Customer Service Excellence
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Customer Care Excellence
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Author : Sarah Cook
language : en
Publisher: Kogan Page Publishers
Release Date : 2010-11-03
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 2010-11-03 with Business & Economics categories.
Customer loyalty is essential to the long term financial success of your business, but with more choice then ever before, customers today have high expectations of the products and services they use. To continue to meet - and even to exceed - these high expectations, you need a top notch customer services system in place, and Customer Care Excellence will enable you to achieve just that. In clear, practical language, this book takes you through how you can develop and sustain a customer-service focus within your company. Emphasizing both strategic and practical aspects of customer care, Customer Care Excellence explains how gaining customer commitment and motivating employees to deliver an excellent service at all your company's touch points can ensure successful results and satisfied customers. This fully revised and updated edition includes new material examining the impact of social networking on customer behaviour and the emotional connection customers have with the brand, explaining how you can create a memorable customer experience. Author Sarah Cook takes you through the practical steps necessary to create a culture of customer focus and, crucially, shows how employee engagement leads to customer engagement.
Uplifting Service
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Author : Ron Kaufman
language : en
Publisher:
Release Date : 2012
Uplifting Service written by Ron Kaufman and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012 with Business & Economics categories.
Kaufman takes you on a journey into the new world of service. Learn how the world's leading companies have changed the game, and how you can successfully follow this path to an uplifting service transformation.
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
Managing Service Excellence
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Author : C William Crutcher
language : en
Publisher:
Release Date : 2017-12-08
Managing Service Excellence written by C William Crutcher and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-12-08 with categories.
What is the one thing that all businesses depend on? Customers. What could be more important, then, to your organization's enduring success than a solid, well-planned and executed customer service strategy--a philosophy and culture that show customers that they are the reason you are in business in the first place? As this book reveals, we are all in the business of serving customers, whether they be external or internal to your organization. It therefore behooves each of us to understand and practice the principles of service excellence. Managing Service Excellence is a comprehensive guidebook for creating and maintaining a customer-centric organization. Through chapters focusing on specific skill sets, real-world examples, and review questions, this book details how to create a satisfied customer and keep them for life. In clear, accessible language, Crutcher covers every aspect of service--from effective planning, communication, teaming, and coaching strategies, to managing change, strengthening critical thinking and problem-solving skills, and leveraging customer feedback to drive business improvement and innovation. With extensive experience in C-level and higher education roles, Crutcher helps us understand what customers really want and need, what drives their individual behavior, and how to best customize our service approach accordingly. In a world where technology is constantly changing the business landscape, this book serves as a timeless resource on the fundamentals of customer service. There will never be a substitute for the competitive advantage that integrity, competence, and relationship-building provide. As Crutcher writes, "If you build it, they will come" may work in the movies, but in real life, success requires a consistent effort in the field of customer service. Managing Service Excellence provides the keys.
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:
Release Date : 2016
Service Excellence written by Ruth N. Bolton and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016 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.
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.
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.
Customer Service Excellence
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Author : Debra J. MacNeill
language : en
Publisher: McGraw Hill Professional
Release Date : 1993-05
Customer Service Excellence written by Debra J. MacNeill 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 1993-05 with Business & Economics categories.
Readers will find helpful approaches for developing and maintaining solid internal and external customer relationships. Offers dozens of reliable techniques for handling customer complaints, probing for customer needs, and satisfying customer expectations.
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.