Business : Customer Service

Is Poor Customer Service Slowly Eating Away at Your Business? There is a deadly cancer facing businesses today. A profit destroying, production crippling, customer-losing agent called apathy. There is an old saying: a new broom sweeps clean. Which means a new employee comes on board filled with vigor and enthusiasm. What they lack in skill, they make up for in excitement. On the other hand, many times the ones with the experience have all but lost the flame of passion that once made them an asset to your company. If left unchecked, your co-workers can lose sight and start looking at your customers as pests instead of profit centers. This kind of customer-devouring cancer can destroy your company in a slow agonizing death. The worst part is it usually happens behind upper management's back and can be very hard to detect. What's the answer? Now you can use Tony Alessandra's Customer-Driven Service 53-page workbook with several worksheets to get your people to become more customer-focused. When we focus too much on operations and not enough on the customer, we can ruin customer loyalty. If you've ever been on the other end of the phone trying to make sense to some bureaucratic "customer-policy-robot" who just says "Sir there's nothing I can do, our policy says..." You will be right in sync with the messages in this content-filled workbook. Topics covered include: Operations-Driven vs. Customer-Driven Service, A Commitment to Being Customer-Driven, Creating Demanding Customers, Moments of Magic vs. Moments of Misery, Effective Communication, Keeping in Touch with Your Customers, The Appropriate Handling of Customer Problems, and much more. This workbook will help you improve your customer loyalty and retention. more...

Price: $10.95

This work shows database marketers how to get out of the vicious circle of building new loyalty programmes, instead showing them how to build enduring loyalty programmes using incrementalism. Readers learn why giving customers a choice in a direct offer always reduces response. more...

Price: $29.95

Customer service is the single most pressing problem for business managers and people in any service or sales operation, especially at the retail level. In fact, many experts believe that you build a business from the customer up. In Customer Mania!, Ken Blanchard, one of America's biggest bestselling authors and inspiring business leaders, writes of the key to customer service -- creating a people-oriented, performance-driven, customer-first organization. Along with coauthors Jim Ballard and Fred Finch, Blanchard explains why the customer is the right starting place from which to build a successful business. more...

Price: $19.95

Customer Relationship Management combines marketing and relationship theory with practical advice to enable students and practitioners to understand the philosophy and significance of CRM. The book illustrates how leading companies are using techniques such as customer orientation, retention, global relationship management and performance management through the Balanced Scorecard to develop long-term, sustainable advantage. more...

Price: $89.95

This title is all about the latest techniques for attracting and retaining customers. It looks at techniques of "customerized selling", how to create a culture of creativity in your business; ideas for customer service skills, and how to segment your customers by value, pattern and buying criteria. more...

Price: $24.95