The Little Customer Service Book
Author: Rick Grassi
Publisher:
Published: 2020-11-05
Total Pages: 94
ISBN-13: 9780578772929
DOWNLOAD EBOOK →A handbook detailing the basics of effective customer service.
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Powerful Phrases for Effective Customer Service
Author: Renée Evenson
Publisher: HarperChristian + ORM
Published: 2012-09-12
Total Pages: 303
ISBN-13: 0814420338
DOWNLOAD EBOOK →Dealing with customers isn't easy, they aren't always right or even pleasant. Business author Renée Evenson ensures you’ll always have the right words to defuse tense interactions. Practical and insightful, this book ensures you’ll never again be at a loss for what to say to customers. In Powerful Phrases for Effective Customer Service, she covers 30 challenging customer behaviors and 20 common employee-caused negative encounters to teach you: how to assess circumstances, choose one of many appropriate responses, and confidently and consistently deliver customer satisfaction. Helpful sample scenarios and tangible instructions bring the phrases to life, while detailed explanations bolster your confidence so that you’ll have the right words as tools at your disposal and the skills to deliver those words effectively. By incorporating language that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation, you’ll not only be capable of overcoming obstacles--you’ll strengthen all facets of your customer service.
The Customer Service Survival Kit
Author: Richard Gallagher
Publisher: AMACOM
Published: 2013-03-20
Total Pages: 209
ISBN-13: 0814431844
DOWNLOAD EBOOK →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.
The Amazement Revolution
Author: Shep Hyken
Publisher: Greenleaf Book Group
Published: 2011
Total Pages: 216
ISBN-13: 1608321061
DOWNLOAD EBOOK →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.
Be Our Guest
Author: Disney Institute
Publisher:
Published: 2003-06
Total Pages: 212
ISBN-13:
DOWNLOAD EBOOK →Foreword by Michael D. Eisner. All organisations drive towards the same goal - how best to serve their customers. Walt Disney World has always enjoyed a reputation as a company that set the benchmark for outstanding business practices. Now, for the first time, one critical element of the method behind the magic is revealed: that of quality service. Here, their proven principles and processes are fully outlined, to help your organisation focus its vision and assemble its infrastructure to deliver exceptional customer service.
The Customer Rules
Author: Lee Cockerell
Publisher: Crown Currency
Published: 2013-03-05
Total Pages: 210
ISBN-13: 0770435610
DOWNLOAD EBOOK →The former Executive Vice President of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Lee Cockerell knows that success in business--any business--depends upon winning and keeping customers. In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40+ year career in the hospitality industry about creating an environment that keeps customers coming back for more. Here, Lee not only shows why the customer always rules, but also the Rules for serving customers so well they'll never want to do business with anyone but you. For example: Rule #1: Customer Service Is Not a Department Rule #3: Great Service Follows the Laws of Gravity Rule #5: Ask Yourself "What Would Mom Do?" Rule #19: Be a Copycat Rule #25. Treat Every Customer like a Regular Rule #39: Don’t Try Too Hard As simple as they are profound, these principles have been shown to work in companies as large as Disney and as small as a local coffee shop; from businesses selling cutting-edge technologies like computer tablets to those selling products as timeless as shoes and handbags; at corporations as long-standing as Ford Motors and those as nascent as a brand new start-up. And they have been proven indispensible at all levels of a company, from managers responsible for hiring and training employees, setting policies and procedures, and shaping the company culture to front line staff who deal directly with clients and customers Chock-full of universal advice, applicable online and off, The Customer Rules is the essential handbook for service excellence everywhere.
Exceptional Service, Exceptional Profit
Author: Leonardo Inghilleri
Publisher: AMACOM
Published: 2010-04-14
Total Pages: 190
ISBN-13: 0814415393
DOWNLOAD EBOOK →What if you could protect your business against competitive inroads, once and for all? Customer service experts Leonardo Inghilleri and Micah Solomon's anticipatory customer service approach was first developed at The Ritz-Carlton as well as at Solomon's company Oasis, and has since proven itself in countless companies around the globe--from luxury giant BVLGARI to value-sensitive auto parts leader Carquest and everywhere in between. Their experience shows that the most powerful growth engine in a tight market--and best protection from competitive inroads--is to put everything you can into cultivating true customer loyalty. Exceptional Service, Exceptional Profit takes the techniques that minted money for these brands and reveals how you can apply them to your own business to provide the kind of exceptional service that nearly guarantees loyalty. Soon, you'll be reaping the benefits of loyal customers who are: less sensitive to price competition, more forgiving of small glitches, and, ultimately, who are "walking billboards" happily promoting your brand. Filled with detailed, behind-the-scenes examples, Exceptional Service, Exceptional Profit unlocks a new level of customer relationship that leaves your competitors in the dust, your customers coming back day after day, and your bottom line looking better than it ever has before.
The Little Book of Boards
Author: Erik Hanberg
Publisher: Side x Side Publishing
Published: 2015-02-10
Total Pages: 194
ISBN-13:
DOWNLOAD EBOOK →Are you new to a board and have no idea what’s expected of you? Do you know what a board’s six key responsibilities are? Do you know what your relationship with the Executive Director should be? If not, this book is for you. So many board members—especially of small nonprofits—want to support a nonprofit and readily accept the invitation to join the board. It’s only then that they discover they are in over their heads, with no idea of their expectations and responsibilities. The Little Book of Boards is here to throw that drowning board member a rope. Told with a conversational style, this book will lead you through the basics of being on a board, how meetings work, and what’s expected between meetings. In addition, at the back of the book are several in-depth resources for understanding Roberts Rules of Order, bylaws, committee structures, board leadership, and much more. Perfect for any new board member—or for an entire board that is feeling lost—this book and its common sense approach will serve you every year you are on the board.
The Little Book of Support for New Moms
Author: Beccy Hands
Publisher: The Countryman Press
Published: 2020-03-24
Total Pages: 239
ISBN-13: 1682685330
DOWNLOAD EBOOK →A survival guide to the emotional and physical roller coaster of becoming a new mom Doula Beccy Hands and midwife Alexis Stickland know what a challenge it can be to balance self-care with motherhood. In The Little Book of Support for New Moms, they bring together decades of experience to share invaluable tips and tricks to boost confidence and calm frazzled nerves—plus answers to all those questions new moms may be too embarrassed to ask. Here are instructions for creating cooling breast pads with chamomile tea, quick stretches for relieving aching muscles, and tips for reducing swelling. Tackle the fourth trimester with easy recipes to nourish your postpartum body and five-minute fixes to restore your sense of humor. Beautifully illustrated in full color, this guide covers everything a new mother needs to know to feel supported, empowered, and understood.
The Little Brown Book of Restaurant Success
Author: Bob Brown
Publisher:
Published: 2003-07-01
Total Pages:
ISBN-13: 9780974156408
DOWNLOAD EBOOK →The best selling definitive book or restaurant server sales and service techniques with easy to read style. Great source of tool, tips and techniques to increase sales, improve morale and guest satisfaction for both managers and servers alike.
