Creating Service Superstars

Creating Service Superstars

If you have customers and want to delight them, surprise them and keep them this is a must read.

Author: Caroline Cooper

Publisher: Naturally Loyal Publications

ISBN: 0995618321

Category:

Page:

View: 659

If you have customers and want to delight them, surprise them and keep them this is a must read. Creating Service Superstars is a treasure trove of clearly explained and easy to follow ideas to help any manager involved in or interested in improving their customers' experience
Categories:

Customers for Life

Customers for Life

... You Can't Have All the Customers 69 How To Teach Customers to Get the Best
Service 72 Creating Frequent Buyers 76 Making Sure You Have the Best People
80 Developing Service Superstars 88 How Do You Know How Good You Are?

Author: Carl Sewell

Publisher: Currency

ISBN: 0307567311

Category: Business & Economics

Page: 240

View: 780

In this completely revised and updated edition of the customer service classic, Carl Sewell enhances his time-tested advice with fresh ideas and new examples and explains how the groundbreaking “Ten Commandments of Customer Service” apply to today’s world. Drawing on his incredible success in transforming his Dallas Cadillac dealership into the second largest in America, Carl Sewell revealed the secret of getting customers to return again and again in the original Customers for Life. A lively, down-to-earth narrative, it set the standard for customer service excellence and became a perennial bestseller. Building on that solid foundation, this expanded edition features five completely new chapters, as well as significant additions to the original material, based on the lessons Sewell has learned over the last ten years. Sewell focuses on the expectations and demands of contemporary consumers and employees, showing that businesses can remain committed to quality service in the fast-paced new millennium by sticking to his time-proven approach: Figure out what customers want and make sure they get it. His “Ten Commandants” provide the essential guidelines, including: • Underpromise, overdeliver: Never disappoint your customers by charging them more than they planned. Always beat your estimate or throw in an extra service free of charge. • No complaints? Something’s wrong: If you never ask your customers what else they want, how are you going to give it to them? • Measure everything: Telling your employees to do their best won’t work if you don’t know how they can improve.
Categories: Business & Economics

Success Secrets of the Social Media Marketing Superstars

Success Secrets of the Social Media Marketing Superstars

Many businesses are seeking to use community software to promote their
products and services. Their goals are generally 1) to create a strong community
to serve their target market, 2) to build an engaged community for managing peer
 ...

Author: Mitch Meyerson

Publisher: Entrepreneur Press

ISBN: 9781613080085

Category: Business & Economics

Page: 336

View: 728

Online marketing expert Mitch Meyerson presents you with an unmatched advantage into the world of social media – the priceless secrets, strategies, tactics and insights of more than 20 of today’s social media elite. Handpicked to cover almost every aspect of social media marketing, Meyerson and this distinguished team of experts open their playbooks and teach you how to create effective social media campaigns to cut through the clutter, reach out to millions and grow your business. Features: • Proven tips and tactics from 20+ top social media marketers • The biggest mistakes businesses make with social media and how to fix them • Actionable plans for all areas including social networks, blogs, web TV and mobile marketing • Real-world case studies, best practices and proven techniques from the experts • Detailed list of resources
Categories: Business & Economics

Coaching Knock Your Socks Off Service

Coaching Knock Your Socks Off Service

Positive feedback, recognition, and reward are the breakfast food of both service
superstars and star athletes. • ''Can I Help? ... as well as a list of do's and don'ts
that makes the difference between helping and creating resentment. • “Help!

Author: Ron Zemke

Publisher: AMACOM

ISBN: 9780814415818

Category: Business & Economics

Page: 176

View: 584

Knock your socks off service doesn't just happen. It requires coaching on an ongoing basis. Now, thanks to authors Kristin Anderson and Ron Zemke, supervisors have a practical guide to the day-to-day challenges that arise in training superior customer service people. This newest Knock Your Socks Off book explains how to help frontline employees hone their skills, maintain the motivation to perform, and meet new situations head-on. The authors present a model for successfully coaching anyone, anywhere, and they show readers how to apply it in familiar coaching situations. Everyone can appreciate Zemke and Anderson's strategies for handling the toughest coaching problems. And they will learn a most important new skill— teaching employees to be peer coaches, a growing need in the current era of teams and of doing more with less.
Categories: Business & Economics

Retail Superstars

Retail Superstars

This service is available to other booksellers as well. ... Retailers strive to make
their stores a destination. ... The goal of creating a very special store for book
lovers instead of building a big chain of stores always has been Michael's desire.

