The Employee S Customer Service Handbook
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180 Ways To Walk The Customer Service Talk
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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 Service Culture Handbook
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Author : Jeff Toister
language : en
Publisher:
Release Date : 2017-03-23
The Service Culture Handbook written by Jeff Toister and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-03-23 with categories.
Imagine you could develop a customer-focused culture so powerful that your employees always seem to do the right thing. They encourage each other, proactively solve problems, and constantly look for ways to go the extra mile. In short, imagine a workplace culture where employees were absolutely obsessed with customer service. The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you're just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You'll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately. Learn the one thing that forms the foundation of every great culture. Discover what customer-focused companies do differently to engage their employees. And explore ways to strategically align every facet of your organization with outstanding service. Creating and sustaining a customer-focused culture is a never-ending journey that takes hard work, dedication, and commitment. The Service Culture Handbook is an indispensable resource to help you and your employees stay headed in the right direction. Praise for The Service Culture Handbook: "The Service Culture Handbook provides the poignant inspiration and practical instruction for the difficult work of transforming a service culture into one that is distinctive, successful, and permanent." -Chip R. Bell, author of Kaleidoscope: Delivering Innovative Service That Sparkles "Though research continues to uncover the astonishing impact of customer-focused cultures on customer loyalty and business results, few organizations know how to get there. Jeff Toister unlocks that mystery through this practical (and fun to read!) guide to developing a culture that really works." -Brad Cleveland, founding partner and former CEO, International Customer Management Institute
The Employee S Customer Service Handbook
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Author :
language : en
Publisher:
Release Date : 1988
The Employee S Customer Service Handbook written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1988 with Customer relations categories.
The Employee Customer Service Guide
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Author : Mbinkar Kpunsa Fomunyuy
language : en
Publisher: Independently Published
Release Date : 2020-09-17
The Employee Customer Service Guide written by Mbinkar Kpunsa Fomunyuy and has been published by Independently Published this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-09-17 with categories.
With the recent technological changes and the growth of the service industry, customer expectations are changing rapidly. Customer service is becoming a major factor of differentiation and a great competitive tool. Recruiters are now focusing on the culture fit of employees and their ability to interact with customers efficiently. This increased pressure on employees, necessitates that both companies and employees understand what customer needs truly are, identify the right skills needed to offer great customer service and learn customer service best practices and engagement rules.This book, clearly defines what customer service is and why it is important for both the company, the employee and the customer. It identifies the causes of bad customer service and proposes practical solutions on how to improve customer service. The concept of customer experience is also evoked with emphasis on its 3 major variables and ways to shape customer expectations. The first section of this book ends with a detailed appraisal of the 6 primary customer service skills, and explains how to acquire and use them.The second section looks at customer needs. It analyses the difference between Customer core and auxiliary needs and explains how to continuously ensure customer satisfaction. Some basic customer psychology tips as well as the different stages of customer relationships are also discussed here.The last section identifies ways in which we can improve our interactions with customers. Beginning with the right employee attitude, this section describes the different types of difficulty customers and provides a guide on what employees must do when faced with difficult customers. The section ends with the 34 rules customer service professionals need to live by and the values that make great customer service agents.The overall objective of this book is to provide a simple guide for onboarding new employees, training old employees and ensuring that organizations are successful in their customer service efforts. This book can be used as a guide for any organization that seeks to transform its customer service delivery, as well as a guide for any employee who wants to develop their customer service skills.
The Effective Manager S Handbook For Customer Service Success
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Author : Edward D. Gagnon
language : en
Publisher: iUniverse
Release Date : 2001-02-25
The Effective Manager S Handbook For Customer Service Success written by Edward D. Gagnon and has been published by iUniverse this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001-02-25 with Business & Economics categories.
It's a Service World. To succeed long-term, companies must retain and grow their customer base. The Effective Manager's Handbook for Customer Service Success is the tool that will give every manager insight into successful customer service, from people to processes, from motivation to measurement. Including 52 quick and enlightening customer service tips plus weekly motivational quotes from business leaders and philosophers, the Handbook can be an asset to your company. The Handbook also offers an action-oriented Weekly Service Notebook. This tool encourages simple but effective daily documentation of service successes to recognize employee performance. You can also document symptoms of poor service, the complaints and issues often identified but more often forgotten that become chronic to your company. Documenting symptoms enables you to focus improvement efforts and maximize customer retention. Whether the action is to recognize great employee service or attack a recurring customer service issue, use this tool to document successes and symptoms. Review and act weekly. Constantly strive to improve your bottom line by improving your customer service. Every company in the world can improve its customer service. This book, in your hands, can help you begin Improving Your Bottom Line by Improving Your Customer Service...today!
Customer Service Tip Of The Week
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Author : Jeff Toister
language : en
Publisher:
Release Date : 2018-09-05
Customer Service Tip Of The Week written by Jeff Toister and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-09-05 with categories.
