The Managing Customer Service Pocketbook
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Managing Customer Service Pocketbook
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Author : Andy Cross
language : en
Publisher: Management Pocketbooks
Release Date : 2015-09-16
Managing Customer Service Pocketbook written by Andy Cross and has been published by Management Pocketbooks this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-09-16 with Business & Economics categories.
For leaders of customer service teams, The Managing Customer Service Pocketbook draws on some startling statistics to highlight the benefit of building customer loyalty. For example, one study shows that a mere 5% increase in customer loyalty can boost profitability by up to 85%. Earning loyalty is about delighting the customer by delivering outstanding service. And, as the book's author Andy Cross explains, the bedrock of service excellence is the 'service brand'. The book uses a 5-stage model to describe how to create and nurture such a service brand through the recruitment, training, leadership and motivation of a customer service team that works diligently and passionately for the highest possible standards of service. Stage one is to establish the vision or the brand values by properly understanding what it is that the customer wants above all else. This is what drives the team. Then you have to align these values with those of the team itself. This is achieved through careful recruitment, training and inspirational people management. Further stages in the process of managing the service brand cover: coaching the team to deliver consistently brilliant service; what to do when things go wrong (top tips!); and how to create an environment in which team members have the freedom to improve. We believe you'll be 'highly satisfied' with this book and, if statistics are to be believed, 'six times more likely to order again'!
The Managing Customer Service Pocketbook
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Author : Andy Cross
language : en
Publisher: Pocketbooks
Release Date : 2008-05
The Managing Customer Service Pocketbook written by Andy Cross and has been published by Pocketbooks this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008-05 with Customer relations categories.
For leaders of customer service teams, The Managing Customer Service Pocketbook draws on some startling statistics to highlight the benefit of building customer loyalty. For example, one study shows that a mere 5% increase in customer loyalty can boost profitability by up to 85%. Earning loyalty is about delighting the customer by delivering outstanding service. And, as the book's author Andy Cross explains, the bedrock of service excellence is the `service brand'.
Customer Service Pocketbook
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Author : Sean McManus
language : en
Publisher: Management Pocketbooks
Release Date : 2013-01-01
Customer Service Pocketbook written by Sean McManus and has been published by Management Pocketbooks this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-01-01 with Business & Economics categories.
The Customer Service Pocketbook is for everyone who contributes, directly or indirectly, to giving the customer excellent service. This third edition has been fully revised to reflect the changes in responding to customers' needs via a variety of different channels, including social media. The book covers why good service matters, listening skills, how to turn complaints into opportunities, effective communication methods and much more. The importance of setting standards, measuring customer service and mystery shopper programmes is discussed. Recognising and respecting internal customers is also addressed and there are case studies, checklists and an action planning section.
The Customer Service Pocketbook
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Author : Tony Newby
language : en
Publisher:
Release Date : 2002
The Customer Service Pocketbook written by Tony Newby and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2002 with Customer services categories.
The Customer Service Pocketbook
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Author : Tony Newby
language : en
Publisher:
Release Date : 1995
The Customer Service Pocketbook written by Tony Newby and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1995 with Customer relations categories.
Customer Service Pocketbook
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Author : Sean McManus
language : en
Publisher:
Release Date : 2013-10
Customer Service Pocketbook written by Sean McManus and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-10 with Customer services categories.
The new, 3rd edition of the Customer Service Pocketbook will be published in October 2013. A key title in the Pocketbook Series, the book is for everyone who contributes, directly or indirectly, to giving the customer excellent service. It has been fully revised to reflect the challenges of responding to customers' needs via a variety of different ......
The Customer Service Pocketbook
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Author : Tony Newby
language : en
Publisher:
Release Date : 1995
The Customer Service Pocketbook written by Tony Newby and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1995 with Customer relations categories.
Key Account Manager S Pocketbook
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Author : Roger E. Jones
language : en
Publisher: Management Pocketbooks
Release Date : 2013-01-01
Key Account Manager S Pocketbook written by Roger E. Jones and has been published by Management Pocketbooks this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-01-01 with Business & Economics categories.
The new, 2nd edition of the Key Account Manager's Pocketbook gives practical advice on how to keep and develop important customers, thereby maximising ongoing revenue streams, reducing sales costs, improving investment planning and increasing market knowledge. It opens by describing the key account manager's role and then goes on to describe how to rise up the so-called customer perception ladder, moving from a simple commodity supplier to developing a solid, long-term business partnership with your key customers. The author next explains how to develop the 'key account development plan', how to increase your influence with the decision-maker in your key account (relationship management) and how to win new business. The final chapter runs through the essential steps of key account handling. There are short exercises throughout which, if carried out, will help to reinforce the key learning points.
The Call Centre Customer Care Pocketbook
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Author : Michael Applegarth
language : en
Publisher:
Release Date : 2005
The Call Centre Customer Care Pocketbook written by Michael Applegarth and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2005 with categories.
The C R M Pocketbook
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Author : David Alexander
language : en
Publisher: Pocketbooks
Release Date : 2001
The C R M Pocketbook written by David Alexander and has been published by Pocketbooks this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001 with Business & Economics categories.
Customer relationship management (CRM) seeks to organise a business around its customers. This book describes customer relationship management and explains why businesses are employing it.