Inside The Story Of Customer Service
DOWNLOAD
Download Inside The Story Of Customer Service PDF/ePub or read online books in Mobi eBooks. Click Download or Read Online button to get Inside The Story Of Customer Service book now. This website allows unlimited access to, at the time of writing, more than 1.5 million titles, including hundreds of thousands of titles in various foreign languages. If the content not found or just blank you must refresh this page
Inside The Story Of Customer Service
DOWNLOAD
Author : Moses Okuraja
language : en
Publisher:
Release Date : 2010-11
Inside The Story Of Customer Service written by Moses Okuraja and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-11 with Reference categories.
Inside the story of Customer Service is a customer services guide born out of a wealth of personal interactive experiences with a largely diverse and multicultural clientele, research and training in the service industry all spanning over five years by the author as a customer service representative. As a masterpiece of literary work, this book brings to light 12 carefully chosen and well-elaborated themes designed to demonstrate, highlight and expose the various challenges faced by today?s highly dynamic service delivery sector. The ordinary day-to-day life experiences as illustrated by well-researched real-life stories in almost every chapter have each been packaged and extensively written with the flip side of each story. The aim is to give the reader a balanced insight into why and how the service sector has metamorphosed and still continues to meet so many challenges. The form and content of the book is such that it should enable employees, managers and prospective customers distinguish between good and bad service delivery practices. Each of the 12 themes presented in the book demonstrates its ability to equip employees with soft skills and knowledge which can be used during day-to-day work related activities within the work environment in a much more cautious, professional and customer-friendly manner. To the managers/employers, this book is an eye-opener which brings to light certain service delivery practices that people often tend to overlook as insignificant. Most important all, this book can be a good reference for training officers/specialists in all customer service oriented industries. The flip side of the stories has also been presented as a wake-up call to not only the employers or employees but customers too for they often unknowingly fall victim to poor service delivery. The book also brings to the awareness of the customers their rights and responsibilities as consumers of services.
The Nordstrom Way To Customer Experience Excellence
DOWNLOAD
Author : Robert Spector
language : en
Publisher: John Wiley & Sons
Release Date : 2017-10-03
The Nordstrom Way To Customer Experience 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 2017-10-03 with Business & Economics categories.
"Top Ten Business Books For 2017" - Forbes The fully revised and updated edition of the classic book about Nordstrom's extraordinary customer service In this new edition of the management classic, the authors explore in-depth the core values of the culture that have made Nordstrom synonymous with legendary customer service. These essential values have enabled Nordstrom to survive and adapt to dramatic market shifts regularly since 1901, and the new edition explains how the Nordstrom approach can be emulated by any organization—in any industry—in every corner of the world. This is not a book about selling shoes or clothes or cosmetics or jewelry. It is a book about how underlying values such as respect, trust, compensation and, even fun, are the building blocks of a culture where employees are empowered to consistently deliver a world-class experience to customers. Nordstrom believes that the employee experience determines the customer experience, and that when you attract and reward people who are comfortable in a service-oriented culture, then everyone succeeds—both individually and collectively. No wonder Nordstrom is one of only five companies to make Fortune's "Best Companies to Work For" and "Most Admired" lists every year since those surveys have been taken. With new interviews from senior Nordstrom executives and family members, the book explains how to successfully respond to today's tech-savvy, time-crunched customers who demand a convenient, seamless, painless, personal experience across all channels. Nordstrom gives its frontline people all the digital tools necessary to satisfy the customer—and your organization must do the same, if it wants to adapt. The authors show what it takes to earn brand loyalty, lead through change and uncertainty, and combine extraordinary brick-and-mortar with online experiences. 'The single most important reason we try to provide great service is this: It enables us to sell more,' says co-president Blake Nordstrom, great-grandson of the founder. 'The best way for our company to achieve results is to do what's best for the customer.' In this book, readers will find: Suggestions for becoming the Nordstrom of your industry The ten values that define a customer-driven culture Lessons for providing superior service and experience across all channels
The Amazement Revolution
DOWNLOAD
Author : Shep Hyken
language : en
Publisher: Greenleaf Book Group
Release Date : 2011
The Amazement Revolution written by Shep Hyken and has been published by Greenleaf Book Group this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011 with Communication in organizations categories.
What is the amazement revolution? It is the culture that can drive any organisation -- from one employee to tens of thousands -- to focus completely on delivering an amazing customer-service experience. In this sequel to the Wall Street Journal best-selling book "The Cult of the Customer", Shep Hyken shares seven powerful strategies that any organisation can implement to create greater customer and employee loyalty. In a tough, competitive, and price-sensitive economy, customer service is one of the most essential tools to separate your business from the competition. These strategies work, as evidenced by the more than seventy case studies and examples that Hyken shares throughout the book. These examples provide dozens of lessons that can and should be implemented immediately. Corporate and industry clients from all over the world have tapped into the expertise of Shep Hyken. His client list is a who's who in the business world. As an author and speaker, Hyken is known for his simple and direct strategies that help his clients build successful, customer-focused organisations.
Customer Service For Dummies
DOWNLOAD
Author : Karen Leland
language : en
Publisher: John Wiley & Sons
Release Date : 2011-03-03
Customer Service For Dummies written by Karen Leland 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 2011-03-03 with Business & Economics categories.
