Stellar Customer Service Training Library Staff to Exceed Expectations

Stellar Customer Service  Training Library Staff to Exceed Expectations

This book presents innovative instructional methods that will inspire you to take a fresh approach to customer service training. • Provides model staff training programs that have been proven successful in real-world applications • ...

Author: Mou Chakraborty

Publisher: ABC-CLIO

ISBN: 9781440840777

Category: Language Arts & Disciplines

Page: 213

View: 219

From librarians to volunteer workers, staff to student workers, all library personnel need to deliver great customer service. This book presents innovative instructional methods that will inspire you to take a fresh approach to customer service training. • Provides model staff training programs that have been proven successful in real-world applications • Addresses how to improve the delivery of customer service at all levels of personnel—librarians, general staff, student workers, and volunteers • Includes guidelines on re-training and evaluation of customer service training needs
Categories: Language Arts & Disciplines

Smile It s the Customer Who Pays You

Smile It s the Customer Who Pays You

Or maybe you're a company owner, serving your staff and your customers. This book will look at all types of customers and how we can serve them better and improve ourselves in the process.

Author: Gail Crowder

Publisher:

ISBN: 0983218552

Category:

Page: 93

View: 152

Each and every one of us serves customers, whether we realize it or not. Maybe you're on the frontlines of a company, serving the people who buy your products or service. Perhaps you're an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you're a company owner, serving your staff and your customers. This book will look at all types of customers and how we can serve them better and improve ourselves in the process.
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Please Every Customer Delivering Stellar Customer Service Across Cultures

Please Every Customer  Delivering Stellar Customer Service Across Cultures

Deliver Valuable Service to a New World of Customers As the economy globalizes, customers are becoming more and more diverse making your job harder than ever.

Author: Robert W. Lucas

Publisher: McGraw Hill Professional

ISBN: 9780071748544

Category: Business & Economics

Page: 304

View: 942

Deliver Valuable Service to a New World of Customers As the economy globalizes, customers are becoming more and more diverse making your job harder than ever. Regardless of differences in values, age, abilities, and other factors, the pressure is on to deliver exceptional customer service every step of the way. Help is here. Please Every Customer provides key information about how people of different cultures and groups communicate, view relationships, and value time—so you can provide the best service for each of your customer’s needs and expectations. Whatever the nationality, age, or gender of your customer, Please Every Customer gives you the tools to: Overcome differences in language Recognize and accommodate customer needs Make positive first impressions Avoid stereotypes Gain trust Listen “actively” Identify crucial nonverbal cues The age-old customer-service maxim “the customer is always right” isn’t enough anymore. Use Please Every Customer as your road map to navigate the new world of customer service.
Categories: Business & Economics

Achieving Excellence Through Customer Service

Achieving Excellence Through Customer Service

Years and even decades pass before they take up the gauntlet in the coliseum of
customer service . Among beneficiaries of this unintended accommodation have
been companies with stellar customer service reputations such as Commerce ...

Author: John Tschohl

Publisher: Best Sellers Publishing

ISBN: 0963626841

Category: Business & Economics

Page: 337

View: 372

Promotes the theory that superior customer service leads to a superior business organisation
Categories: Business & Economics

Customer Service in Libraries

Customer Service in Libraries

In this book, nine librarians from across the country describe their libraries’ best practices in this key area.

Author: Charles Harmon

Publisher: Scarecrow Press

ISBN: 9780810887497

Category: Language Arts & Disciplines

Page: 118

View: 160

In this book, nine librarians from across the country describe their libraries’ best practices in this key area. Their contributions range from all-encompassing customer service policies and models any library can both adapt and be proud of to micro-approaches that emphasize offering excellent user-focused technology planning, picture book arrangement with patrons in mind, Web 2.0 tools to connect users with the library, establishing good service delivery chains, and making your library fantastic for homeschoolers.
Categories: Language Arts & Disciplines

Happy about Customer Service

Happy about Customer Service

Customers are people. But enough of my quest to make the world a better place.
You can decide for yourself to pursue a similar goal, or you might focus on
providing stellar Customer Service in orderto improve your bottom line.
Regardless ...