Author: George Whalin

Publisher: Penguin

ISBN: 9781101052679

Category: Business & Economics

Page: 240

View: 118

How small, one-of-a-kind businesses can break through among giants Megachains like Walmart, Starbucks, Home Depot, and The Gap attract Americans to thousands of outlets by offering a large selection of goods and services. But this doesn't mean that independent stores can't compete with the big guys-and win. Retail expert George Whalin identifies and explores twenty-five highly popular and profitable independent stores from around the country. Unlike the mom-and-pops of yesteryear, these businesses embrace technology and innovation, generate word of mouth, and turn their size into an advantage. They include: ? ABC Carpet and Home in New York City ? Powell's City of Books in Portland, Oregon ? The Junkman's Daughter in Atlanta ? Jungle Jim's International Market in Fairfield, Ohio Readers will be inspired by how these independent stores are thriving and take away lessons they can apply to their own businesses.
Categories: Business & Economics

Best in Town

Best in Town

In this short, easy-to-read book, restaurant and bar owners will discover how to consistently create incredible experiences for your guests over and over again by turning your staff into customer service superstars.

Author: Mark Bares

Publisher: Createspace Independent Publishing Platform

ISBN: 1986907473

Category:

Page: 80

View: 762

In this short, easy-to-read book, restaurant and bar owners will discover how to consistently create incredible experiences for your guests over and over again by turning your staff into customer service superstars. You'll earn tons of five star reviews and become the "go to" choice in your community making you more money and creating more personal freedom than you've ever had before.
Categories:

The Hidden Power of Your Customers

The Hidden Power of Your Customers

... with a customer-focused culture, it should be everyone's job to make sure
customer needs are met—better yet, exceeded. ... Relations,” it is critical that the
people chosen to staff those roles be your company's customer service
superstars.

Author: Becky Carroll

Publisher: John Wiley & Sons

ISBN: 9781118095461

Category: Business & Economics

Page: 240

View: 599

Categories: Business & Economics

PEAK

PEAK

The result for the customer might be service levels that may meet the basic levels
of satisfaction but never aspire to that next level of meeting customer desires.
Once I ... We immediately moved some of our Joie de Vivre service superstars
from other hotels to the Vitale, and we had frank ... CREATING COMMITMENT
131 1.

Author: Chip Conley

Publisher: John Wiley & Sons

ISBN: 9781119434924

Category: Business & Economics

Page: 320

View: 398

Proven principles for sustainable success, with new leadership insight PEAK is the popular, transformative guide to doing business better, written by a seasoned entrepreneur/CEO who has disrupted his favorite industry not once, but twice. Author Chip Conley, founder and former CEO of one of the world’s largest boutique hotel companies, turned to psychologist Abraham Maslow's Hierarchy of Needs at a time when his company was in dire need. And years later, when the young founders of Airbnb asked him to help turn their start-up home sharing company into a world-class hospitality giant, Conley once again used the principles he’d developed in PEAK. In the decade since this book's first edition, Conley's PEAK strategy has been developed on six continents in organizations in virtually every industry. The author’s foundational premise is that great leaders become amateur psychologists by understanding the unique needs of three key relationships—with employees, customers, and investors—and this message has resonated with every kind of leader and company including some of the world’s best-known, from Apple to Facebook. Avid users of PEAK have found that the principles create greater loyalty and differentiation with their key stakeholders. This new second edition includes in-depth examples of real-world PEAK companies, including the author’s own at Airbnb, and exclusive PEAK leadership practices that will take you—and your company's performance—to new heights. Whether you're at a startup or a Fortune 500 company, at a for-profit, nonprofit, or governmental organization, this book can help you and your people reach potential you never realized you had. Understand how Maslow's hierarchy makes for winning business practices Learn how PEAK drove some of today's top businesses to success Help employees reach their full potential—and beyond Transform the customer experience and keep investors happy The PEAK framework succeeds because it elevates the business from the inside out. These same principles apply in the boardroom, the breakroom, and your living room at home, and have proven to be the foundation of healthy, fulfilled lives. Even if you think you're doing great, you could always be doing better—and PEAK gives you a roadmap to the next level.
Categories: Business & Economics

Success Secrets of the Online Marketing Superstars

Success Secrets of the Online Marketing Superstars

ERICWARD has been creating natural linking strategies for clients since 1994,
when he founded the web's first linkbuilding and content publicity service, called
NetPOST. Eric publishes the strategic linking advice newsletter LinkMoses
Private ...

