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Raving Fans: A Revolutionary Approach to Customer Service
Ken Blanchard
0688123163
January 1993
Hardcover
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From AudioFile
The story of a golfer and his male fairy godmother who guides him through encounters with outstanding service in a variety of business settings is an eloquent parable about customer service. The three-part formula: First, decide on a vision-a level of service that perfectly reflects what you want to give customers. Second, discover the specific needs and expectations of your customers and weave them into your vision of how to serve them. Third, deliver your vision a step at a time, being absolutely consistent before stepping up the service to the next level. Everyone serious about customer relationships should hear this. T.W. © AudioFile 2004, Portland, Maine-- Copyright © AudioFile, Portland, Maine --This text refers to the Audio CD edition.

-- Jim Pattison...


Fish!
Stephen C. Lundin
0786866020
Jan 2000
Hardcover
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Book Review
Here's another management parable that draws its lesson from an unlikely source--this time it's the fun-loving fishmongers at Seattle's Pike Place Market. In Fish! the heroine, Mary Jane Ramirez, recently widowed and mother of two, is asked to engineer a turnaround of her company's troubled operations department, a group that authors Stephen Lundin, Harry Paul, and John Christensen describe as a "toxic energy dump." Most reasonable heads would cut their losses and move on. Why bother with this bunch of losers? But the authors don't make it so easy for Mary Jane. Instead, she's left to sort out this mess with the help of head fishmonger Lonnie. Based on a bestselling corporate education video, Fish! aims to help employees find their way to a fun and happy workplace. While some may find the story line and prescriptions--such...


The Big Book of Customer Service Training Games
Peggy Carlaw
0070779740
January 1999
Paperback
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Book Description
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.

Book Info
Quick, fun activities for training customer service Reps, salespeople, & anyone else who deals with customers. Paper.

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Satisfaction : How Every Great Company Listens to the Voice of the Customer

1591841097


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Paul Carroll, The Wall Street Journal
The authors argue persuasively...Once [they] are done, it's hard to argue with them.

James M. Pethokoukis, U.S. News & World Report
...SATISFACTION provides a gut check for business owners everywhere.

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Be Our Guest: Perfecting The Art of Customer Service
Disney Institute
0786853948
April 2003
Paperback
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Book Description
Whether they are called clients, customers, constituents, or, in Disney-speak, guests, all organizations must best serve the people who purchase their products and services or risk losing them. Now, for the first time, one critical element of the methods behind the magic that is the Walt Disney World Resort-quality service-is revealed in Be Our Guest. Even before Tom Peters and Bob Waterman profiled Walt Disney World Resort in their groundbreaking book In Search of Excellence, the most popular resort destination in the world enjoyed a reputation as a company that sets the benchmark for best business practices. Be Our Guest outlines proven Disney principles and processes for helping your organization focus its vision and align its people and infrastructure into a cohesive strategy that delivers on the promise of...


Bag the Elephant
Steve Kaplan
1885167628
Sept 2005
Hardcover
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Book Description
Bag the Elephant! is more than a strategy book; it's packed with proven guidelines, tools, and techniques. Throughout the book you'll find stories, derived from the author's real-world experience, that show you how to put the strategy to work.


Customer Service From the Inside Out Made Easy (Entrepreneur Made Easy)

1932531912


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Training & Coaching Magazine, May 2006
A rigorous manual [that] will win over many readers with its no-nonsense approach and jam-packed advice.

Book Description
The how-to manual for creating a customer experience that delivers a powerful competitive advantage Most customer service books describe what excellent customer service looks like and then tell you to go do it. That's as useful as curing insomnia by showing insomniacs videos of people sleeping! This book moves beyond what superior customer service looks like and spells out how you can make it happen. It teaches you how to motivate your employees to personally focus on customer satisfaction, creating a chain reaction of contagious enthusiasm that gives businesses a huge competitive advantage and a surge in customer loyalty and...


Super Service: Seven Keys to Delivering Great Customer Service...Even when You Don't Feel like It!...Even when They Don't Deserve It!
Jeff Gee
0070248176
July 1999
Paperback
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Book Description
Unlike other customer service books, Jeff and Valerie Gee's concise motivational book is written both for executives and managers, but for the millions of front-line workers who serve customers directly. The authors share their straightforward, proven techniques and guidelines for coping with angry customers, minimizing stress, and making customer service providers feel great about doing their jobs. In the bestselling tradition of Delivering Knock Your Socks Off Service, the authors' "pep talk" includes concrete tips on how to: sympathize with the customer; take a call, transfer a caller, or end a call smoothly; defuse angry customers; maintain a positive frame of mind...and more!