Author: Ken Welsh

Publisher: Happy About

ISBN: 9781600050947

Category: Business & Economics

Page: 105

View: 503

Welsh sets the framework for anyone anywhere to develop a level of customer service excellence which will differentiate any business from its competition.
Categories: Business & Economics

Customer Service in Health Care

Customer Service in Health Care

Employee newsletters provide a natural vehicle for regular reminders about
customer service expectations. ... entitled “Notable Names” in the employee
newsletter and cite patient and employee comments about stellar customer
service.

Author: Kristin Baird

Publisher: John Wiley & Sons

ISBN: 9781119020318

Category: Health & Fitness

Page: 176

View: 906

Research confirms that it is six times more costly to attract anew customer than it is to retain an existing one. Creating a culture of service excellence requires planning,preparation, and persistence. Customer Service in HealthCare is designed to provide readers with the fundamentalinformation and skills to start or strengthen a customer serviceinitiative within a health care organization. This bookconcentrates on action as opposed to theory. It offers a practical,step-by-step process for creating a culture shift toward customerservice excellence at all levels of an organization, and presentsthe essentials to improving performance that will bring theindividuals closer to the mission, values, and standards. Chapters focus on: Tools for establishing and measuring customer service teamgoals Creating customer service standards unique to yourorganization Tips on training sessions Strategies for maintaining top-of-mind awareness of customerservice among employees Customer service techniques for physicians and nurses An overview of customer service as an essential component ofbusiness development and marketing
Categories: Health & Fitness

Taming the Search and Switch Customer

Taming the Search and Switch Customer

One of my clients, a large U.S. utility company long recognized for stellar
customer service, learned this very lesson ... The strategy was simple: train the
service reps to sell additional services to customers already calling in for other
reasons.

Author: Jill Griffin

Publisher: John Wiley and Sons

ISBN: 0470444142

Category: Business & Economics

Page: 288

View: 569

Praise for Taming the Search-and-Switch Customer "What an excellent wake-up call! Your company's most valuable asset—your loyal customers—have more tools than ever to compare you to competitors and switch. Griffin does an excellent job identifying the risks to customer loyalty in an environment of immediate and abundant information, and defines a path to earn loyalty through delivery of enhanced value in the eyes of your customers. A truly important premise to building and maintaining a successful business."? —Gerald Evans, president, Hanes Brands Supply Chain and Asia Business Development "In this dynamic treatise on customer retention, Jill Griffin, The Loyalty Maker, provides updated solutions to meet today's challenge of changing consumer shopping habits. A must-read for all retailers and wholesalers." —Britt Jenkins, chairman of the board, Tandy Brand Accessories, Inc. "Mandatory reading for anyone who manages customer loyalty. A truly thought-provoking read!" —Timothy Keiningham, global chief strategy officer, executive vice president, IPSOS Loyalty "Every company is in the service business now, whether they realize it or not. Jill's book is a great start on how to make your service experiences better than they are today." —Robert Stephen, founder, The Geek Squad "In today's Googlized marketplace, Taming the Search-and-Switch Customer is a must-read." —Ken DeAngelis, general partner, Austin Ventures "Griffin is pure loyalty genius!" —Kelly Cook, vice president, Customer Engagement/CRM, Waste Management
Categories: Business & Economics

High Tech High Touch Customer Service

High Tech  High Touch Customer Service

High-Tech, High-Touch Customer Service does this by teaching readers the six major customer trends and what they mean for business; the eight unbreakable rules for social media customer service; how to effectively address online complainers ...

