Business : Customer Service

Customer advocacy' means becoming a faithful representative of your customers' interests. This book covers the 'pyramid' of customer advocacy: starting with TQM and customer satisfaction initiatives, and moving on to advocacy techniques built on trust. It identifies lessons for earning customer trust, keeping it, and profiting from it. more...

Price: $22.36

This comprehensive guide to handling confrontation in the business environment provides tips on how to use de-escalation techniques, including stance and body language; how to read and interpret signals that lead to aggression; and how to handle irate customers. more...

Price: $17.99

A survey of information systems research on electronic customer relationship management (eCRM). This book provides frameworks taken from cases and applications in this field. Each chapter takes a collaborative approach that goes beyond the analytical and operational perspectives, and stresses integration with other enterprise information systems. more...

Price: $149.00

“This is a book that will help anyone who deals with customers. It is a wonderful blend of wisdom and insight that deals with the everyday relationships between the customer and service representative.”. Joe Breniser, President. Creative Training Institute “An insightful look as to why customers don’t always receive first class service and how we all like to be treated.” Jerry Drake, Business Manager. Liquid Control Corporation “An exceptional Tool Kit‚ that is a must for every employee in an organization that has communications with customers. Professional, insightful, real-life responses to everyday customer service situations. Enjoyable, funny, easy to read handbook that puts the customer at the center of your organization.” Diane Erickson, Director of Special Projects. Danner Press. This book is for any company, business, or organization that deals with customers and has a passionate desire to survive. We’ve all been customers ourselves, and we’re tired&emdash;tired of inadequate service, a lack of concern, and a take-it-or-leave-it attitude. We’re tired of being told everything under the sun except that which we long to hear, “How may I help you?” followed by the appropriate action. This book is about excuses we both hear and use for not giving excellent customer service and how to shoot those excuses down. Excuses are those obstacles we ourselves&emdash;employees in the service industry&emdash;create for not doing those things we have an inherent responsibility to provide the customer with: excellent professional service in a caring, friendly, and consistent manner. What is offered here are the excuses we use far too often, and more importantly, what we should say and do instead, because there are no excuses for not delivering excellent customer service!. Selected Contents: Delivering Excellent Customer Service; Practice the Golden Rule; Check Out Your Work Environment; Be a Master more...

Price: $9.95

This book is an advanced explanation of the state-of-the art in Context-Aware Services. The authors describe and characterize this type of service as well as the specific service dimension that is, 'context'. more...

Price: $100.00