Customer Care Excellence
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Customer Care Excellence
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Author : Sarah Cook
language : en
Publisher: Kogan Page Publishers
Release Date : 2008
Customer Care Excellence written by Sarah Cook and has been published by Kogan Page Publishers this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008 with Business & Economics categories.
Emphasizing both strategic and practical aspects of customer care, this work explains how gaining customer commitment and motivating employees to deliver an excellent service at all of a company's touch points can ensure successful results and satisfied customers.
Achieving Excellence Through Customer Service
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Author : John Tschohl
language : en
Publisher: Best Sellers Publishing
Release Date : 1996
Achieving Excellence Through Customer Service written by John Tschohl and has been published by Best Sellers Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 1996 with Business & Economics categories.
Promotes the theory that superior customer service leads to a superior business organisation
The Six Principles Of Service Excellence
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Author : Theo Gilbert-Jamison
language : en
Publisher:
Release Date : 2005-08
The Six Principles Of Service Excellence written by Theo Gilbert-Jamison and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2005-08 with Business & Economics categories.
The book was written for four of my grandchildren, Lauren, Ryan, Andrew, and Rachel McCleary. The first chapter was written on a whim to thank Lauren for inviting me to a chocolate party at her school. She loved the story. Her mother insisted that I write a short story for each child. Considering the task, and after much thought, I decided to continue Lauren's story and include her siblings in the adventure. With no intention of writing a long story, I found, as one chapter followed another, it seemed to have a life of its own. Chapters were given to the children as they were written. Whenever I visited the McCleary children, they would meet me at the door with, "Granddaddy, do you have another chapter?" Family, friends and other children, read and loved the story and encouraged the author to publish it. The author has written 2 sequels, THE TROLLS FORTRESS and THE QUEST FOR THE MAGIC WAND. The story is filled with high adventure involving the children with fairies, elves, giants, trolls, dwarfs, seers, wizards, witches, talking animals, and magic charms. The children are brave, clever, and resourceful. Routinely, the reader is left in suspense, waiting to see how a difficult situation in one chapter is resolved in the next. This book is suitable to read to young children ages six and older.
Making Customers Count
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Author : David Clutterbuck
language : en
Publisher:
Release Date : 1991
Making Customers Count written by David Clutterbuck and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1991 with Consumer satisfaction categories.
Making Customers Count started as a collection of case studies of companies which had introduced programmes of customer care. But what began as an attempt to identify best practice rapidly became an intensive study of why the majority of customer care schemes go wrong and most importantly, how to ensure that schemes do succeed.
The Nordstrom Way To Customer Service Excellence
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Author : Robert Spector
language : en
Publisher: John Wiley & Sons
Release Date : 2012-02-07
The Nordstrom Way To Customer Service Excellence written by Robert Spector and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-02-07 with Business & Economics categories.
The Nordstrom Way shows the direct link between empowering your employees and creating a long-term relationship with your customers. More businesses should follow Nordstrom's example. —Howard Schultz, Chairman, Starbucks Coffee Virtually every company wants to be the Nordstrom of their industry. Nordstrom is one of only five companies to make Fortune's "best companies to work for" and "most admired" list every year the surveys have been taken. Despite its position in the hard-hit retail sector, Nordstrom, with 193 stores in 28 states, never experienced a quarterly loss during the recent economic downturn. The Nordstrom Way to Customer Service, Second Edition explains what every business can learn from the world's most famous customer-service-driven company. New material in this revised edition includes: "How To Become The Nordstrom Of Your Industry" Tools for creating a customer-driven culture Chapters on Nordstrom's online customer service and the innovative social commerce features of its website Breakthroughs on Nordstrom's multi-channel approach to customer service Nordstrom follows a set of principles that has made it a leader in its industry. Discover what endears Nordstrom to its customers, and learn how to apply those same standards to your company.
Service Excellence
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Author : Ruth N. Bolton
language : en
Publisher: Business Expert Press
Release Date : 2016-04-18
Service Excellence written by Ruth N. Bolton and has been published by Business Expert Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-04-18 with Business & Economics categories.
The Customer Experience is the sensory, cognitive, emotional, social and behavioral dimensions of all activities that connect the customer and the organization over time across touch points and channels. It encompasses all activities involving the customer where the organization is the focal object, including pre-purchase activities (such as exposure to a website ad), and purchase, consumption, and engagement behaviors (blogging, sharing photos). This book analyzes the challenges of creating excellent customer experiences, including the management of technology and new media. It describes how customers co-produce and co-create their experiences, and how these activities influence business revenues and costs. The book takes a deep dive into the psychology of customers, revealing the conceptual building blocks of customer experiences and how they build relationships over time. These ideas provide a business perspective on how to manage relationships with customers to generate cash flows and profitability, including the role of pricing.
Happy About Customer Service
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Author : Ken Welsh
language : en
Publisher: Happy About
Release Date : 2008
Happy About Customer Service written by Ken Welsh and has been published by Happy About this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008 with Business & Economics categories.
Welsh sets the framework for anyone anywhere to develop a level of customer service excellence which will differentiate any business from its competition.
Customer Management Excellence
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Author : Mike Faulkner
language : en
Publisher: John Wiley & Sons
Release Date : 2003-03-28
Customer Management Excellence written by Mike Faulkner and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003-03-28 with Business & Economics categories.
CRM today is much like BPR in the 1990s. It is the strategy of the 21st century. Everyone is jumping on the bandwagon, but few are doing it in a way that will reap long-term benefits. And while billions are being spent worldwide, as yet there is not one case study of a true CRM focused company that is achieving major business success. Why? Three years ago Quest Media introduced the National Customer Service Awards. The philosophy was to research, recognise and reward organisations that were pushing the barriers of customer management to new limits. Written by the editor of Customer Management magazine, this book draws on Quest's research to reflect the current thinking behind today's front-runners in the customer management field. The authors challenge accepted thought processes and give realistic timeframes for implementing the innovative thinking that will produce tomorrow's Customer Management Excellence. * An 'all you need to know about customer management' handbook - draws on the authors' vast experience to help unravel this complex topic * Provides case studies and examples of organisations that are award-winners in their innovative customer management techniques * Includes a glossary of terms and checklists to help readers benchmark their own progress in implementing successful customer management
Customer Care Excellence
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Author : ProQuest
language : en
Publisher:
Release Date : 2008
Customer Care Excellence written by ProQuest and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008 with Electronic books categories.
Unleashing Excellence
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Author : Dennis Snow
language : en
Publisher: John Wiley & Sons
Release Date : 2009-10-29
Unleashing Excellence written by Dennis Snow and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009-10-29 with Business & Economics categories.
A step-by-step guide to designing and implementing an amazing customer service culture In today's competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than others. It's not always clear what works and what doesn't, and implementing new customer service practices midstream can be a difficult, chaotic task. Business leaders who want to transform their business culture into one of customer service excellence need reliable, proven guidance. Unleashing Excellence gives you practical tools and step-by-step guidance tailored to your company's individual customer service needs. It shows you how to navigate your teams through every step of the implementation process to achieve true customer service excellence. The book covers the training and education of your group, how to measure the quality of your service, how to build a culture of personal accountability, and how to recognize excellence and reward it. Fully revised to include updated information on the latest tools and best practices, as well as the stories and lessons learned from those organizations that have used the process described in the book. Offers proven best practices for designing and implementing an excellent customer service culture Simple format divides content into nine "leadership actions" that guide you through a step-by-step process Shows you how to build a common customer service vision for your entire organization Customer service is vital to the survival of your business. If you want to move your organization's customer service practices from good to great, Unleashing Excellence is the key.