by
Reider, Rob.
Call Number
658.4012
Publication Date
2012
Summary
Striving for excellence in customer service is to gain the competitive advantage. It is the keystone for the business to grow and prosper in the right direction so that it builds through repetitive sales to existing customers and referrals to potential customers. If you were to look at customer service in your organization as a major business component and all customers are treated with excellence prior to the sale, during the sale, and after the sale, customer service will become a profit center that builds sales dollars to the top line and real profits to the bottom line. This book can help you and any organization manager achieve customer service excellence with its basic principle of doing the right thing at the right time for the right customers. It can also assist in building organizations with strong customer bases and sales loyalty. The author smartly gives you real practical "how tos" in providing excellent customer service in all aspects of your operations by doing the right thing despite the counter pressure within your organization. As many businesses are struggling to be competitive, or merely to survive, this book is your primer or "how to" for identifying and maintaining customer service excellence in all operational areas on the path to developing a learning organization. No matter what type of business-this book can be a learning, coaching, and mentoring tool in your quest to make the delivery of customer service the best possible in today's ever changing business environment.
Format:
Electronic Resources
Relevance:
1.3926
Call Number
TR DVD 658.812 WHA
Publication Date
2009
Summary
This program offers a wealth of information about what customers love, and what they hate. Drawing on recent surveys conducted in Australia, psychologist Peter Quarry adjudicates as a panel of sales and service experts discuss how customers? needs and wants can best be met. Each panel member discusses how to avoid turning a customer off and how to engage their interest in a product. Viewers are challenged to assess their current methods and style, and apply the principles uncovered by the latest behavioural studies that show why people buy, and why they don?t.
Format:
Books
Relevance:
0.4554
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by
McManus, Sean.
Call Number
658.812 MCM
Publication Date
2013
Summary
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
Format:
Electronic Resources
Relevance:
0.1821
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