Business : Customer Service

Most firms consider the lost customer a lost cause. But in this ground breaking book, Jill Griffin and Michael Lowenstein provide you with step-by-step solutions for winning back lost customers, saving customers on the brink of defection, and making your firm defection proof. Whether your business is small or large, product- or service-based, retail or wholesale, this book offers proven strategies for recognizing which lost customers have the highest win-back value and implementing a sure-fire plan to recover them. It includes the techniques of hundreds of innovative companies who are already working to recapture lost customers and keep them loyal. In today's hyper-competitive marketplace, no customer retention program can be enitrely foolproof, but this guide gives you today's best methods for winning back those customers you simply can't afford to let go. more...

Price: $28.95

This comprehensive guide to handling confrontation in the business environment provides tips on how to use de-escalation techniques, including stance and body language; how to read and interpret signals that lead to aggression; and how to handle irate customers. more...

Price: $17.99

“This is a book that will help anyone who deals with customers. It is a wonderful blend of wisdom and insight that deals with the everyday relationships between the customer and service representative.”. Joe Breniser, President. Creative Training Institute “An insightful look as to why customers don’t always receive first class service and how we all like to be treated.” Jerry Drake, Business Manager. Liquid Control Corporation “An exceptional Tool Kit‚ that is a must for every employee in an organization that has communications with customers. Professional, insightful, real-life responses to everyday customer service situations. Enjoyable, funny, easy to read handbook that puts the customer at the center of your organization.” Diane Erickson, Director of Special Projects. Danner Press. This book is for any company, business, or organization that deals with customers and has a passionate desire to survive. We’ve all been customers ourselves, and we’re tired&emdash;tired of inadequate service, a lack of concern, and a take-it-or-leave-it attitude. We’re tired of being told everything under the sun except that which we long to hear, “How may I help you?” followed by the appropriate action. This book is about excuses we both hear and use for not giving excellent customer service and how to shoot those excuses down. Excuses are those obstacles we ourselves&emdash;employees in the service industry&emdash;create for not doing those things we have an inherent responsibility to provide the customer with: excellent professional service in a caring, friendly, and consistent manner. What is offered here are the excuses we use far too often, and more importantly, what we should say and do instead, because there are no excuses for not delivering excellent customer service!. Selected Contents: Delivering Excellent Customer Service; Practice the Golden Rule; Check Out Your Work Environment; Be a Master more...

Price: $9.95

Using Microsoft Dynamics CRM, companies can empower employees to increase sales, improve service, enhance customer satisfaction and retention, and drive greater value from every customer relationship. Microsoft Dynamics CRM 4.0 Unleashed presents start-to-finish guidance for planning, customizing, deploying, integrating, and managing Dynamics CRM in your unique business and technical environment. Authored by two leading Microsoft Dynamics implementers, this book systematically explains how the system works, why it works that way, and how you can leverage it to fullest advantage.  . Drawing on their unsurpassed experience with Microsoft Dynamics, the authors present clear examples, proven best practices, and pitfalls to avoid in using every significant Dynamics CRM capability. This book’s far-reaching coverage ranges from Dynamics CRM’s sales, marketing, and customer service features to its automated workflows; from Outlook and Office integration to reporting and security. Along the way, the authors offer independent insight into Dynamics CRM’s most powerful new features, from its improved interface to its new mail merge and data migration tools.  . Microsoft Dynamics CRM 4.0 Unleashed is for every IT professional who intends to work with Dynamics CRM, regardless of their experience with Dynamics or other CRM solutions. The authors thoroughly introduce all the basic concepts and techniques you’ll need, while also providing example-rich, realistic coverage of advanced Dynamics customization, extensibility, and integration: information that is available nowhere else.   DETAILED INFORMATION ON HOW TO….  . ·        Set up, configure, and maintain all facets of Microsoft Dynamics CRM in any organization or industry. ·        Thoroughly understand both the on-premise and hosted versions of Dynamics CRM. ·      more...

Price: $47.99

This book provides a fundamental understanding of the competencies and tactics that increase customer retention and referrals. Ideal for both employees who serve customers directly or indirectly and those who manage them, this book offers lessons that will build professional competencies in the business of service. More about the Service Pro Program. Now you can create an organization of “Service Pros”—and build a competitive advantage—quickly and cost-effectively. Looking for an effective, entertaining and efficient way to teach employees and leaders the critical elements for building an outstanding service reputation? Look no further. The comprehensive Service Pro program is everything you ever wanted in a service training program—and much more. It provides meaningful content . . . compelling interactivity . . . award-winning video segments . . . and a concentrated learning format. All at a price that makes it the best value in the market today. Finally . . . service training that makes a difference. If you don’t already have an organization of Service Pros, get and implement this cutting-edge training program—before your competition does. Why? Because Service Pros truly care that the customer has a great experience. They’re passionate about being the best they can be with customers. They’ll earn repeat business . . . drive in valuable referrals . . . enhance your industry reputation. With the Service Pro program, you have everything you need to build a Service Pro culture in your organization: Train your employees on the front-line with The Service Pro: Better, Faster and Different; Train your leaders who have service responsibilities with The Service Pr more...

Price: $9.95