| |
|
|
|
Below are some Customer Service books and guides:
| Related Pages + Web Sites |
Other websites that may be of interest:
Other pages of interest on this website:
Here are some books from Amazon.com:
Disclosure: Products details and descriptions provided by Amazon.com. Our company may receive a payment if you purchase products from them after following a link from this website.
By Patrick Lencioni
Jossey-Bass
Hardcover (240 pages)
 | List Price: $24.95*
Lowest New Price: $13.13*
Lowest Used Price: $12.25*
Usually ships in 24 hours*
*(As of 01:23 Pacific 12 Mar 2010 More Info)
Click Here | - ISBN13: 9780787976392
- Notes: Brand New from Publisher. No Remainder Mark.
Product Description:
Another extraordinary business fable from the New York Times bestselling author Patrick Lencioni - Offers a key resource for gaining competitive advantage in tough times
- Shows why the quality of vulnerability is so important in business
- Includes ideas for inspiring customer and client loyalty
- Written by the highly successful consultant and business writer Patrick Lencioni
This new book in the popular Lencioni series shows what it takes to gain a real and lasting competitive edge. |
|
By Clayton M. Christensen
Highbridge Audio
Audio CD
 | List Price: $24.95*
Lowest New Price: $7.67*
Lowest Used Price: $6.66*
Usually ships in 24 hours*
*(As of 01:23 Pacific 12 Mar 2010 More Info)
Click Here | - ISBN13: 9781565114159
- Notes: Brand New from Publisher. No Remainder Mark.
Product Description:
Great companies can fail—not because they do anything wrong, but because they do everything right. Meeting customers' current needs leads firms to reject breakthrough innovations-"disruptive technologies" that create the products and opportunities of the future.
Radical thinking . . . and a wake-up call. Citing examples from many industries (computers, retailing, pharmaceuticals, automobiles, steel), Clayton M. Christensen explains how to avoid a similar fate. He presents strategies for determining when not to listen to customers, when to pursue small markets at the expense of larger ones, and other ways to ensure long-term growth and profit. This award-winning book shows managers the changes that may be coming—and how to respond for success. |
|
By Stephen C. Lundin & John Christensen
Hyperion
Released: 2000-03-08
Hardcover (112 pages)
 | List Price: $19.99*
Lowest New Price: $5.50*
Lowest Used Price: $0.23*
Usually ships in 24 hours*
*(As of 01:23 Pacific 12 Mar 2010 More Info)
Click Here | - ISBN13: 9780786866021
- Notes: Brand New from Publisher. No Remainder Mark.
Product Description:
Imagine a workplace where everyone chooses to bring energy, passion, and a positive attitude to the job every day. Imagine an environment in which people are truly connected to their work, to their colleagues, and to their customers. In this engrossing parable, a fictional manager is charged with the responsibility of turning a chronically unenthusiastic and unhelpful department into an effective team. Across the street from her office is Seattles very real Pike Place Fish Market, world famous and wildly successful thanks to its fun, bustling, joyful atmosphere and customer service. By applying ingeniously simple lessons learned from the actual Pike Place fishmongers, our manager learns how to energize those who report to her and effect an astonishing transformation in her workplace. Addressing todays work issues (including employee retention and burnout) with an engaging metaphor and an appealing message that applies to any sector of any organization, Fish! offers wisdom that is easy to grasp, instantly applicable, and profoundthe hallmarks of a true business classic. Based on a bestselling ChartHouse training video which has been adopted by corporations including Southwest Airlines, Sprint, and Nordstrom. |
|
By David H. Maister & Charles Green
Free Press
Paperback (224 pages)
 | List Price: $22.70*
Lowest New Price: $15.44*
Lowest Used Price: $4.71*
*(As of 01:23 Pacific 12 Mar 2010 More Info)
Click Here | Product Description:
This is a guide to professional success. In the modern world of business, it's all about the ability to earn the client's trust and thereby win the ability to influence them. In these high risk times, trust is more valuable then gold. This detailed resource book provides readers with the five crucial steps they need for developing, managing and improving client confidence. |
|
By Ken Blanchard
William Morrow
Released: 1993-05-19
Hardcover (160 pages)
 | List Price: $22.99*
Lowest New Price: $5.94*
Lowest Used Price: $0.72*
Usually ships in 24 hours*
*(As of 01:23 Pacific 12 Mar 2010 More Info)
Click Here | - ISBN13: 9780688123161
- Notes: Brand New from Publisher. No Remainder Mark.