Author: Micah Solomon

Publisher: AMACOM

ISBN: 9780814417911

Category: Business & Economics

Page: 208

View: 291

STEVE WOZNIAK, Apple co-founder: "Micah Solomon conveys an up-to-the minute and deeply practical take on customer service, business success, and the twin importance of people and technology." SETH GODIN: "It's hard to imagine an organization with front line employees that won't benefit from the ideas in this book." "Clearly the best book on customer service management written in the last decade." Professor Frank Allen Philpot, George Mason University School of Management HONORS RECEIVED: -SETH GODIN's "Must-Read Reading List,"Late Spring 2012 -CIO Magazine: "Must-read, Summer 2012" -Readitfor.me:"The 8 new business books you need to read NOW" In an age of social media, smartphones, self-service, and six-second attention spans, High-Tech, High-Touch Customer Service throws your business a lifeline. Today's customers are a hard bunch to crack. Time-strapped, screen-addicted, value-savvy, and socially engaged, their expectations are tougher than ever for a business to keep up with. They are empowered like never before and expect businesses to respect that sense of empowerment--lashing out at those that don't. Take heart: Old-fashioned customer service, fully retooled for today's blistering pace and digitally connected reality, is what you need to build the kind loyal customer base that allows you to survive--and thrive. And High-Tech, High-Touch Customer Service spells out surefire strategies for success in a clear, entertaining, and practical way. Discover: * Six major customer trends and what they mean for your business * Eight unbreakable rules for social media customer service * How to effectively address online complainers and saboteurs on Yelp, Twitter, TripAdvisor, and other forums for user generated content * The rising power of self-service--and how to design it properly * How to build a company culture that breeds stellar customer service ? High-Tech, High-Touch Customer Service reveals inside secrets of wildly successful customer service initiatives, from Internet startups to venerable brands, and shows how companies of every stripe can turn casual customers into fervent supporters who will spread the word far and wide--online and off.
Categories: Business & Economics

Start Your Own Kid Focused Business and More

Start Your Own Kid Focused Business and More

Important elements of stellar customer service include the following: • Prompt
response: This should be your number-one priority. Many entrepreneurs
mentioned the importance of “making it right” and promptly correcting any
problems with ...

Author: Entrepreneur Press

Publisher: Entrepreneur Press

ISBN: 9781613080825

Category: Business & Economics

Page: 226

View: 261

Are you inventive? Fun? Have you been called a kid at heart? If so, let us introduce you to an up-and-coming, fresh-faced market with unbelievable purchasing power—meet today’s kids! An ever-growing market, kids offer a world of business possibilities for inspired entrepreneurs like you! From party planning and gift products to cooking classes and clothing, Entrepreneur covers the hottest businesses within the flourishing kid-focused industry. Providing insider advice, tips and tricks along the way, our experts take you step by step and show you how to discover your specialty, legally and financially establish your business, manage day-to-day operations and so much more! Learn how to: • Discover your specialty within one of five hot areas of interest—party planning, cooking classes, gift and bath products, plus-sized clothing, educational toys and games • Choose the best location and sales avenues to effectively reach your consumers • Efficiently manage inventory and supplies for easy order fulfillment • Create a support staff who help you succeed • Use effective marketing and advertising tools to gain exposure and get the word out • Build positive customer and vendor relationships • Plan for future growth Kids are spending record amounts of their own money—grab your share of this multi-billion-dollar market today!
Categories: Business & Economics

Wireless Satellite Monthly Newsletter September 2010

Wireless Satellite Monthly Newsletter September 2010

This will enable Quake, whose headquarters are in San Diego, to expand and
improve its customer service and sales efforts. Stellar's strong presence products
tailored to the transportation and trailer tracking markets will open new market ...

Author:

Publisher: Information Gatekeepers Inc

ISBN:

Category:

Page:

View: 598

Categories:

Marketing

Marketing

... its employees paid sabbaticals, while Publix Supermarkets provides onsite
child care facilities for its employees.16 Starbucks claims to be in the people
business rather than the coffee business and prides itself on its stellar customer
service.

Author: Charles W. Lamb

Publisher: Cengage Learning

ISBN: 9781133708582

Category: Business & Economics

Page: 912

View: 301

Engaging and thorough, MARKETING, 12th Edition shows students how marketing principles affect their day-to-day lives, as well as their significant influence on business decisions. Core topics include the social marketing phenomenon, entrepreneurship, C.R.M., global perspectives, and ethics, as well as in-depth discussions on key tools of the trade, such as metrics and the marketing plan. Intriguing coverage of newsworthy events clarifies the readings for students and gets them thinking about their own decisions in the consumer marketplace. Loaded with helpful learning features like detailed appendices, cases, vignettes, boxed features, and videos, MARKETING, 12th Edition gives students countless opportunities to develop and apply critical thinking skills while acquiring the marketing knowledge essential in the business world. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.
Categories: Business & Economics

55 Surefire Internet Businesses You Can Start for Under 5000

55 Surefire Internet Businesses You Can Start for Under  5000

steLLAr cUstomer servIce: do YoU hAve WhAt It tAkes? The great thing about the
internet is that anyone can set up shop. Of course, that means you have to
compete with the big guys—and customer service is no exception. “Customers
today ...

