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Fact #1
Outstanding service tempts customers to:
• Spend more
• Come back more
• Be confident in referring your business to others
Fact #2
Your employees are the key drivers of your customers' experience.
In this book, Caroline guides you through the stages to developing a true service culture and creating your own Service Superstars.
"It's the experience you create for customers that gets remembered"
82) Customer Magic – The Macquarie Way: How to Reimagine Customer Experience to Transform Your Business
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Description
It takes a special kind of magic for a challenger brand to achieve seemingly impossible customer-centric results. It' s that magic that makes Australian telecommunications company Macquarie Technology world leaders in award-winning customer experience. Joseph A. Michelli – the bestselling author of books about brands renowned for their stellar service and outstanding growth, such as The Ritz-Carlton, Mercedes-Benz and Starbucks –...
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Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can promise. Building on seven years of research on service quality, they construct a model that, by balancing a customer's perceptions of the value of a particular...
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As a customer, we've experienced both helpful and heartless customer service. Customers complain when they feel unheard or there is a lack of empathy from a representative. Guess whose voice is loudest, happy or dissatisfied customers? What if you could provide exceptional service to even the most challenging customers? Reduce customer complaints by using our caring customer service model to truly listen to and understand your customers from the beginning....
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National Customer Service Association President and CEO C. William Crutcher delivers another comprehensive guide to exceptional customer service, this time tailored specifically for frontline personnel. Maximizing Customer Loyalty combines 25 years of expert-led training in the fields of customer service, organizational planning, and leader development to guide service providers in any industry to create customers for life. This book leaves no facet...
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Goodbye, old-school branding. Hello, innovation.
As much as traditional branding may flinch at the idea, the great brands emerging today are no longer being developed by a "brand genius" on the 40th floor of a Madison Avenue high rise.
Today, great brand development isn't about genius, it's about the discovery of value.
The Lean Brand is the first book to apply lean principles to the marketing black box of branding empowering innovators to experiment...
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Introducing "The Art of Networking With People": Master the Skill That Unlocks Boundless OpportunitiesAre you ready to unlock the secret to success in both your personal and professional life? Look no further than "The Art of Networking With People." This comprehensive eBook is your guide to mastering the skill that has the power to transform your world.In today's interconnected world, networking has become an essential tool for growth and advancement....
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Description
Company trainers work hard to develop employee skills that positively affect the business. Take advantage of our ready-to-use customer service lesson that helps drive the right behaviors to support both the needs of your customers and your company. Use our CARES Model to institute best practices that increase customer satisfaction. Teach others how to turn challenging customer situations around for positive, productive results.
This trainer guide...
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Revive the Heart of Business: Cherished Lessons from the Aisles of Tradition
Step through the quaint bell-clad door of memory lane and into the bustling aisles of a time-honored corner grocery store, where the scent of fresh produce and the warmth of genuine customer care lingered in the air. 'Corner Grocery Store Principles' is not just a book; it's a treasure chest of timeless wisdom, woven from the very fabric of family legacy and entrepreneurial...
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Customer service is often forgotten, but it's crucial for maintaining a healthy business. In this book, I will provide a step-by-step guide to customer service that will set your employees up for success from the beginning. I'll go over everything from how to hire the appropriate people, what they need to know before they start their job, and how to properly mentor them once they're onboard. By the end of this book, you'll have an employee team that...
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Significantly improve customer attraction, acquisition, and retention with this groundbreaking six-step program for creating exceptional customer relationships. Follow this formula and your customers will follow you!
While many customer service books discuss customer loyalty, the concept of customer imprinting has never been introduced into the customer service conversation-until now. Customer Relationship Imprinting reveals why some businesses have...
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Nobody likes cold calls. And nobody really needs to make them. The Referral of a Lifetime teaches a step-by-step system that will allow anyone to generate a steady stream of new business through consistent referrals from existing customers and friends and, at the same time, maximize business with existing customers. Through an entertaining fictional story, Tim Templeton emphasizes the importance of applying the Golden Rule in business-building an...
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Can serving others be addictive? If so, who's the one that's addicted? The customer or the service provider? This book will show how the service provider can transform their routine from a JOB to a passion and addiction. This handbook is designed to be a quick read with easy-to-understand principles and practical suggestions for elevating their service to gold standard levels. Whether the reader is new to providing customer service OR they are an...
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Do you lose customers about as fast as you gain them?
It doesn't have to be that way.
Customer service isn't a once-and-done effort. It takes ongoing work to truly meet your customers' expectations. In Sticky Customer Service, unearth practical, action-oriented insights to help you turn customer service from an embarrassing weakness into a business strength.
With over three decades of business and entrepreneurial experience, Peter Lyle DeHaan,...
95) Emotional Intelligence Training for Sales Success: Learn How to Sell and Sales Leadership by Appl
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Description
Don't Ever Want to Lose Out On Achieving Super Success In Sales On Account Of Poor Training For Leveraging Emotions For Successful Selling? Then Read On.
Are you one of those people who find it difficult to cope with your surging emotions when it comes to crunch situations in sales? Do you feel that your sales career would change considerably for the better if you could improve your interpersonal skills? Have you always been awed at the site of some...
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In today's fast-paced world, it's tough to find the time to read. But with Joosr guides, you can get the key insights from bestselling non-fiction titles in less than 20 minutes. Whether you want to gain knowledge on the go or find the books you'll love, Joosr's brief and accessible eBook summaries fit into your life. Find out more at joosr.com. What does it mean to deliver happiness, and how did the CEO of Zappos use this technique to help create...
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The Mad Clientist distilled 14,000 in-depth interviews with top executives into 26 pithy, pointed actions for you to start using today. Spend just 26 minutes with The Mad Clientist and his ABCs of Client Service and improve your client service immediately. An unconventional look at a serious topic, The Mad Clientist, a.k.a. Michael B. Rynowecer, shows you how to deliver superior client service-from the client perspective. Based on more than 25-years...
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The Comprehensive Guide to Customer Service For The 21st Century Even the most successful companies need their customers happy and to keep coming back for more. Whether you re just starting your business and want to lock up great customer service procedures, or you re an established company looking to revamp your customer service to answer new market needs, Extra Mile is the resource for you. Unlike other books that are brimming with irrelevant and...
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If your growth depends on attracting and retaining the right kind of people, this little book is for you. The Ideal Client Experience will literally save your business. It will create stable customer growth. It will increase retention of clients and team members. It will make you happy. Why? Because you love your people, and you never want to drop the ball again.
Whether your client experience travels for a few seconds on the internet or for a lifetime...
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There are plenty of hurdles to overcome running a small business. It may have excellent products and services, investment capital, and an ideal location, BUT, if its brand is lackluster or nonexistent, success will be that much harder to attain.
Your small business' brand is more than its logo, look, and colors. It emanates from the mindsets, attitudes, and behaviors of anyone and everyone involved in it. And, since success depends on its brand reputation,...
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