Download Description
Unlike other customer service books, Jeff and Valerie Gee's concise...


Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation
Robert Bacal
007144453X
January 2005
Paperback
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Book Description
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 title in the popular Perfect Phrases series is just the thing for customer service employees and those who train and manage them. Perfect Phrases for Customer Service gets you quickly up and running with everything you need to keep customers happy and loyal, including: Clear explanations of the reasons for difficult customer behaviors Proven tools and techniques for successfully handling even the most cantankerous customers 101 dialogues and scripts organized according to types of difficult behaviors, usable as is or as part of a training program, and easily...


Hug Your Customers
Jack Mitchell
1401300340
June 2003
Hardcover
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From Publishers Weekly
If you work at a Fortune 500 company and live in southern Connecticut or New York's Westchester County (two of Manhattan's most affluent suburbs), chances are you buy your suits at Mitchells (in Westport, Conn.) or Richards (in Greenwich, Conn.). These two independent clothing stores are some of the most successful in the business and outfit CEOs from Chase, GE, IBM, Merrill Lynch and Pepsi. Mitchell, whose father started the business, shares the secret of his success in this unoriginal but cheerful guide to keeping customers happy. Hugging your customers, he says, has nothing to do with being touchy-feely around them and everything to do with offering them over-the-top service. For Mitchell, that means literally offering a customer the coat off your back, if that's the only one left in the store in the...


Jeffrey Gitomer's Little Red Book of Sales Answers : 99.5 Real World Answers That Make Sense, Make Sales, and Make Money
Jeffrey Gitomer
0131735365
February 21, 2006
Hardcover
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From the Back Cover
Salespeople are looking for answers.They want them now.They want them fast.They want them free.   Buy this book: You'll get two out of three.   Every salesperson on the planet, at some point during their sales day, needs an answer or 10 about what to do in a given selling situation. But there's a big difference between AN answer and the BEST answer. I have compiled 99.5 BEST ANSWERS to the barriers salespeople face every day.   These answers will get you from:What do I do next? to:Where is the bank so I can deposit this money?!   Salespeople need answers, fast! Now, one book brings together all the proven, tested, instant answers they'll ever want: Jeffrey Gitomer's Little Red Book of Sales Answers. This is the legendary Jeffrey Gitomer, the world's #1 sales...


Customer Satisfaction Is Worthless Customer Loyalty Is Priceless
Jeffrey H. Gitomer
188516730X
Jan 1998
Hardcover
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Book Review
To longtime sales and customer-service pro Jeffrey Gitomer, boasting about a near-perfect customer-satisfaction rating of 97.5 percent is a major mistake. "That means 2.5 percent of your customers are mad and they're telling everyone. And 97.5 percent of your customers will shop anyplace the next time they go to market for your product or service." Based on a philosophy that's been developed through his syndicated business columns and the more than 150 seminars that he gives each year to companies such as Radisson, Sony, NationsBank, and Time Warner Cable, the book outlines his formula for making customers so faithful they "will fight before they switch--and they will proactively refer people to buy from you." Regularly employing oversized type in screaming bold fonts to grab the reader's attention, Gitomer breathlessly...


The Nordstrom Way to Customer Service Excellence: A Handbook for Implementing Great Service in Your Organization: Includes Training Activities and Resources
Robert Spector
0471702862
February 2005
Paperback
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Book Description
First published in 1995, The Nordstrom Way is a classic guide to great customer service. This new book replaces The Nordstrom Way with an even more practical guide to becoming the “Nordstrom” of your industry. Designed for customer service managers and trainers, as well as business owners, it’s an invaluable resource for designing your own programs and initiatives. The authors not only explain the principles of the world’s best customer service company, they also show you how to implement them in your own organization. The Nordstrom Way to Customer Service Excellence will help your business make customers its number one concern, and help make your business number one in your industry.

Download Description
A new "how-to" version...


Hardwiring Excellence: Purpose, Worthwhile Work, Making a Difference
Quint Studer
0974998605
March 2004
Paperback
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Pam Hundt, RN, BSN
I have re-read it, and am sharing some important insights with my staff today.

