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Customer Service

Most popular at the top

  • Customer Centricityby Peter Fader

    Wharton Digital Press 2012; US$ 11.99

    Not all customers are created equal. Despite what the tired old adage says, the customer is not always right. Not all customers deserve your best efforts: in the world of customer centricity, there are good customersand then there is pretty much everybody else. Upending some of our most fundamental beliefs, renowned behavioral data expert Peter... more...

  • Scoring Pointsby Clive Humby; Terry Hunt; Tim Phillips

    Kogan Page 2008; US$ 22.48

    Go behind the scenes at Tesco and learn best practice from the successes and failures of their development of the world's most successful retail loyalty scheme. more...

  • Bottom-Line Call Center Managementby David L. Butler

    Taylor and Francis 2007; US$ 72.95

    'Bottom-Line Call Center Management breaks new ground by addressing key skills and techniques in assessing and implementing effective management practices to maximize the human and capital resources at the call center manager's disposal. Drawing on the author's unique data sets and years of research experience in the industry, 'Bottom-Line Call Center... more...

  • Chocolates on the Pillow Aren't Enoughby Jonathan M. Tisch; Karl Weber

    Wiley 2007; US$ 14.95 US$ 12.99

    Praise for Chocolates on the Pillow Aren't Enough "Jonathan recognizes that in today's Internet-fed, savvy-consumer world, it is the people-to-people connections, regardless of price point, that differentiate a customer's experience. Gimmicks come and go, but without sincere and caring people delivering the overall experience, from start to finish,... more...

  • Customer Serviceby Rodney Overton

    Martin Books 2007; US$ 24.95

    This book explores various methods of improving, measuring and providing Customer Service in your organisation without spending a lot of money. This book will help your organisation to retain existing clients, win extra sales, customers and market share, and be a SERVICE leader. What does your customer expect and want? Service strategy options... more...

  • What's the Secret?by John R. DiJulius

    Wiley 2011; US$ 27.95 US$ 24.50

    What's the Secret? gives you an inside look at the world-class customer service strategies of some of today's best companies. You'll learn how companies like Disney, Nordstrom, and The Ritz-Carlton get 50,000 employees to deliver world-class customer service on a consistent basis- and how your company can too. Packed with insider knowledge and... more...

  • Unleashing Excellenceby Dennis Snow; Teri Yanovitch

    Wiley 2009; US$ 24.95 US$ 21.99

    A step-by-step guide to designing and implementing an amazing customer service culture In today's competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than others. It's not always clear what works and what doesn't, and implementing new customer service... more...

  • Taming the Search-and-Switch Customerby Jill Griffin

    Wiley 2009; US$ 24.95 US$ 21.99

    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... more...

  • Exceptional Customer Serviceby Lisa Ford; David McNair

    F+W Media 2009; US$ 13.95 US$ 12.56

    When the going's tough, companies that survive will be those that build the greatest loyaltyby exceeding expectations. Yet, too often, companies ignore their customers' needs and wants. Today, industries like airlines, retail businesses, and restaurants are feeling consumer pushback. With new, updated examples from more than fifty companiesfrom... more...

  • Exceptional Service, Exceptional Profitby Leonardo INGHILLERI; Micah SOLOMON; Horst Schulze

    AMACOM 2010; US$ 21.95

    "Filled with treasures and big ideas, this book will help you become exceptional." -SETH GODIN more...