Author: Mitch Meyerson

Publisher: Entrepreneur Press

ISBN: 9781613083024

Category: Business & Economics

Page: 328

View: 839

Eager business owners gain access to the playbooks of 23 of today’s most respected and well-known online marketers, who reveal their most valuable online strategies and tactics for capturing new customers and influencing ongoing purchases from current ones. Each chapter is a coaching session designed to help business owners avoid the pitfalls and mistakes by the experts who have been there and done that. Readers learn how to develop a personal media brand, build a total online presence, and create a social media strategy that increases traffic. They also discover how to develop and use content that converts visitors into buyers and ultimately loyal customers, succeed with SEO, pay-per-click, and linking strategies that get websites ranked. Also included is information on leveraging social networking apps, including Facebook, online video, and Instagram, and avoiding the mistakes made by new online businesses.
Categories: Business & Economics

Exceptional Customer Service

Exceptional Customer Service

Shared Attributes of Customer Service Superstars . . . . . . . Five Keys ... Twelve
Tips for Pursuing Superstar Customer Service Status . . . . . . . . . . . . . 12 . ... When
You Make a Mistake When Rules and Regulations Get in the Way . . . . . Knowing
 ...

Author: National Press Publications

Publisher: National Seminars Publications

ISBN: UOM:49015002959022

Category: Consumer satisfaction.

Page: 124

View: 393

Categories: Consumer satisfaction.

Five Star Service

Five Star Service

It encourages people to share success and, if you haven't rung the bell for a while
, you'll do whatever it takes to make it ring! You may be a service genius, your
organisation may have two or three service superstars and that's great. But if you
 ...

Author: Michael Heppell

Publisher: Prentice Hall

ISBN: 9780273747758

Category: Business & Economics

Page: 264

View: 844

This is the book that will show you how to ensure customers are raving about your products and services and come back for more. Five Star Service 2nd edition is an easy read, high impact title from the bestselling author of How to Be Brilliant, Michael Heppell. In this book he gives you over 100 instant tips, 50 examples of the best practices, over a dozen brand new techniques and multiple strategies to equip you with a winning edge to knockout your customers and help you · Delight your customers every time · Deliver remarkable results that will keep them coming back for more · Win more customers without spending a fortune · Get repeat orders and referrals from everyone you encounter Whether it’s studying the Disney parking system or enrolling students at college; going behind the scenes in the world’s top hotels or becoming the office hero, Five Star Service will show you how to wow your customers, colleagues and cohorts.
Categories: Business & Economics

Creating Champions how to Increase Profits by Boosting Staff Morale

Creating Champions   how to Increase Profits by Boosting Staff Morale

Page 3 - Award Winners Page 4 - Detail ADRINISTRATION Names Points or
Totals TECHNICAL SERVICE Names Points or Totals PROGRARS FOR PROFIT
Give the Superstar's name and share his/her program with everyone. Company ...

Author: Betska K-Burr

Publisher: London, Ont. : Ivane Publications

ISBN: 0969551606

Category: Employee motivation

Page: 237

View: 827

Categories: Employee motivation

Managing a Changing Workforce

Managing a Changing Workforce

... mystery shoppers 101 telephone interviews 96 Service superstars 32 Team
leadership 148 - 58 strategies 160 - 62 and culture clashes 16465 creating a
vision 161 developing team incentives 162 finding common ground 164
implementing ...

Author: Bob Losyk

Publisher: Workplace Trends Publishing Company

ISBN: UOM:49015002660323

Category: Diversity in the workplace.

Page: 210

View: 578

Ethnic diversity, older workers, greater numbers of female workers, the education gap, Generation X workers and changing values are all creating new challenges for business. Managing a Changing Work force spotlights better ways to assess, recruit, hire, train, and manage employees, and tells how to implement feedback and reward systems that really work.
Categories: Diversity in the workplace.

Superstars of Women s Gymnastics

Superstars of Women s Gymnastics

Developing more difficult skills , the dynamo with the positive attitude accidentally
created what came to be known as ... s American Cup , a relatively new but
important international competition , Mary Lou was pressed into service to
replace an ...

Author: Joel H. Cohen

Publisher: Chelsea House Pub

ISBN: 0791043916

Category: Biography & Autobiography

Page: 64

View: 593

Discusses the evolution of gymnastic competition and the role of women in the sport, highlighting the careers of Olga Korbut, Nadia Comaneci, Mary Lou Retton, and Shannon Miller.
Categories: Biography & Autobiography

The E Code

The E Code

Using tactics like viral product marketing and online auctions, anyone can make extra money online-and you can too. This is not a get-rich-quick scheme; it's a make-money-quick scheme.

