Business : Customer Service

“To remain competitive, you must figure out how to keep your customers longer, grow them into bigger customers, make them more profitable, and serve them more efficiently. And you want more of them. Unfortunately, the financial metrics you learned in business school are not easily adapted to account for the value companies generate from this scarce resource, with the right balance between current-period sales and customer lifetime value. more...

Price: $24.95

In the second half of the twentieth century, 20 percent (10,000) of all retail druggists were Rexall druggists. Now there are none, and this book explains why. The Rexall Story: A History of Genius and Neglect shows how a brilliant and successful business/pharmacy venture was allowed to fail through carelessness. From the celebrated genius of Louis Liggett—who started United Drug in 1903—to the business’s demise nearly 75 years later, this significant text will provide you with new insight into the pharmacy industry from former Rexall employees, internal documents, photographs, and direct quotes from radio promotions. more...

Price: $39.95

The Satisfied Customer is a clarion call to managers demonstrating the unheralded value of customer satisfaction with surprising statistics. Fornell estimates that a one-point decline in customer satisfaction costs the average company on the American Customer Satisfaction Index almost one billion dollars. more...

Price: $27.95

What’s the big secret to giving great customer service? more...

Price: $17.95

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