Author: Entrepreneur Press

Publisher: Entrepreneur Press

ISBN: 9781613081068

Category: Business & Economics

Page: 244

View: 151

Choose from 55 of today’s hottest internet businesses—all under $5,000! Inspired by the hottest online trends and technology, the experts at Entrepreneur uncover a virtual universe of online opportunities! Discover your online niche, successfully set up your business, reach out to a world-wide customer base, and start raking in extra cash! • Choose from a diverse list of 55 surefire internet businesses • Spend less than $5,000 on startup • Build an effective website using fast, turnkey solutions • Use simple online tools to manage day-to-day operations • Gain exposure using the latest online techniques including search engine optimization, social media, and affiliate programs • Use low-cost, high-impact marketing to drive traffic and capture customers • And more You’re on target for success—let us help you become a cyber CEO!
Categories: Business & Economics

Fusion Turning First Time Guests into Fully Engaged Members of Your Church Large Print 16pt

Fusion  Turning First Time Guests into Fully Engaged Members of Your Church  Large Print 16pt

... of customer service. Unfortunately, we have all let the customer service aspect
of our ministry slide for way too long. In Ken Blanchard's exploration of stellar
customer service, Raving Fans: A Revolutionary Approach to Customer Service ...

Author: Nelson Searcy

Publisher: ReadHowYouWant.com

ISBN: 9781459606937

Category:

Page: 240

View: 858

Creating an environment that both embraces our newcomers and excites them enough to return does not happen by chance. We must be prepared to be effective stewards of those God brings us. And, why shouldn't the Church be the epitome of service at its best, as modeled by the greatest server of all time? Built on The Journey Church of the City's Assimilation Seminar, Fusion embodies a step - by - step, biblically grounded, tested and proven plan for establishing a relationship with newcomers that ultimately prompts them to become fully developing members of our congregations. This innovative, practical guide is full of how - to information, testimonials from the recently assimilated and from participating church leaders, examples of the assimilation materials used and check points to make sure the reader is on track. Engaging, informative and immediately applicable, here is help for setting newcomers on the path toward true life transformation and spiritual maturity.
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How to Kick Your Customer Service Up a Notch

How to Kick Your Customer Service Up a Notch

Rosanne Daâ'¬Ausilio, Ph.D., is revealing the secrets aâ'¬ the secrets about stellar customer service.

Author: Rosanne D'Ausilio

Publisher: Purdue University Press

ISBN: 0977236013

Category: Business & Economics

Page: 150

View: 539

Rosanne Daâ'¬Ausilio, Ph.D., is revealing the secrets aâ'¬ the secrets about stellar customer service. She knows great customer relationships begin with people, process, and technology. But Rosanne divulges the details, too aâ'¬ the insider tips you need to know to vault your customer service up a notch and give your organization the edge over the competition. Rosanne has spent her career looking at the call center industry. When she speaks, her words carry wisdom and value. Her comments are clear and practical. And you get her best 101 tips from aâ'¬Å"One Question for Your Customeraâ'¬Â to aâ'¬Å"Thinking Trapsaâ'¬Â to aâ'¬Å"Employee Accountability.aâ'¬Â If you donaâ'¬t have Rosanneaâ'¬s tips on your desk, you donaâ'¬t have top notch customer service at your company.
Categories: Business & Economics

On the Ball

On the Ball

However , the company got its best value when the Chiefs blanked the Chargers ,
34-0 and 325 customers walked away with a total of S ... Putting a price tag on
the value of stellar customer service might not always be as easy as it was for ...