Geralyn Lunsford, CNO, North Ridge Medical Center, Ft. Lauderdale, FL
...such an important tool to reinforce all we've learned from Quint's mentorship over the years.

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Beyond Hello: A Practical Guide for Excellent Telephone Communication and Quality Customer Service
Jeannie Davis
0944918042
January 2003
Paperback
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Book Description
This tutorial offers help to improve every telephone interaction a company has with its valued customers. Drawn from Davis' experiences, the book includes exercises, stories and examples of how attitude, telephone etiquette, communication styles and listening skills impact the bottom line.

From the Publisher
Each chapter contains tips to help make a great first impression, enhance customer interaction and retain and strengthen client relationships through excellent customer service over the telephone.

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Loyalty Myths
Timothy L. Keiningham
0471743151
Sept 2005
Hardcover
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Review
"Strong stuff...[the authors] offer some well-researched loyalty truths" (Telegraph, November 2005)

"...full of ideas and suggestions...likely to be useful to anyone working in the field." (Research Magazine, May 2006)

Book Description
In Loyalty Myths, the authors have assembled 53 of the most common beliefs about customer loyalty – all of them wrong or misconceived! Each of the beliefs in this book is debunked with real-world examples. While other books speak in platitudes; this book is the only one to validate each proposition with real data.

Granted unprecedented access to customer records from a variety of multi-national corporations. Through these records, Ipsos Loyalty was able to precisely track the impact of this...



The Ultimate Question: Driving Good Profits and True Growth
Fred Reichheld
1591397839
March 2, 2006
Hardcover
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From Publishers Weekly
Almost everyone appreciates the importance of customer satisfaction in business, but this book takes that idea to two extremes. First, it claims that customer satisfaction is more important than any business criterion except profits. Second, it argues that customer satisfaction is best measured by one simple question, "Would you recommend this business to a friend?" Pressure for financial performance tempts executives to seek "bad profits," that is, profits obtained at the expense of frustrating or disappointing customers. Such profits inflate short-term financial results, Reichheld writes, but kill longer-term growth. Only relentless focus on customer satisfaction can generate "good profits." One unambiguous question, with answers delivered promptly, can force organizational change, he claims. Reichheld makes a...


Customer Mania!
Kenneth H. Blanchard
0743270282
Nov 2004
Hardcover
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From Publishers Weekly
Self-described "Chief Spiritual Officer" Blanchard strikes a familiar note of ebullient optimism in this follow up to his bestsellers The One-Minute Manager, Whale Done and Raving Fans! This time the business populist chronicles the efforts of Yum! brands to build a customer-focused corporate culture. As the corporate parent of Kentucky Fried Chicken, Pizza Hut, Taco Bell, A&W and Long John Silver, Yum! operates in an industry where a 200% annual turnover rate is normal. So the company’s own 40% annual turnover rate is exceptional, and its creation of a positive employee culture is no mean feat. Thus, Yum!’s survival in the fast food business—which relies heavily on the public’s contact with its front line employees—provides useful lessons for any manager whose business depends upon...


Branded Customer Service: The New Competitive Edge
Janelle Barlow
1576752984
October 2004
Hardcover
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From Publishers Weekly
According to this turgid primer, service with a smile is no longer enough. With today’s glut of interchangeable commodities and cynical consumers, every aspect of customer service must reinforce the brand image promulgated by the marketing department. Thus, employees of Fabulous Freddie’s gas stations try to work the word "fabulous" into every conversation with customers, while Abercrombie and Fitch hires college-age salespeople who look like their catalogue models. CNBC commentator Barlow, author of A Complaint Is a Gift, and consulting colleague Stewart, regale readers with anecdotes about snippy, sullen, ignorant sales associates who undermine brand loyalty and, worse, waiters and customer service reps whose carefully scripted cheerfulness and solicitude leave customers with a sour aftertaste of...


The Experience Economy: Work Is Theatre & Every Business a Stage
B. Joseph Pine II, James H. Gilmore
0875848192
April 1999
Hardcover
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Book Review
Sometime during the last 30 years, the service economy emerged as the dominant engine of economic activity. At first, critics who were uncomfortable with the intangible nature of services bemoaned the decline of the goods-based economy, which, thanks to many factors, had increasingly become commoditized. Successful companies, such as Nordstrom, Starbucks, Saturn, and IBM, discovered that the best way to differentiate one product from another--clothes, food, cars, computers--was to add service.

