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  • Rethinking Reputationby Fraser P. Seitel; John Doorley

    St. Martin's Press 2012; US$ 17.99

    Good public relations is no longer just icing?it?s a strategic imperative more important to your competitive success than even advertising or marketing. This is true whether you?re a century-old multibillion-dollar corporation or a penniless startup. In Rethinking Reputation , public relations guru Fraser Seitel and John Doorley, founder of the... more...

  • The Social Trade Showby Traci Browne

    Pearson Education 2012; US$ 19.99

    Today's new social and virtual platforms and technologies can help you transform the way you market through tradeshows, exhibits, and events - helping you supercharge performance on every metric that matters to you. The Social Tradeshow is the first practical guide to using these new tools to reach more prospects, close more sales, and earn more... more...

  • The Customer Rulesby Lee Cockerell

    Crown Publishing Group 2013; US$ 19.99

    The former EVP of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Lee Cockerell knows that success in business ? any business - depends upon winning and keeping customers. In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40+ year... more...

  • Managing Knock Your Socks Off Serviceby Chip R. BELL; Ron ZEMKE

    AMACOM 2007; US$ 17.95

    The best-selling customer service management book is back and better than ever...with new tips, strategies, and examples! more...

  • Service Failureby Jeff Toister

    AMACOM 2012; US$ 17.95

    What causes poor customer service? You might be surprised. more...

  • How To Be a Great Call Center Representativeby Robert W. LUCAS

    AMACOM 2001; US$ 39.95

    Give your front-line call center staff the training they need! With How to Be a Great Call Center Representative, call-center staff will learn what technology-based customer service is all about, including the history, terminology, legislation, and technology options. This book is designed to supplement and enhance the industry-specific policies and... more...

  • Delivering Knock Your Socks Off Serviceby Ron ZEMKE; Bobette Hayes WILLIAMSON

    AMACOM 2001; US$ 39.95

    Create a service advantage with the help of customer service guru Ron Zemke. In practical, easy-to-follow steps, learn trusted techniques and positive approaches that will inspire you to believe in the value of customer care and give you the skills and style to deliver it. This book takes these winning concepts to a new level with interactive features... more...

  • Looptailby Bruce Poon Tip

    Grand Central Publishing 2013; US$ 14.99

    Much in the same vein as DELIVERING HAPPINESS, LOOPTAIL combines both Bruce Poon Tip's extraordinary first-person account of his entrepreneurial instincts to start and develop G Adventures, a highly-successful international travel adventure company, and along the way, he reveals his unusual management secrets that not only keep his employees fully... more...

  • The Little Book of Big Customer Satisfaction Measurementby Ajit Rao; Subhash Chandra

    SAGE Publications 2013; US$ 29.95

    This book explains the principles of customer satisfaction in a brief yet powerful manner. It will help readers build relevant and actionable customer satisfaction programmes for their organization. more...

  • Organisational Schizophreniaby Gopal K Gureja

    SAGE Publications 2013; US$ 29.95

    Supported by substantial empirical research and the voices of the customer contact employees, this book explores the reasons for the gap between what many companies promise as a matter of policy and what, in customers' perception, is actually delivered at the operating level. more...