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Fast Break addresses the increasing challenges that today's automotive dealer’s face. Over a period of decades, dealers developed a transaction/centric mindset. Given that you only have the opportunity to sell a new vehicle every 4-7 years this may be understandable. Unfortunately this mindset has crept into the service department, which needs to have the opposite orientation. By embracing a customer-centric approach to your service business, you...
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Filled with case studies and anecdotes, How to Talk to Customers demystifies the most critical aspect of customer service: conversations employees have every day with customers. In this must-have resource, Diane Berenbaum and Tom Larkin outline a proven system based on their MAGIC customer service training program. MAGIC, which stands for Make A Great Impression on the Customer, can help anyone become the type of communicator that makes their customers...
23) Treat Your Clients Like Royalty: Improve the Client Experience and Dramatically Increase Your Income
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English
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Gregor Hočevar's business enjoys success, due to his use of communication, behavior and knowledge, the critical skills for creating an amazing client experience. This book is a manual regarding how to treat your clients from the first interaction through the completion of a sale and beyond. By following the steps outlined, you can build trust with your clients that keeps them coming back. Right from the first chapter, Gregor gives you critical tools...
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Tools, Tips and Proven Techniques to Lift Your Service Higher. Lift Your Service UP! Increase service value! Add more to your customers and your bottom line. (Chapter 2 unlocks the value.) Explore spectacular service! Discover what's beyond the extra-mile. (Chapter 4 reveals the secrets.) Build your service culture! Attract great customers-and staff. (Study Chapter 6 to keep them.) Solve the crossword puzzles! Find loyalty, passion and profits. (Every...
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We are in the age of the empowered customer. There are more and more customer choices, greater and greater customer demands on organizations everywhere. Your Customers want to contact you utilizing an ever-growing number of channels but still expect a continual and contextual conversation with you throughout their journey. The expectations from your customer is no longer to just resolve their issues on the first try, but instead to anticipate their...
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Customer Service: The Kingpin of Business Success in Africa is a must read as it communicates how the power of customer service can revolutionise business on the African continent. The book uses proverbs and wise sayings to captivate the reader into action. The book captures both the African and Western experience to position the reader as a global player in the world of customer service. The book is a change agent and provides a platform how customer...
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Today's consumers demand not only services and products that are of the highest quality, but also positive, memorable experiences. This essential guide shows how organizations can leapfrog their competitors by learning how to add emotional value -the economic value of customers' feelings when they positively experience products and services -to their customers' experiences. Janelle Barlow and Dianna Maul, with more than forty years combined experience...
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True Stories of Winners and Losers in the Quest for Superior Service. Who wins? Who loses? It's up to you! BENCHMARK the best service innovations. (Chapter 5: Generating New Ideas) DISCOVER how to keep your customers happy, loyal and buying more. (Chapter 10: Building Up Your Business) Find out who makes the biggest mistakes in service, and what you must avoid. (Chapter 13: The Infinite Absurdity Awards) Plus many more easy-to-use insights on the...
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Eventually, every organization faces a serious branding disaster. Think of United Airlines, Wells Fargo, Uber, and other companies whose tribulations made front-page news. Poor business decisions, corrupt cultures, or just plain bad luck can lead to major PR meltdowns, sending once-loyal consumers fleeing in droves. But there's a right way to handle controversy and come out stronger on the other side.
Using recent high-profile brand implosions as...
30) Le Mom Test: Comment Parler Avec les Clients et Apprendre si Votre Idée d'Entreprise est Bonne, Q
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Français
Description
Le Mom Test est un guide rapide et pratique qui vous fera économiser du temps, de l'argent et de la peine.
Ils disent que vous ne devriez pas demander à votre mère si votre entreprise est une bonne idée, parce qu'elle vous aime et vous mentira. Techniquement c'est vrai, mais ils passent à cté de l'essentiel. Vous ne devriez demander à personne si votre entreprise est une bonne idée. C'est une mauvaise question qui incite tout le monde à...
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Customer experience has become the primary method of competitive differentiation between most brands today. While most companies claim that customers and their needs drive decisions and priority within their organizations, when it comes time to prioritize customer needs, it can often be more difficult and less clear exactly how and what to do.
There are several reasons for this, and these reasons form the foundation of Meaningful Measurement of the...
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You hate waiting in line or on the phone for customer service. There have been plenty of books about customer service, that all seem to offer "secrets" to improve customer service. This is not that book. I instead want to focus on Why customer Service is so broken and give you the secrets to get around it. Customer service is bad by design. Your bad customer service is not random, it is intentional. Customer Service is universally terrible, this is...
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Studies in the experience domain are still developing and academicians believe that it needs to be studied in diverse domains to attain its generalization. Literature has identified many important outcomes of brand experience which mostly include loyalty, equity and satisfaction. However, contemporary marketers are looking at engaging their consumers through the delivery of enjoyable experiences. This is for the reason that engaged consumers are extra...
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What can you learn from a mouse? When that mouse has been delighting and entertaining hundreds of millions of people for decades - it turns out there is plenty to learn. Dennis Snow's Lessons From the Mouse provides ten no-nonsense, practical principles that anyone, anywhere can apply. He entertains while he educates with chapters like 'What Time is the 3:00 Parade?' Is Not a Stupid Question. The mouse is very candid here - no Disney pixie dust blinds...
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Rapid iteration, A/B testing, and growth hacking-these buzzwords have everyone's attention in product management today. But while they dominate the current discussion, something even more significant has been lost in their limelight: long-term value creation for the customer. Product advisors Rajesh Nerlikar and Ben Foster believe that consistently delivering meaningful outcomes requires a deep understanding of your customer's definition of success....
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Español
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Libro especializado que se ajusta al desarrollo de la cualificación profesional y adquisición de certificados de profesionalidad. Manual imprescindible para la formación y la capacitación, que se basa en los principios de la cualificación y dinamización del conocimiento, como premisas para la mejora de la empleabilidad y eficacia para el desempeño del trabajo.
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Are you worried that your customers are trying to survive tough times by seeking better deals from your competitors? Are you having an even tougher time finding new customers for your product or service? Superstar Customer Service follows Superstar Leadership and Superstar Sales, three titles aimed straight at achieving the highest levels of performance in these three essential areas. Customer service may be one of the most demanding and difficult...
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Ignore a valid complaint and you could be the next viral sensation for all the wrong reasons. But give in to every demand and you may be consumed with the often petty complaints of your worst customers and wind up pandering to them with freebies, discounts, and special attention. That will cost you time and money, and perhaps worse, do little or nothing to solve the root problem. Dealing with Difficult Customers will show you: How to stop using gimmicks...
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English
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Quality service impacts sales and returns positively. This book teaches how to be successful and profitable in your business by offering exceptional customer service and it also explains the main reason why many successful companies make excellent customer service an important element in their agenda. What you'll learn in this book will work great for business owners, entrepreneurs and training of customer service specialists. You will get to learn...
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In a world where anything you text, post, or blurt out can go viral instantly, having control over your words is critical to your success.
Whenever we're frustrated, angry, or under stress, those negative influences try to control what we'll say next. When we give in to them, they get more powerful, controlling our tone and our words, and ultimately having a negative impact on us. Fortunately, there's a way for you to take charge.
Big Brain...
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