But, according to Joseph Pine and James Gilmore, the bar of economic offerings is being raised again. In The Experience Economy, the authors argue that the service economy is about to be superseded with something that critics will find even more ephemeral (and controversial) than services ever were: experiences. In part because of...



Delivering Knock Your Socks Off Service
Kristin Anderson
081440765X
Jan 2003
Paperback
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The Executive Issue
With fresh batches of lively anecdotes, examples from the service trenches,uplifting pep tals and aptivating cartoons by John Bush.

Bizlife, Greensboro, NC, March 2003
"For workers routinely called on to fix what's broken, find what's lost and soothe the irate, this book is indispensable."

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Hey, I'm the Customer: Front Line Tips for Providing Superior Customer Service
Ron Willingham
013388158X
January 1992
Paperback
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Unleashing Excellence: The Complete Guide to Ultimate Customer Service
Dennis Snow
193202106X
September 2003
Hardcover
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Richard A. Nunis, Retired Chairman, Walt Disney Parks & Resorts
"I recommend...to any company needing a 'how to' and 'can do' manual to implement service excellence in their organization."

Rich Stamberger, President & CEO, SmartBrief, Inc.
"Many authors tell you why great customer service matters; Yanovitch and Snow show you how to make it happen."

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Willie's Way
Phillip Van Hooser
0471748072
Sept 2005
Hardcover
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Book Description
Praise for Willie's Way:

"Willie's Way is a fascinating compilation of real-life customer service stories that actually make a difference. It's about building your brand one customer at a time. Read how enthusiasm, confidence, and sincerity can impact your customers, grow revenues, and impact your bottom line. This is the best book I've read on customer service in a long time." —Joe Scarlett Chairman of the Board Tractor Supply Company

"Wow! Willie's Way is simply infectious. Every reader is sure to find the six secrets to be very practical. In fact, they leave us without excuse. Without a doubt, Willie's Way has the power to transform an organization from one delivering mediocre customer service to one performing at the top." —Chris Strippelhoff Vice President–Member Services...



Fish! Tales: Real-Life Stories to Help You Transform Your Workplace and Your Life
Stephen C. Lundin, et al
0786868686
April 2002
Hardcover
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Book Review
Fish! Tales is Stephen C. Lundin, John Christensen, and Harry Paul's follow-up to Fish!--their enormously popular fable that draws lessons aimed at combating dysfunctional workplaces from the happy fishmongers at Seattle's Pike Place Market. In Fish! Tales the authors show how these lessons were put into practice at businesses both big (a major hospital and long-distance carrier) and small (a local car dealership and roofing company). Anyone who enjoyed Fish! (or, for that matter, Who Moved My Cheese?) or is looking for a motivational tool to help energize their own workplace, should find this short, upbeat primer worthwhile. --Harry C. Edwards

From AudioFile
These short stories, based on the bestseller, FISH!, are delivered in the lighthearted and playful spirit the authors...


Working with Microsoft Dynamics(TM) CRM 3.0
Mike Snyder, Jim Steger
0735622590
April 12, 2006
Paperback
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Book Description
Get a practical, hands-on introduction to the fundamentals of adapting Microsoft CRM 3.0 to meet your specific business needs. With topics that include developing new functionality, designing implementations, and integrating Microsoft CRM with other business applications—including Microsoft Office Outlook® and Microsoft SharePoint® Products and Technologies—this is the only book written for both developers and those who implement business solutions. Authored by experienced practitioners, this book provides case studies, integration and performance guidelines, and toolsets—the information you need to help you create successful CRM solutions. This book also explains how to maintain Microsoft CRM, making it of interest to IT professionals who support Microsoft CRM users. And power users will learn...


The Innovator's Dilemma : The Revolutionary Book that Will Change the Way You Do Business (HarperBusiness Essentials)
Clayton M. Christensen
0060521996
January 2003
Paperback
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Book Review
What do the Honda Supercub, Intel's 8088 processor, and hydraulic excavators have in common? They are all examples of disruptive technologies that helped to redefine the competitive landscape of their respective markets. These products did not come about as the result of successful companies carrying out sound business practices in established markets. In The Innovator's Dilemma, author Clayton M. Christensen shows how these and other products cut into the low end of the marketplace and eventually evolved to displace high-end competitors and their reigning technologies. At the heart of The Innovator's Dilemma is how a successful company with established products keeps from being pushed aside by newer, cheaper products that will, over time, get better and become a serious threat. Christensen writes that even the best-managed...

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