Customer Service

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Perfect Phrases For Customer Service Second Edition

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Author : Robert Bacal
language : en
Publisher: McGraw Hill Professional
Release Date : 2010-12-03

Perfect Phrases For Customer Service Second Edition written by Robert Bacal and has been published by McGraw Hill Professional this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-12-03 with Business & Economics categories.

THE RIGHT PHRASE FOR EVERY SITUATION . . . EVERY TIME You've heard it a million times: "The customer is always right." But let’s face it--sometimes the customer is misinformed, confused, or downright difficult. The ability to handle such customers is what separates the serious professional from the average employee. Perfect Phrases for Customer Service, second edition, provides the language you need for everyday customer service situations--and includes simple, effective techniques that can help you meet even the most demanding customer needs. Master the most effective words and phrases for: Defusing bad situations before they get worse Handling complaints patiently and professionally Satisfying customers and increasing sales Building long-term relationships with important customers

Strategic Customer Service

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Author : John Goodman
language : en
Publisher: AMACOM
Release Date : 2019-02-05

Strategic Customer Service written by John Goodman and has been published by AMACOM this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-02-05 with Business & Economics categories.

Any organization can win more customers and increase sales if they learn to be more strategic with their customer service. When customers complain, employees respond. The typical service model is riddled with holes. What about people and businesses who never speak up, but never come back? Learn to actively reach out, prevent problems, and resolve issues in ways that boost loyalty. Strategic Customer Service is a data-packed roadmap that shows you how. This invaluable resource distills decades of research on the impact of great versus mediocre service. Complete guidelines and case studies explain how to: Gather and analyze customer feedback Empower employees to fix problems Track your impact on revenue Generate sensational word of mouth Tap opportunities to cross-sell and up-sell Strategic Customer Service draws on over 30 years of research from companies such as 3M, GE, and Chick-Fil-A to teach you how to transcend a good business into a profitable word-of-mouth machine that transforms the bottom line. Why settle for passive service? Make a business case for ramping up operations—and get the tools for making it pay off. Transform customer service into a strategic function, and reap benefits far exceeding investments.

Customer Service Best Practices

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Author : Ron Zemke
language : en
Publisher: Human Resource Development
Release Date : 1998

Customer Service Best Practices written by Ron Zemke and has been published by Human Resource Development this book supported file pdf, txt, epub, kindle and other format this book has been release on 1998 with Business & Economics categories.

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.

Managing Customer Service

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Author : Jenny Hayes
language : en
Publisher: Gower Publishing, Ltd.
Release Date : 1998

Managing Customer Service written by Jenny Hayes and has been published by Gower Publishing, Ltd. this book supported file pdf, txt, epub, kindle and other format this book has been release on 1998 with Business & Economics categories.

Jenny Hayes and Frances Dredge offer a concise introduction to the business reasons for building good relationships with customers, and also examine the management framework of customer service.

Customer Service Theory

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Author : Jeremy Zuber
language : en
Publisher: Createspace Independent Publishing Platform
Release Date : 2017-06-28

Customer Service Theory written by Jeremy Zuber and has been published by Createspace Independent Publishing Platform this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-06-28 with categories.

Customer Service Theory shatters the barrier between the consumer and Customer Service Professional. Each segment contains a life lesson that will demonstrate how to interpret customer needs and maximize emotional impact upon service delivery. This book is a pill that will give you timeless lessons in one easy to swallow dose.

Customer Service Delivery

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Author : Lawrence Fogli
language : en
Publisher: John Wiley & Sons
Release Date : 2006-02-02

Customer Service Delivery written by Lawrence Fogli 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 2006-02-02 with Business & Economics categories.

Customer Service Delivery taps into business, marketing, and psychological research and practices to provide a wealth of knowledge about customer service. With contributions from some of the best-known industrial and organizational psychology experts in customer service, this book brings together in one comprehensive resource a review of the best practices in customer service delivery. Customer Service Delivery also provides a framework for customer service as a process and an outcome. The authors address a wide range of topics that are crucial to today’s competitive business environment: customer expectations, loyalty satisfaction, product versus service delivery, measurement, brand equity, regional and cultural differences, and organizational impact. Customer Service Delivery explores human resource staffing practices and service delivery by including proven selection strategies for hiring top quality service workers, an analysis of the personality correlates of service performance, and a comprehensive review of assessment instruments that predict customer service performance. In addition, this important resource contains strategies and tactics to improve and manage service delivery and offers illustrative case examples of how organizations have successfully improved and managed customer service.

The Customer Service Survival Kit

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Author : Richard Gallagher
language : en
Publisher: AMACOM
Release Date : 2013-03-20

The Customer Service Survival Kit written by Richard Gallagher and has been published by AMACOM this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-03-20 with Business & Economics categories.

Issues with customers can send even the most seasoned service professionals into red alert. Discover how to effectively communicate your way out of any difficult spot. By providing clear techniques, behavioral science insights, case studies, situation-specific advice, and actionable practice exercises, workplace communication expert Richard Gallagher has created a resource that can help anyone master the delicate art of communication. In The?Customer Service Survival Kit, you’ll find tangible tips and tricks to help you discover: how to lean into criticism, how to avoid trigger phrases that can make bad situations worse, the secret to helping people feel heard, how to safely deliver bad news, and how to become immune to intimidation--among many other skills. The Customer Service Survival Kit recognizes that the worst customer situations demand more of front-line employees than good intentions and the right attitude. With the help of these valuable insights, lessons, and indispensable problem-solving tools, your organization holds the key to radically improving its customer service reputation.

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

Customer Service Management Training 101

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Author : Renee Evenson
language : en
Publisher: AMACOM
Release Date : 2011-09-14

Customer Service Management Training 101 written by Renee Evenson and has been published by AMACOM this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-09-14 with Business & Economics categories.

Becoming a great customer service manager requires an intentional focus on skills beyond those required for exemplary customer service. Building off the success of her book Customer Service Management Training 101, author Renée Evenson shows readers what it takes to advance to the next stage in their careers--focusing on their development as managers. Filled with the same accessible, step-by-step guidance as its predecessor, this book teaches readers how to identify their personal management style and develop the core leadership qualities needed to communicate with, lead, train, motivate, and manage those employees responsible for customer satisfaction. Designed for new managers and veterans alike, Customer Service Management Training 101 covers essential topics, including: planning and goal setting, time management, team development, conflict resolution, providing feedback, listening to your employees, monitoring performance, conducting meetings, and managing challenges.Packed with checklists, practice lessons inspired by real-world scenarios, and detailed examples and explanations of the right and wrong ways to do things, this handy resource is the start and finish of everything customer service managers need to know to thrive.