Branded Customer Service: The New Competitive Edge
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.
Chief Customer Officer: Getting Past Lip Service to Passionate Action
Jeanne Bliss devoted a quarter century to improving the customer experience at an impressive array of hulking corporate conglomerates. Her viewpoint carries more wisdom and practical application know-how than most. If you want in on it, read this book.
Customer Service Training 101
In this book,Renee Evenson offers an easy-to-read guide that helps you get your employees in shape to handle any situation.
Endless Referrals: Network Your Everyday Contacts Into Sales, New & Updated Edition
With over 100,000 copies sold, this is one of the most popular business- and sales-boosting guides ever written. This new edition offers successful entrepreneur and speaker Bob Burg's proven relationship-building system that thousands of professionals and entrepreneurs have used to turn casual contacts into solid sales opportunities.
Fish! A Remarkable Way to Boost Morale and Improve Results
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."
Give'em the Pickle!
Give 'em the Pickle! is the ultimate customer service book. It contains entertaining stories and practical ideas that will enable the reader to take such good care of customers that they'll utter those three magic words, "I'll be back."
Improving Service Quality: Achieving High Performance in the Public and Private Sectors
This important new book focuses on quality improvement methods for high performance in public and private services. When various quality and productivity theories and methods are applied without changing the organizational culture, it is very difficult to consistently deliver quality results.
Like It or Not - You Get Me: Customer Service in the Public Sector
Customer service in the public sector is different than in corporate America. Customers generally have no choice. If they are not happy with the service they get they can't go to another public agency - so they complain. Improving service in the public sector means convincing staff their day will be better when things run smoothly and customers are satisfied.
Managing the Customer Experience: Turning Customers into Advocates
You need loyal customers, not just satisfied ones. Managing the Customer Experience: Turn Customers Into Advocates shows you how to manage your customer experience and reap the rewards.
Raving Fans: A Revolutionary Approach To Customer Service
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 with a three-part formula.
Selling to Big Companies
Stop fishing in small ponds with the wrong bait. If you're ready to net bigger clients, Jill Konrath provides a straightforward, easy-to-follow approach in Selling to Big Companies. You discover what lures those prestigious, profitable corporations and how to reel them in. And best of all, you're guaranteed to land a big one! —Jay Conrad Levinson
Super Service
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 Big Book of Customer Service Training Games
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.
The Ultimate Competitive Advantage: Secrets of Continually Developing a More Profitable Business Model
It's a challenge to discuss business models compellingly, but management consultants Mitchell and Coles do an impressive job of it here. Their thesis: the best-performing corporations are those that constantly review and update their business models to adapt to changing conditions. Their supporting stories in particular are well-chosen, fleshing out entrepreneurial successes from companies from a dry cleaner in Newton, Mass. to the Mandalay Resort Group. At the "award-winning" cleaners in Newton, for example, the owner established a VIP service at no extra charge; customers could drop off laundry any time of the day, have the costs charged to a credit card and use a separate line when picking up their clothes. The benefits for the owner? He cut costs by ensuring swift payment and could process the VIP customers' orders before or after business hours, thus diminishing the demands on his employees manning the counter during busy opening hours. That example shows up in Chapter Three, "Eliminate Costs That Reduce Customer and End-User Benefits," and like the rest of the book, the case studies are clearly and enthusiastically presented with literary epigraphs and helpful chapter summaries that front each chapter.
Customer Service
Tip of the Week
For good customer service, go the extra mile. Include a thank-you note in a customer's package; send a birthday card; clip the article when you see their name or photo in print; write a congratulatory note when they get a promotion. There are all sorts of ways for you to keep in touch with your customers and bring them closer to you. - Liz Tahir
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