Product Description: Whether it’s the interminable hold times, the multitude of buttons to press, or the automated voices before reaching someone with a measurable pulse—who hasn’t felt exasperated at the abuse, neglect, and wasted time when all we want is help, and maybe a little human kindness? Your Call Is (not that) Important to Us is journalist Emily Yellin’s highly entertaining and far-reaching exploration of the multibillion-dollar customer service industry and its surprising inner-workings...read more

Product Description: Do the secrets to delivering excellent service seem elusive and impossible? Have you done everything you can think of to improve your service delivery with mixed results? This no-nonsense, straightforward approach to delivering excellent service will give you the direction and confidence needed to get you and keep you on track...read more

Product Description: Companies are more disloyal to their clients than the clients are disloyal to companies.Business leaders regularly complain about their clients’ lack of loyalty. Yet, reality shows that the opposite is true: companies are disloyal to their clients...read more

Product Description: Soziodemographische Entwicklungen sowie ein Wertewandel in der Gesellschaft haben bei Kunden von Handelsunternehmen eine zunehmende Nachfrage nach Einkaufsconvenience ausgelöst. Einerseits stellt dies Handelsunternehmen vor neue Herausforderungen; andererseits sehen Handelsmanager auch ein besonderes Zukunftspotenzial in diesem Trend...read more

"Customer Service" is not a lost art -- but it surely needs to be rediscovered. With all the books that have been written on the subject, it is surprising how little solid insight has been really offered. That is why Unleashing Excellence stands out from the crowd. Without fluff and puffery, customer service experts Dennis Snow and Teri Yanovitch give a no-nonsense, highly readable, easy-to-understand guide that will encourage readers to take a serious look at their own efforts and make the important changes necessary to create the ultimate customer service for their businesses. By examining some of the world's best customer service organizations, readers will be provided with the keys to implementing programs and changing behaviors that can spell success. As Aritotle said, "We are what we do repeatedly, therefore, excellence is not an act, but a habit." Unleashing Excellence will help determined readers to make excellent service a habit.

Product Description: The 21ST CENTURY BUSINESS SERIES is an innovative instructional program providing instructors with the greatest flexibility to deliver business content using a modular format. Instructors can create their own business courses by combining several Learner Guides in the Series to form one-semester or two-semester courses...read more

Customer Service: Career Success in the Service Economy, 4e provides a systematic process for building service skills that all business people need. Presented in a friendly, conversational manner, the book is filled with examples that demonstrate the link between service skills and career achievement. This edition emphasizes the impact of customer loyalty on business growth and discusses how to measure a company's ration of promoters, or Net Promoter Score. Throughout the book, there is an emphasis on exceeding customer expectations and translating customer loyalty into personal and corporate success.   Explains why certain actions lead to better customer loyalty, and provides specific ways to accomplish these behaviors.  Goes well beyond canned responses to help readers apply creative solutions to ever-changing problems. A greater emphasis on loyaltyand the latest techniques such as the Net Promoter Score, exceeding expectations, customer-friendly technology etc. Examines how loyalty translates to business growth and development through recommendations, referrals and promotions.  This book is for employees and managers of customer service departments and human resource training departments.

Product Description: In this exciting new book the authors explore the factors of relationship marketing in its contemporary context, with the consumer in mind. From the experience of a football club supporter to experiences of gap year travel, to text messaging behavior, and to using the library, the focus of this text is on the consumer perspective...read more

Product Description: A winner of the American Marketing Association Foundation’s Berry-AMA 2011 Book Prize for the best book in marketing! Shareholder value . . . core competence . . .six sigma . . . right sizing . . . These influential strategy ideas have lured many companies into a dangerous internal focus, viewing the world from the inside out...read more

Product Description: A winner of the American Marketing Association Foundation’s Berry-AMA 2011 Book Prize for the best book in marketing! Shareholder value . . . core competence . . .six sigma . . . right sizing . . . These influential strategy ideas have lured many companies into a dangerous internal focus, viewing the world from the inside out...read more

Product Description: Revolutionize your financial advisory business by quickly forging an unbreakable bond with your clients or prospects to become an advisor who is trusted with 100 percent of their assets. Most clients invest only about 30 percent of their assets with a financial advisor, but some financial advisors invest 100 percent of their client's assets...read more

Product Description: Keep them coming back for more   Brilliant Customer Service is your guide to help you deliver exceptional customer service and keep your customers coming back time and time and again. It’s for anyone involved in any organisation – whether you run your own business, manage people or you are a customer facing employee...read more

Product Description: With more choice than ever before, customers today have high expectations of products and services. Businesses need a top-notch customer services system in place, and Customer Care Excellence explains how to achieve just that. In clear, practical language, this book explains how to develop and sustain a customer-service focus within a company...read more