Showing titles in Customer Service

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...

In an era where the world seems to change faster than ever before, it can be daunting to keep up, especially when the rules of earning a living are being rewritten by technology. For those of us who have seen decades come and go, the idea of making money from the comfort of home—using nothing more than an internet connection and a willingness to learn—was once unimaginable. Yet here we are, standing at the crossroads of experience and innovation, with opportunities waiting around every digital corner.

The Compass and the Nail presents an unconventional perspective of how particular organizations create rabid fan bases, in turn making them more successful and more profitable. Written by Patagonia's former lead strategist for consumer marketing, and advisor to such iconic brands as Seventh Generation and Burton Snowboards, Craig Wilson outlines game-changing insights for providers of any product or service who desire fiercely loyal behavior.

A good business developer, prospector and networker knows how to create a positive connection with the people they meet. They are the catalyst that creates a chemical reaction between strangers, and they know how to convert these opportunities into new business. Louisa Clarke and David Kean have spent their careers catalysing strangers into contacts and converting contacts into clients - and even into friends.

The Heart of Hospitality is the essential guide to creating exceptional customer service and hospitality for guests of all generations, including millennials, boomers, and more.

Chief Customer Officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses around the world. And it will take years off your learning curve. Written by Jeanne Bliss, worldwide authority on customer experience, and preeminent thought leader on the role of the customer leadership executive, this book follows the five-competency model she uses to coach the C-Suite and chief customer officers.

Prospect the Sandler Way shares 30 core principles for mastering stress-free lead development by phone and over the Internet, in accordance with the selling system developed by David H. Sandler. Includes updated strategies on 21st-century topics like conducting effective online pre-call research, and using LinkedIn to generate referrals.

You're up to 55% more likely to win business with an existing customer than with an outside prospect. Mastering Account Management is your blueprint for winning long-term business with your highest potential buyers (your customers). Instead of focusing on time-consuming lead-generation tactics, a replicable account management process will produce better and faster returns. Englander's 102-step guide will tell you how to create one for your business.

Whether you're a manager, owner, or employee, Customer Service Training 101 gets you up to speed fast. The completely revised and updated third edition addresses every aspect of face-to-face, phone, online, social media, and self-service interactions. Using scenarios, guidelines, and practice exercises, this inspiring training manual explains what to say and do, what to avoid, and why interactions go astray.

This book offers an innovative, research-based approach to one of the toughest challenges businesses face today: how to drive success by effectively managing the moments when employees interact with customers. Based on research spanning 10 million employees and 10 million customers around the globe, the Human Sigma approach combines a proven method for assessing the health of the employee-customer encounter with a disciplined process for improving it.

Learn how frictionless organizations cut costs, grow revenue, and create loyal fans by creating products and services that work so well, their customers never have to contact them for the wrong reasons. This audiobook will help any customer-facing organization deliver better customer experiences, save money, and increase revenue. Veteran customer service experts Bill Price and David Jaffe, coauthors of the best seller The Best Service Is No Service, explain how organizations can design products, sales, and support so that customer effort is reduced or, better still, removed.

Bridget Brennan, CEO of Female Factor, shows listeners how to win sales and grow market share by creating a customer experience that appeals to the most powerful consumers: women. When people think about the world’s growth markets, they often envision countries like China and India. Yet they...

Tom Peters, the international best-selling author of In Search of Excellence, which has sold over one million copies, concludes his 15 definitive rules on professional excellence and why, today, they are more important than ever. The Excellence Dividend is a critical new book from one of today's leading visionaries in business. This year's winner of the Thinkers 50 Lifetime Achievement Award and the CEO Reads Lifetime Contribution to the Business Book Industry Award, Tom Peters is one of the world's most revered management gurus and global business thinkers.

Conversation Marketing will help you connect your brands, not just to the minds of your consumers, but to their hearts. Slick slogans and catchy ads may still work in some instances, but today's discerning consumers demand more. They want information and a reason to connect with a brand before they act. They want a conversation.

Marketing experts and professors Annie Wilson and Ryan Hamilton, through dozens of cases, provide insight into how brands can drive growth by attracting new segments without alienating or losing their current customers. They also explore how brands can more strategically select and manage customer segments to drive high velocity growth and symbiotic segment relationships.

For thousands of years, we've created things called games that tap the tremendous psychic power of fun. In a revised and updated edition of For the Win, authors Kevin Werbach and Dan Hunter argue that applying the lessons of gamification could change your business, the way you learn or teach, and even your life. Werbach and Hunter explain how games can be used as a valuable tool to address serious pursuits like marketing, productivity enhancement, education, innovation, customer engagement, human resources, and sustainability.

If leaders aren't integrating their digital offerings into a philosophy of customer success, they will be defeated in the next decade because technical excellence and other traditional competitive advantages are becoming too easy to imitate. The Customer Success Economy offers examples and specifics of how companies can transform. It addresses the pains of transforming organizational charts, leadership roles, responsibilities, and strategies so the whole company works together in total service to the customer.

Companies have invested thousands and even millions of dollars in CRM technology over the past decade, but frontline salespeople and sales executives alike are still groping for solutions. The problem of drift—a common phenomenon in which a prospect simply forgets about the product offering and goes dark—is persistent and rampant. Technology doesn't change behavior on its own. Behavior is changed by adopting better habits. The fact is, forty-four percent of salespeople give up after one follow-up attempt. That sad reality presents a genuine opportunity.

Despite what the old adage says, the customer is not always right. Even companies that can seemingly do no wrong-like the coffeehouse giant Starbucks-have only recently started to figure this out.

Even skilled salespeople buckle in tough selling situations—getting defensive with prospects who challenge them on price or too quickly caving to discount pressure. These fight-or-flight responses are something salespeople learn to avoid when building their emotional intelligence. Sales...