Author: David M. Carter

Publisher: FT Press

ISBN: 013100963X

Category: Business & Economics

Page: 291

View: 890

Leading sports management consultant Carter and ESPN sports business reporter Rovell teach readers the art of strategic alliances from the New York Yankees; entrepreneurship from NASCAR; branding from Tiger Woods; and turnaround strategy from Jerry Jones. Fast, timely, and fun, readers will never forget the business lessons this book teaches.
Categories: Business & Economics

The New Relationship Marketing

The New Relationship Marketing

Before Frank's time, Comcast was not always known in the marketplace for its
stellar customer service. Comcast has someone else in the position now, Bill
Gerth, and they still provide wonderful customer service as a result of the systems
 ...

Author: Mari Smith

Publisher: John Wiley & Sons

ISBN: 9781118135006

Category: Business & Economics

Page: 272

View: 950

A top social media guru shares the secrets to expanding your business through relationships People have always done business with people they know, like, and trust. That's the essence of "relationship marketing." Today, the popularity of online social networking has caused a paradigm shift in relationship marketing. This book helps businesspeople and marketers master this crucial new skill set. Social marketing expert Mari Smith outlines a step-by-step plan for building a sizable, loyal network comprised of quality relationships that garner leads, publicity, sales,, and more. If you're a businessman or businesswoman feeling the pressure to shift your approach to using social media marketing, to better understand the new soft skills required for success on the social web, and to improve your own leadership and relationship skills through emotional and social intelligence, this book is for you. Outlines how to become a significant "center of influence" for your customers and prospects Explains the unspoken rules of online etiquette—and the common "turnoffs" that drive customers and potential partners away Details the unique cultures of Facebook, Twitter, and other popular online platforms Shows exactly what to automate and delegate to build your social media persona, yet still retain the personal touch Even if you currently have zero presence online, this book will help you see measurable results in a short time.
Categories: Business & Economics

Undoing Home Depot s Demolition

Undoing Home Depot s Demolition

The customer's point of view also ... offer the right products at the right price,
maintain a pleasant shopping environment, and provide stellar customer service.
... It may be a UNDOING HOME DEPOT'S DEMOLITION: The Customer's Point of
View.

Author: New Word City

Publisher: Pearson Education

ISBN: 9780137056927

Category: Business & Economics

Page: 17

View: 310

Bottom (and top) line: To turn Home Depot around, Frank Blake restoked employee morale, zeroed in customer needs, and focused on the core business. Best of all, he wasn’t Bob Nardelli. What can you learn from Blake’s story? Sell the project, not the product. Jump without a (golden) parachute. And never hold yourself above your people. At Home Depot, the days of caviar and roses are past. The CEO with the huge salary and outsized ego is gone. The world’s largest home-improvement retail chain has slowed its once-relentless pace of expansion almost to a halt. It has sold its 34 Expo Design Centers, 14 specialty stores, and other grandiose, empire-building acquisitions. What remains is a company with roughly 350,000 employees, 2,238 stores around the world, and sales of more than $71 billion annually. After two years on the job, Home Depot’s unlikely savior is still almost anonymous enough to pose as a shopper when he visits his stores. The story of how Frank Blake and his colleagues turned the company around is a tale with lessons for us all. It’s as if Blake had stopped an explosion in mid-blast and turned it around, nestling all the fragments gently back into place. New Word City, publishers of digital originals, contributes 10 percent of its profits to literacy causes.
Categories: Business & Economics

Customer Service DNA

Customer Service DNA

"Just as DNA is the foundational building block of all human bodies, so customer service is the foundation of any growing and evolving organization.

Author: Curtis Hill

Publisher: Cedar Fort

ISBN: 9781462124701

Category: Business & Economics

Page:

View: 925

"Just as DNA is the foundational building block of all human bodies, so customer service is the foundation of any growing and evolving organization." Curtis Hill, Erik Alberts, and Richard Godfrey have spent years working in and with Fortune 500 companies like Cisco and Hewlett-Packard to create award-winning customer service experiences. Their expertise will sharpen your competitive edge by teaching you how to Build on your established relationships and attract new customers.Keep your existing customers excited about your business.Leverage your networks for greater and more profitable growth.Develop a flexible and scalable approach to customer service.Approach service as an ongoing relationship, rather than a one-time transaction. Start growing your customer service skills today, and watch your company succeed. Once you establish stellar customer service as your business's foundational building block, there's no limit to what you can achieve.
Categories: Business & Economics