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Below are some Customer Service books and guides:
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Here are some books from Amazon.com:
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By Tony Hsieh
Business Plus
Hardcover (253 pages)
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Click Here | - ISBN13: 9780446563048
- Notes: BUY WITH CONFIDENCE, Over one million books sold! 98% Positive feedback. Compare our books, prices and service to the competition. 100% Satisfaction Guaranteed
Product Description:
In his first audiobook, Tony Hsieh - the widely-admired CEO of on-line shoe retailer, Zappos, explains how he created a unique culture and commitment to service that aims to improve the lives of its employees, customers, vendors and backers. Using anecdotes and stories from his own experiences and from other companies, Hsieh provides concrete ways that companies can achieve unprecedented success. Even better, he shows how creating happiness and record results go hand-in-hand. He starts with the 'Why' in a section where he narrates his quest to understand the science of happiness. Then he runs through the ten Zappos 'Core Values' such as 'Deliver WOW through Service,' 'Create Fun and A Little Weirdness' and 'Build a Positive Team and Family Spirit' and explains how you and your colleagues should come up with your own. Hsieh then details many of the unique practices at Zappos that have made it the success it is today, such as the philosphy of allocating marketing money into the customer experience, thereby allowing repeat customers and word-of-mouth be their true form of marketing. He also explains why Zappos's main priority is company culture and his belief that once you get the culture right, everything else - great customer service, long-term branding - will happen on its own. Finally, Hsieh explains how Zappos employees actually apply the Core Values to improving their lives outside of work - and to making a difference in their communities and the world |
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By Stephen C. Lundin & John Christensen
Hyperion
Released: 2000-03-08
Hardcover (112 pages)
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Click Here | - ISBN13: 9780786866021
- Notes: BUY WITH CONFIDENCE, Over one million books sold! 98% Positive feedback. Compare our books, prices and service to the competition. 100% Satisfaction Guaranteed
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. |
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By Clayton M. Christensen
Highbridge Audio
Audio CD
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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. |
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By Kenneth Blanchard
Random House Audio
Released: 1993-04-19
Audio Cassette
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In a fresh and innovative look at customer service, the authors present an entertaining story about an area manager with a rotten service record and his golf-playing good fairy who teaches him how to turn customers into raving fans. |
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By Patrick Lencioni
Jossey-Bass
Hardcover (240 pages)
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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. |
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By David H. Maister & Charles Green
Free Press
Paperback (224 pages)
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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. |
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By Leonardo Inghilleri
AMACOM
Hardcover (170 pages)
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Click Here | - ISBN13: 9780814415382
- Notes: BUY WITH CONFIDENCE, Over one million books sold! 98% Positive feedback. Compare our books, prices and service to the competition. 100% Satisfaction Guaranteed
Product Description:
"Filled with treasure and big ideas, this book will help you become exceptional." - SETH GODIN
In a tight market, your most powerful growth engine and your best protection from competitive inroads is this: put every thing you can into cultivating true customer loyalty. Loyal customers are less sensitive to price competition, more forgiving of small glitches, and, ultimately, become "walking billboards" who will happily promote your brand. In Exceptional Service, Exceptional Profit insiders Leonardo Inghilleri and Micah Solomon reveal the secrets of providing online and offline customer service so superior it nearly guarantees loyalty. Their anticipatory customer service approach was first developed at The Ritz-Carlton as well as at Solomon's entertainment and technology company Oasis, and has since proven itself in countless companies around the globe from luxury giant BVLGARI to value-sensitive auto parts leader Carquest, and everywhere in between. Now, readers can take the techniques that minted money for these brands and apply them directly to their own businesses. As Ken Blanchard writes, "Leonardo and Micah's philosophies, rules, and winning examples of service excellence will make you want to implement their suggestions immediately in your own organization." Filled with detailed, behind-the-scenes examples, the book unlocks a new level of customer relationship that leaves your competitors in the dust, your customers coming back day after day, and your bottom line looking better than it ever has before. (edited by author) |
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By Dale Carnagey
Douglas Editions
Kindle Edition
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Kindle edition of Dale Carnagey and J. Berg Esenwein's classic work on public speaking with active table of contents. |
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By Fred Reichheld
Harvard Business Press
Hardcover (210 pages)
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Click Here | - ISBN13: 9781591397830
- Notes: BUY WITH CONFIDENCE, Over one million books sold! 98% Positive feedback. Compare our books, prices and service to the competition. 100% Satisfaction Guaranteed
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. |
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By Harry Beckwith
Texere
Hardcover (272 pages)
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(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. |
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