Product Description:
"Your customers are only satisfied because their expectations are so low and because no one else is doing better. Just having satisfied customers isn't good enough anymore. If you really want a booming business, you have to create Raving Fans." This, in a nutshell, is the advice given to a new Area Manager on his first day--in an extraordinary business book that will help everyone, in every kind of organization or business, deliver stunning customer service and achieve miraculous bottom-line results. Written in the parable style of The One Minute Manager, Raving Fans uses a brilliantly simple and charming story to teach how to define a vision, learn what a customer really wants, institute effective systems, and make Raving Fan Service a constant feature--not just another program of the month. America is in the midst of a service crisis that has left a wake of disillusioned customers from coast to coast. Raving Fans includes startling new tips and innovative techniques that can help anyone create a revolution in any workplace--and turn their customers into raving, spending fans. |
|
By Fred Reichheld
Harvard Business Press
Hardcover (210 pages)
 | List Price: $29.95*
Lowest New Price: $11.66*
Lowest Used Price: $4.50*
Usually ships in 24 hours*
*(As of 01:23 Pacific 12 Mar 2010 More Info)
Click Here | - ISBN13: 9781591397830
- Notes: Brand New from Publisher. No Remainder Mark.
Product Description:
One Question Can Determine Your Business’s Future. Do You Know the Answer? CEOs regularly announce ambitious growth targets, then fail to achieve them. The reason? Their growing addiction to bad profits. These corporate steroids boost short-term earnings but alienate customers. They undermine growth by creating legions of detractors—customers who complain loudly about the company and switch to competitors at the earliest opportunity. Now loyalty expert Fred Reichheld shows how to reverse the equation, turning customers into promoters who generate good profits and true, sustainable growth. The key: one simple question—Would you recommend us to a friend?—that allows companies to track promoters and detractors and produces a clear measure of an organization’s performance through its customers’ eyes. In industry after industry, this "Net Promoter Score" is the single most reliable indicator of a company’s ability to grow. Based on extensive research, The Ultimate Question shows how companies can rigorously measure Net Promoter statistics, help managers improve them, and create communities of passionate advocates that stimulate innovation. Vivid stories from leading-edge organizations illustrate the ideas in practice. Practical and compelling, this is the one book—and the one tool—no growth-minded leader can afford to miss. |
|
By Tom Wong
For Dummies
Paperback (408 pages)
 | List Price: $24.99*
Lowest New Price: $13.63*
Lowest Used Price: $12.93*
Usually ships in 24 hours*
*(As of 01:23 Pacific 12 Mar 2010 More Info)
Click Here | - ISBN13: 9780470318126
- Notes: Brand New from Publisher. No Remainder Mark.