Reinforce your customer service skills! The best customer service professionals know it takes consistent focus to serve customers at the highest level. Whether you want to deliver world-class customer service or just get back to the basics, Customer Service Tip of the Week is your resource for proven tips, ideas, and techniques. Thousands of customer service professionals from all around the world read the weekly Customer Service Tip of the Week email. Now you can get more than 52 of the most popular tips all in one book. Use these tips to build rapport, exceed customer expectations, and solve tough problems. Select tips by category, by specific challenge, or just go in order. Each tip includes a short explanation plus practical suggestions. Focus on one tip per week to sharpen your skills over time. Customer service leaders will find additional resources for sharing the tips with your team!
Practical Handbook Of Customer Service Operations
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Author : Warren Blanding
language : en
Publisher: Springer Science & Business Media
Release Date : 2012-12-06
Practical Handbook Of Customer Service Operations written by Warren Blanding and has been published by Springer Science & Business Media this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-12-06 with Business & Economics categories.
Even the most casual reader leafing through the pages of this book will quickly realize that it is not the thoughts of one indi vidual set down on paper, but rather the synergism of many people. Herbert Goeler of American Cyanamid and Keith Slater of Johns-Manville, the latter now retired, are certainly the brightest stars in my particular customer service galaxy. They have been well-springs of information, thinkers and thought starters, friends and fellow-believers, for almost two decades. Without the encouragement and inspiration they gave me, this book would be much shorter and far less relevant. In 1984, my firm presented Herb and Keith with our special "Patron Saint" Award; it doesn't say nearly enough for what they have meant to me personally and, through me, to the field of customer service management where I disseminate ideas and guidance as an editor and teacher. Some years ago, the American Management Associations asked me to chair a series of seminars on Customer Service Management in the U. S. and Canada. Through this activity I met many wonderful people who in many cases taught me more than I taught them.
The Employee Customer Service Guide
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Author : Mbinkar Kpunsa Fomunyuy
language : en
Publisher: Independently Published
Release Date : 2024-03-17
The Employee Customer Service Guide written by Mbinkar Kpunsa Fomunyuy and has been published by Independently Published this book supported file pdf, txt, epub, kindle and other format this book has been release on 2024-03-17 with Business & Economics categories.
Embark on a transformative journey towards service excellence with "The Employee Customer Service Guide: Using Customer Service as a tool for career development and competitive advantage." This comprehensive manual is your indispensable companion in mastering the intricate art of customer service and experience management. From laying the groundwork with fundamental concepts to honing advanced interaction skills, this guide equips you with the tools and knowledge to elevate your customer service game to unprecedented heights. CHAPTER I: Introduction to Customer Service Dive into the heart of customer service as we unpack its essence, significance, and core components. Discover why exceptional service isn't just beneficial for your company but also pivotal for both employees and customers. Gain insights into the factors that differentiate superior service from the rest and develop a robust skill set encompassing communication, organization, and subject matter expertise. CHAPTER II: Know Your Customer Unlock the secrets of understanding your customers on a deeper level, unraveling their primary and secondary needs. Learn to identify and categorize potential, actual, and post customers, while understanding their pivotal role in your product or service offering. Delve into the psychology of customer behavior and tailor your approach to exceed their expectations consistently. CHAPTER III: Experience Management Fundamentals Navigate the landscape of experience management with a focus on five key pillars: Brand Experience (BX), Product Experience (PX), Employee Experience (EX), Customer Experience (CX), and Societal Experience (CX). Explore the elements that shape each experience and discover how employees can become catalysts for enhancing them. Equip yourself with strategies to manage customer expectations effectively and craft memorable experiences that foster lasting relationships. CHAPTER IV: Interacting with Customers Master the art of customer interaction with practical insights on cultivating a service-oriented attitude, managing challenging situations, and upholding a code of conduct. Embrace the power of positivity, willingness to serve, and meticulous attention to detail in every customer encounter. Craft personalized resolutions to address both strengths and weaknesses in your customer service approach, paving the way for continuous improvement. --- "The Employee Customer Service Guide: Using Customer Service as a tool for career development and competitive advantage" isn't just a book-it's your roadmap to unlocking the full potential of customer service mastery. Whether you're a seasoned professional or a novice in the field, this guide empowers you to deliver exceptional service that leaves a lasting impression on customers. Elevate your skills, exceed expectations, and become a driving force in shaping unforgettable customer experiences.
The Big Book Of Customer Service Training Games
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Author : Peggy Carlaw
language : en
Publisher: McGraw Hill Professional
Release Date : 1998-09-22
The Big Book Of Customer Service Training Games written by Peggy Carlaw 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 1998-09-22 with Business & Economics categories.
Help your employees to excel in dealing with the public with this stimulating, fun-filled collection of customer service training games. Designed not only to teach important skills but also to spark enthusiasm and a high level of involvement in the participants, these games utilize entertaining and instructive techniques such as role-playing, charades, brainstorming, and debate. As a result of these exercises, employees will learn how to create a rapport with the customer, how to focus on the unique needs of individual customers, how to maintain a positive attitude, and more.
Customer Service For Dummies
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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.