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Customer Service

Most popular at the top

  • How to Talk to Customersby Diane Berenbaum; Tom Larkin

    Wiley 2011; US$ 22.95 US$ 19.99

    Filled with case studies and anecdotes, How to Talk to Customers demystifies the most critical aspect of customer service: conversations employees have every day with customers. In this must-have resource, Diane Berenbaum and Tom Larkin outline a proven system based on their MAGIC customer service training program. MAGIC, which stands for M... more...

  • CustomerCentric Sellingby Michael T. Bosworth; John R. Holland

    McGraw-Hill Education 2003; US$ 32.95

    FROM THE BESTSELLING AUTHOR OF SOLUTION SELLING The program that is revolutionizing highend selling, by showing companies how to "clone" their top sales performers CEOs would pay anything to replicate their best salespeople; CustomerCentric Selling TM explains instead how to replicate their skills. It details a repeatable, scalable, and... more...

  • 101 Ways to Improve Customer Serviceby Lorraine L. Ukens

    Wiley 2007; US$ 63.00 US$ 56.70

    101 Ways to Improve Customer Service provides a variety of training and development interventions that can be put to use right now with frontline service employees. Your customer service representatives directly influence the perception that customers have of your products and services and ultimately your company.  It is vital that your employees... more...

  • Managing Customers for Profitby V. Kumar

    Pearson Education 2008; US$ 39.99

    “This is a milestone book in marketing. Most companies claim they are focused on customers, but even those who are, probably do not take a scientific approach to customer management. Professor V. Kumar is the acknowledged expert on the science of customer management. This important book raises all the key questions in managing customers, provides... more...

  • 25 Reproducible Activities for Customer Service Excellenceby Peter Garber

    HRD Press 2005; US$ 99.95

    Training Objectives: Provide opportunities for individuals to try out new skills without cost to either the organization or the individual; Provide training in areas that can only be developed by practice; Obtain feedback from observers to aid personal development; Enable participants to test their skills in a variety of real-life situations; Enable... more...

  • The Supernova Advisorby Robert D. Knapp

    Wiley 2010; US$ 34.95 US$ 30.99

    The Supernova Model is a client service, client acquisition, and practice management model that drives an explosive acceleration in revenue and client satisfaction by capitalizing upon the 80/20 Rule. First implemented by financial advisors at Merrill Lynch—under the leadership of author Rob Knapp—it has grown increasingly popular within... more...

  • Your Call Is (Not That) Important to Usby Emily Yellin

    Free Press 2009; US$ 16.00

    Bring up the subject of customer service phone calls and the blood pressure of everyone within earshot rises exponentially. Otherwise calm, rational, and intelligent people go into extended rants about an industry that seems to grow more inhuman and unhelpful with every phone call we make. And Americans make more than 43 billion customer service calls... more...

  • Business Process Mappingby J. Mike Jacka; Paulette J. Keller

    Wiley 2009; US$ 70.00 US$ 61.50

    Praise For Business Process Mapping: Improving Customer Satisfaction, Second Edition "A must-read for anyone performing business process mapping! This treasure shares step-by-stepapproaches and critical success factors, based on years of practical, customer-focused experience.A real winner!" — Timothy R. Holmes , CPA former General Auditor,... more...

  • The Service Providersby Dana Yagil

    Palgrave Macmillan 2008; US$ 115.00

    The success of service organizations ultimately depends on employees in customer service roles; their performance affects customer satisfaction and loyalty. Integrating theory and research, this book explores the factors that determine the performance of service providers, and points to important managerial implications. more...

  • Marketing Servicesby Leonard L. Berry

    Free Press 1991; US$ 16.95

    Excellent service is the foundation for services marketing, contend Leonard Berry and A. Parasuraman in this companion volume to Delivering Quality Service. Building on eight years of research, the authors develop a model for understanding the relationship between quality and marketing in services and offer dozens of practical insights into ways... more...