Author: Joe Vitale

Publisher: John Wiley & Sons

ISBN: 9781118040430

Category: Business & Economics

Page: 304

View: 731

Use e-mail to boost your income-today! The E-Code brings together the combined wisdom of 33 Internet marketing superstars to reveal how they make money online-using nothing but the power of e-mail. Each succinct chapter presents one moneymaking strategy or concept and offers step-by-step guidance on implementing it for maximum profits. If you have a product or service to sell, the Internet gurus in this book will show you how to sell it-no matter what it is. And even if you don't have your own original product idea, don't worry. Inside you'll find a wealth of quick and effective ideas for creating something that other people will definitely pay for. Using tactics like viral product marketing and online auctions, anyone can make extra money online-and you can too. This is not a get-rich-quick scheme; it's a make-money-quick scheme. It could be a little, or it could be a lot, but you will definitely profit when you learn how to: * Develop and sell a product online * Target your customers * Promote your product * Market to niche audiences * Create an e-marketing business plan Plus, entrepreneurs and small business owners will learn how to improve their sales through simple, proven e-marketing tactics that really work. The Internet is a powerful resource for marketing, selling, and communicating anything. So tap into it! Written by a cast of Internet all-stars and marketing powerhouses, The E-Code is a simple, easy-to-use guide to making money online, right now.
Categories: Business & Economics

Service Excellence

Service Excellence

Only managers have the clout to create such systems and to make them work for
everyone's benefit . ... Create your heroes , your superstars , by : • Finding your
best people • Putting them on a pedestal • Rewarding them • Communicating
their ...

Author: Wendy Leebov

Publisher: Health Forum

ISBN: UOM:39076000809975

Category: Medical

Page: 332

View: 527

About this book: Designed for healthcare change agents, organizational development specialists, department directors, trainers, human resources personnel, administrators and service improvement team leaders and facilitators, and consultants, this book is a practical guide to creating an organization-wide strategy that results in heightened staff awareness of the importance of customers, higher levels of patient/customer satisfaction and continuous improvement in service behavior and systems. After building a case in Part I for the potential of impressive service quality as an unparalleled competitive advantage, Part II identifies concrete tactics that help change agents, teams and healthcare leaders to align everyday practices with the organization's focus on service quality. Tactics are provided that support "ten pillars of service excellence", including Leadership Philosophy and Commitment, Accountability, Input and Evaluation, Problem-Solving and Complaint Management, Staff Development and Training, Reward and Recognition, Communication, Physician Performance, Employee as Customer, and Refreshers and Reminders. Part III provides operational strategies, including planning and staffing for service excellence, handling resistance, and giving your strategy "staying power."
Categories: Medical

Journal of Retail Banking Services

Journal of Retail Banking Services

Assemble a leadership team of superstars to create employee superstars . The
leadership team should be balanced with visionary thinkers , risk takers , and
analytical thinkers , who should draw on the strengths of each other . Leaders
must ...

Author:

Publisher:

ISBN: UCLA:L0075920678

Category: Banks and banking

Page:

View: 821

Issued also on microfilm by University Microfilms International
Categories: Banks and banking

Central Opera Service Bulletin

Central Opera Service Bulletin

Central Opera Service (New York, N.Y.) ... I will not cloud the fact that I am talking
about superstars and the problems that superstars have in making good opera
and good art - the typical things of coming late for rehearsals , not being prepared
 ...

Author: Central Opera Service (New York, N.Y.)

Publisher:

ISBN: UVA:X001370709

Category: Music

Page:

View: 443

Categories: Music

The Profit Potential

The Profit Potential

The same measure used as a control tool might actually destroy the organization
' s future value - creating ability . ... and efficiently , ” but one of the company ' s
service superstars continued to perform badly against the new measurements .

Author: Carol Jean McNair

Publisher: John Wiley & Sons

ISBN: UOM:49015002271071

Category: Economics

Page: 246

View: 276

"The Profit Potential brings into sharp relief an important and overlooked restraining force that limits organizational effectiveness. McNair balances the emphasis placed on the driving forces of success and shows how they can be made stronger by focusing on the waste part of the equation. This book should be required reading for every manager. Their competency will be incomplete without it.Gary D. Robinson, Ph. D. Manager for Human Resource Initiatives The Boeing Company
Categories: Economics

Hospitals

Hospitals

... their services to staff physicians . ” • Attracting and creating superstars . Recruit
established high admitters with outstanding reputations , or create a superstar on
your own medical staff . This technique works best in profitable specialties .

Author:

Publisher:

ISBN: UCLA:L0064705742

Category: Hospitals

Page:

View: 432

Categories: Hospitals