A guide to providing a successful customer service, written in the style of a parable, including advice on how to define a vision, learn what a customer really wants and institute effective systems to achieve excellent bottom line results.

Offering support for the NVQ/SVQ Level 2 Customer Service standards, this book covers the two mandatory units and ten option units of the specification. It includes case studies that give students the opportunity to analyse and discuss real-life situations and to practise their skills.

Developing a value proposition has become a prime consideration for businesses. This title provides guidance for business leaders - demonstrating why having a strong value proposition is so important for a company. It shows readers how to build, deliver and harness value propositions to create profitable growth for a business.

Explores the amount of money that is wasted in the retail industry every year on badly managed aftersales processes, and how to prevent this happening. This book starts by describing some of the historical practices and then attempts to remove some of the myths of aftersales service by explaining the legal position on customer rights.

How do you avoid losing business in the age of empowered customers? Give them the service they demand! Customer loyalty is becoming harder and harder to establish and just as difficult to maintain. This book is the customer service rep's solution to this new dilemma. The Customer Signs Your Paycheck takes the adage the customer is boss and pushes it to the next level. Readers will learn how to .

Every customer oriented business has its own Gladys; someone who demands more than most companies are willing to give, one who pushes front line service representatives' buttons, one who requires a higher degree of skill to manage. This book reveals how companies from a variety of industries avoid creating difficult customers in the first place.

Experiential marketing - or memorable customer experiences - is proving a popular tool amongst businesses seeking to make an impact in a competitive world. This work investigates different angles of experiential marketing. It details ways businesses seek to build brands through putting experiential marketing into practice.

Shows that the only thing that truly sets you apart is the quality of your relationships with your clients and customers. This book explains how to develop better, profitable connections. It presents a five-step methodology that lead to lifelong clients, repeat customers, and referrals.

Espresso Yourself is the second book in the Romancing The Customer series. The series focuses on the principles of an an iconic business through a laser-like focus on the wants, needs and desires of a long lasting relationship with your customers. This book, the second in the series, encourages businesses to: * Think about how their actions impact on customers' perceptions more than anything else

A revised edition of Rob Jolles' valuable guide to being a fantastic salesperson by focusing on the needs and habits of the customer.

Shows management how to not merely give good service but how to exceed their customers' expectations. This book also provides examples of companies that provide Exceptional Customer Service.

CRM 2.0 Strategies, Tools and Techniques for Engaging Your Customers. 4th edition.

At an institution of higher learning in one of China's richest coastal cities, the college students are invited to make their complaints known. This book includes students' complaints which demonstrate that they are keenly aware of the necessary elements of a quality education.

Aims to show how to deliver Five Star Service, as an individual and as an organization, and at low cost. This book helps you to: make your customers (and your colleagues) happier; deliver results that will track your career; win customers without spending a fortune; and, get repeat orders and referrals from everyone you encounter.

Suitable for those involved in customer service issues.

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This book takes you step-by-step the key elements of excellent customer service, and show you how your business can improve now and how to get your customers coming back for more.

Customer loyalty is essential to the long term financial success of your business, but with more choice then ever before, customers today have high expectations of products and services. This book takes you through how you can develop and sustain a customer-service focus within your company.

The One Minute Manager meets Yum!, the world's largest restaurant company, in this practical guide to making superlative customer service drive your business to success. Customer Mania! tells the story of a company Chairman and how his quest for superlative customer service has become the driving force for empowering his staff and growing his business. By embracing David's philosophy and ...

In the modern world of business, it's all about the ability to earn the client's trust and thereby win the ability to influence them. This detailed resource book provides readers with the five crucial steps they need for developing, managing and improving client confidence.