Product Description:
Ready to start solving business challenges with CRM (Customer Relationship Management) software? Interested in the latest enhancements and updates to Salesforce.com? Salesforce.com For Dummies, 3rd Edition, has just what you need! Salesforce.com is like an assistant for your sales, customer service, and marketing efforts — one that never takes a day off and never asks for a raise. Because it’s an Internet service, you sign up and log in through a browser, and it’s immediately available. Salesforce.com For Dummies, 3rd Edition shows you how to choose the right edition of Salesforce.com, and then how to use it to: - Prospect, manage accounts, develop contacts, and calculate forecasts
- Manage your customers and your teams, and close more business
- Analyze, migrate, and maintain your data
- Track and resolve customer service issues
- Generate and pursue more sales leads and boost your revenue
- Use Salesforce with Google AdWords and manage your Internet marketing
- Integrate Salesforce.com with ERP applications for greater value
- Make sales data available to sales reps, managers, and executives
- Follow the sales process from lead to close and see how to maximize your productivity
You already know how competitive business is today, so there’s no time to lose! Salesforce.com For Dummies, 3rd Edition gets you going with this all-important CRM technology right away. |
|
By Harry Beckwith
Texere
Hardcover (272 pages)
 | List Price: $15.95*
Lowest New Price: $39.95*
Lowest Used Price: $39.94*
*(As of 01:23 Pacific 12 Mar 2010 More Info)
Click Here | Product Description:
(NOT FOR SALE IN US AND CANADA) The essential guide to marketing services, that has become a business classic. Many companies who claim to be selling products are really selling services. What used to be a product-driven economy is now replete with services. But unlike products, you can?t touch services, hear or see them. Services are mainly just promises that somebody will do something. They are invisible. So how do you sell, develop and make them grow? This international bestseller, now in paperback, answers that question with insights on how the markets for services work and how customers think and behave towards your offering. When it comes to marketing and selling, the difference between products and services can be enormous. A treasury of bite-sized, practical and intelligent strategies, based upon the author?s extensive experience, Selling the Invisible will open your eyes to new ideas that will enhance the value and profitability of any company in today?s service market. The book begins with the core problem of services marketing: service quality. It then suggests how to learn what you must improve, with examples of what works. It then moves on to services marketing fundamentals: defining what business you really are in and what people really are buying; positioning your service; understanding customers and buying behaviour; and communicating your service. |
|
By Joseph Michelli
McGraw-Hill
Hardcover (224 pages)
 | List Price: $25.95*
Lowest New Price: $12.79*
Lowest Used Price: $10.00*
Usually ships in 24 hours*
*(As of 01:23 Pacific 12 Mar 2010 More Info)
Click Here | - ISBN13: 9780071548335
- Notes: Brand New from Publisher. No Remainder Mark.
Product Description:
Discover the secrets of world-class leadership! When it comes to refined service and exquisite hospitality, one name stands high above the rest: The Ritz-Carlton Hotel Company. With ceaseless attention to every luxurious detail, the company has set the bar for creating memorable customer experiences in world-class settings. Now, for the first time, the leadership secrets behind the company's extraordinary success are revealed. The New Gold Standard takes you on an exclusive tour behind the scenes of The Ritz-Carlton Hotel Company. Granted unprecedented access to the company's executives, staff, and its award-winning Leadership Center training facilities, bestselling author Joseph Michelli explored every level of leadership within the organization. He emerged with the key principles leaders at any company can use to provide a customer experience unlike any other, such as: - Understanding the ever-evolving needs of customers
- Empowering employees by treating them with the utmost respect
- Anticipating customers' unexpressed needs and concerns
- Developing and conducting an unsurpassed training regimen
Sharing engaging stories from the company's employees--from the corporate office and hotels around the globe--Michelli describes the innovative methods the company uses to create peerless guest experiences and explains how it constantly hones and improves them. The New Gold Standard weaves practical how-to advice, proven leadership tools, and the wisdom of experts to help you create and embed superior customer-service principles, processes, and practices in your own organization. |
|
By Seth Godin
Simon & Schuster Audio
Audio CD
 | List Price: $20.00*
Lowest New Price: $76.81*
Lowest Used Price: $39.91*
*(As of 01:23 Pacific 12 Mar 2010 More Info)
Click Here | Product Description:
Whether it is the TV commercial that breaks into our favourite programme or the telemarketing phone call that disrupts a family meal, traditional advertising is based on the hope of snaring our attention away from whatever we are doing. Seth Godin calls this Interruption Marketing, and, as companies are discovering, it no longer works. Instead of annoying potential customers by interrupting their most coveted commodity, time, Permission Marketing offers consumers incentives to voluntarily accept advertising. Now the Internet pioneer who has dramatically improved marketing effectiveness in media introduces a fundamentally different way of thinking about advertising products and services. By reaching out to only those individuals who have expressed an interest in learning more about a product, Permission Marketing enables companies to develop long-term relationships with customers, create trust, build brand awareness, and greatly improve the chances of making a sale. |
|
| |