Customer Service For Dummies, Third Edition integrates the unbeatable information from Customer Service For Dummies and Online Customer Service For Dummies to form an all-in-one guide to customer loyalty for large and small businesses alike. The book covers the fundamentals of service selling and presents up-to-date advice on such fundamentals as help desks, call centers, and IT departments. Plus, it shows readers how to take stock of their customer service strengths and weaknesses, create useful customer surveys, and learn from the successes and failures of businesses just like theirs. Karen Leland and Keith Bailey (Sausalito, CA) are cofounders of Sterling Consulting Group, an international consulting firm specializing in quality service consulting and training for such clients as Oracle, IBM, Avis, and Lucent.
Invisible Profits
DOWNLOAD
Author : Robert Moment
language : en
Publisher: Christian Books
Release Date : 2007-09
Invisible Profits written by Robert Moment and has been published by Christian Books this book supported file pdf, txt, epub, kindle and other format this book has been release on 2007-09 with Business & Economics categories.
Who will benefit from this customer service book Invisible Profits: The Power of Exceptional Customer Service. Everyone who has any interaction with potential customers and clients and existing customers and clients will benefit from this valuable customer service book. In this complete guide to exceptional customer service you will learn: (a) How to know exactly what your customer expects - and how to give it to them every time. (b) How exceptional customer service generates exceptional profits- and how to train this concept to your customer service team (c) How to create a positive work environment that benefits customers and employees and generates profits (d) How to manage stressful situations more effectively- you'll even learn how to deal with difficult coworkers ! (e) How to recognize customers' signs and behaviors so that you can meet their needs before they even know what they are. (f) Key tactics that will instantly calm emotional customers so you can solve their problems productively. Customers leave happy and become lifelong, loyal purchasers. Here are just some employment positions within corporations and small businesses that will benefit from this book: customer service representatives, billing specialists, call centers, service professionals, service professional firms, retail stores, field service representatives, account managers, sales professionals, small business owners, technical and support personnel and managers who want customer service training in order to reinforce their skills and train their staff.
180 Ways To Walk The Customer Service Talk
DOWNLOAD
Author : Eric Lee Harvey
language : en
Publisher: The Walk The Talk Company
Release Date : 1999
180 Ways To Walk The Customer Service Talk written by Eric Lee Harvey and has been published by The Walk The Talk Company this book supported file pdf, txt, epub, kindle and other format this book has been release on 1999 with Consumer satisfaction categories.
180 Ways To Walk The Customer Service Talk is the resource you'll want to read and distribute to every person in your organization. Packed with powerful strategies and tips to cultivate world-class customer service, this handbook promises to be the answer to getting everyone "Walking The Customer Service Talk" and building a reputation of service integrity. At its low price, if everyone adopts just a few ideas to help ensure customers come back again, this book will pay for itself. All employees at every level of the organization need this powerful guide ... from front line employees, to call center representatives, sales people, telemarketers, managers, client services and marketing teams.
The Nordstrom Way
DOWNLOAD
Author : Robert Spector
language : en
Publisher: Wiley
Release Date : 1997-07-02
The Nordstrom Way written by Robert Spector and has been published by Wiley this book supported file pdf, txt, epub, kindle and other format this book has been release on 1997-07-02 with Business & Economics categories.
Praise for The Nordstrom Way . . . "Outstanding customer service and Nordstrom's are synonymous. The innovative approach has allowed them to find out what the customers want and then do it. Their standards of service are what we all shoot for."—David D. Glass, President and Chief Executive Officer, Wal-Mart Stores, Inc. "Nordstrom is a national model for outstanding customer service. American business should use this book as a primer to learn how to make and keep happy, satisfied customers."—Willard Marriott, Jr., Chairman and President, Marriott International, Inc. "When you run a family business that includes your customers as extended family, you're unbeatable. This book outlines an American family saga that has become the admiration of the world."—Leonard A. Lauder, President and Chief Executive Officer, Estée Lauder Companies. "Nordstrom's business is built on one-to-one communication with the customer. Their professional salespeople bridge the gap between the designer and the consumer. The Nordstrom Way is what the '90s are all about!"—Donna Karan, Designer and Chief Executive Officer, Donna Karan Company.
The Nordstrom Way To Customer Service Excellence
DOWNLOAD
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.
The 10 Golden Rules Of Customer Service
DOWNLOAD
Author : Todd Duncan
language : en
Publisher: Ignite Reads
Release Date : 2019-03-15
The 10 Golden Rules Of Customer Service written by Todd Duncan and has been published by Ignite Reads this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-03-15 with Business & Economics categories.
"The 10 Golden Rules of Customer Service (formally titled The $6,000 Egg) represents the costly mistake of removing customer satisfaction from the bottom line. Through the story of a $6,000 Egg, Deb Duncan and Todd Duncan reveal that even the smallest interactions have the power to create lifelong patrons, or on the flipside, alienate once-devoted customers"--Description from publisher website
5 Star Service
DOWNLOAD
Author : Michael Heppell
language : en
Publisher: Financial Times/Prentice Hall
Release Date : 2010
5 Star Service written by Michael Heppell and has been published by Financial Times/Prentice Hall this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010 with Consumer satisfaction categories.
This is the book that will show you how to ensure customers are raving about your products and services and come back for more. Five Star Service 2nd edition is an easy read, high impact title from the bestselling author of How to Be Brilliant, Michael Heppell. In this book he gives you over 100 instant tips, 50 examples of the best practices, over a dozen brand new techniques and multiple strategies to equip you with a winning edge to knockout your customers and help you · Delight your customers every time · Deliver remarkable results that will keep them coming back for more · Win more customers without spending a fortune · Get repeat orders and referrals from everyone you encounter Whether it’s studying the Disney parking system or enrolling students at colle≥ going behind the scenes in the world’s top hotels or becoming the office hero, Five Star Service will show you how to wow your customers, colleagues and cohorts.