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The Experience : How to Wow Your Customers and Create a Passionate Workplace
Lior Arussy
Hardcover - $33.95
"'A 'must-read' for managers; this is a great guide for pulling the customer back into your management loop."' -- Jerry Vass, author of "Soft Selling in the Hard World" "'Lior Arussy spins a cautionary tale for the transition companies m
"The Exp ...
Perfect Phrases for Customer Service : Hundreds of Tools, Techniques, and Scripts for Handling Any Situation
Robert Bacal
Paperback - $18.95
Tools for pleasing even the most demanding customers
A satisfied customer is a loyal customer, and in today's supercompetitive business economy few things are as crucial to a company's bottom line as the quality of its customer service. This latest ...
Measure What Matters to Customers : Using Key Predictive Indicators
Ronald J. Baker
Hardcover - $103.95
"Measure What Matters to Customers" reveals how to capitalize on Key Predictive Indicators (KPIs), the innovative measures that define the success of your enterprise as your customers do. If you want to increase your company's profits by working smar ...
A Complaint Is a Gift
Janelle Barlow
Paper Textbook - $32.95
Customer complaints can give businesses a wake-up call when they're not achieving their fundamental purpose--meeting customer needs. Complaints provide a feedback mechanism that can help organizations rapidly and inexpensively shift products, service ...
A Complaint Is a Gift : Recovering Customer Loyalty When Things Go Wrong
Janelle Barlow
Paperback - $32.95
The first edition of A Complaint is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied or buried, but are instead valuable pieces of feedback that can be used to improve an organization's produ ...
Branded Customer Service : The New Competitive Edge
Janelle Barlow
Paperback - $32.95
The author of the bestselling "A Complaint Is a Gift" explores building band equity through enhanced and focused customer service.
Build Your Customer Strategy : A Guide to Creating Profitable Customer Relationships
James G. Barnes
Hardcover - $46.95
"The customer relationships that a company is able to cultivate represent the most important asset that will never appear on its balance sheet."
— From Chapter 1 of Build Your Customer Strategy
Build Your Customer Strategy: A Guide to Cre ...
Promiscuous Customers : Invisible Brands
Michael Bayler
Paper Textbook - $49.95
What's wrong with the Internet?
Customers on today's "Commoditised Internet" expect unprecedented levels of service: they are fickle and promiscuous.
Traditional branding makes matters worse, in a trading environment that is unsentimental an ...
Customer Service and the Telephone
Dennis Becker
Paperback - $19.95
For customer service representatives who work primarily on the phone, this book provides exercises and techniques to build speaking skills and develop a positive phone attitude, as well as strategies for handling upset callers and working with teleph ...