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Customer Service

Most popular at the top

  • The Outside-In Corporationby Barbara Bund

    McGraw-Hill Education 2005; US$ 27.95

    Includes insights from Philip Kotler, Jack Welch, Michael Dell, Peter Drucker, Kenichi Ohmae, and other customer-based business innovators “Delighting the customer” is a sure route to success and profitability , as proven by customer-driven industry leaders from Microsoft to General Electric to Wal-Mart Barbara Bund has had a successful career... more...

  • The Customer Rulesby Lee Cockerell

    The Crown Publishing Group 2013; US$ 19.99

    The former Executive Vice President 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... 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...

  • 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...

  • Listening With Empathyby John Selby

    Hampton Roads Publishing 2007; US$ 19.95

    With customer loyalty weighing in as the most valued commodity in the workplace today, we'd all like to know how to create lasting emotional connections to keep clients personally satisfied and eager to do business with us. In this followup to Take Charge of Your Mind John Selby presents his 4step Listening With Empathy moodmanagement method for... more...

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

    SAGE Publications 2013; US$ 27.00

    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$ 27.00

    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...

  • Strategic Customer Managementby Adrian Payne; Pennie Frow

    Cambridge University Press 2013; US$ 58.00

    The first textbook to integrate relationship marketing and CRM. Case studies from around the world connect theory with global practice. more...

  • Social Media Crisis Communicationsby Ann Marie van den Hurk

    Pearson Education 2013; US$ 19.99

    Normal 0 false false false MicrosoftInternetExplorer4 Plan, Prepare, React, and Get Ahead Of Any Crisis— In Real Time!   Your business or organization will face a crisis. That’s a fact . Here’s another : Thanks to social media, crises happen more often and accelerate out of control faster— much faster . So…what’s your... more...