the technology, techniques, and trends in today's call centers. The Call Center Dictionary contains all the information you need to: Understand: Your boss, more...

Price: $25.95

CARE to build a customer-focused company!. Are you building enough customer loyalty in your organization? CARE Packages for Your Customers gives you 52 proven, actionable ideas for providing extraordinary service, increasing sales, and ensuring continual business success. By implementing one technique per week, you'll deliver a complete CARE package of exceptional customer service. Providing examples of each technique and tips for successful implementation, this solution-oriented tool also includes: Self-assessments, brainstorming exercises, checklists, and worksheets; Real-life examples of how companies create enhanced customer experiences; Helpful “how-to” tips on obtaining customer feedback, organizing employee focus groups, and boosting employee performance; Time-tested strategies for doing business, such as The Five Loyalty Builders and The Eleven Rules for Good Listening more...

Price: $18.95

Clued In gives you the tools to craft an outstanding customer experience, no matter what you sell, or who your customers are. Experience Engineering CEO Lou Carbone reveals the experience "clues" you're already delivering to customers, whether you know it or not. Next, he shows how to re-craft those clues into a consistent, powerful experience that can differentiate practically anything. Carbone covers the entire process, hands-on: organizing "experience design" teams... evaluating existing experiences... designing manageable clues that connect with customer desire... rolling out new experiences... and making experience both sustainable and profitable. more...

Price: $20.76

The first edition of A Complaint is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied or buried, but are instead valuable pieces of feedback that can be used to improve an organization's products and services. This new edition has been thoroughly revised and updated. There are two brand new chapters on the Internet, a new section entitled Handling Complaints Directed at You and another new section that turns the tables and discusses how the reader can complain effectively. More relevant than ever in today's constantly connected world, when customers can complain instantly, 24/7, and broadcast their dissatisfaction around the world if they choose to, throughout the text has been heavily revised, with a wealth of new examples, tools and strategies. more...

Price: $13.97

Learn the relationship-building secrets that lead to lifelong clients, repeat customers, and endless referrals. In today’s commoditized marketplace, no matter what product or service you sell, there's probably someone somewhere able to offer it cheaper, faster, and maybe even better. So how do you differentiate yourself from your competitors? The Connectors shows that the only thing that truly sets you apart is the quality of your relationships with your clients and customers. Everyone knows that relationships are important in business. Yet most people would admit that their relationships could be better—but don’t spend time working on the underlying skills. This book explains how to develop better, more profitable connections—as illustrated proven by some of the world’s most successful professionals. Even if you're not a “people person,” you can dramatically grow your business or your career through a few simple approaches to relationship-building. The Connectors presents a five-step methodology that lead to lifelong clients, repeat customers, and endless referrals. Inside, you’ll learn how to:. • Stop networking and start truly connecting. • Create an avalanche of referrals and an army of happy customers. • Become a “connector,” even if you’ve never been a “people person”. • Find your social IQ—and improve it. • Put relationship-building principles to work daily. • Focus on others and reap the rewards yourself. • Ask the right questions—and sell without selling. • Differentiate yourself through the impact you have on others. In The Connectors , Maribeth Kuzmeski, founder o more...

Price: $22.95