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.

The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. This book challenges aspects of conventional wisdom.

People rave about the service from on-line companies, but in fact, they are raving about the experience.

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.

A guide to creating irrationally loyal customers. It shows how to create and implement inspiring concepts that raise the bar for the customer experience and help make the customer the central focus of the organization. It explores a variety of creative customer experience ideas using examples from customer-centric organizations.

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.

Shows how by doing the same in business, you maximize the customer's experience and outscore the competition. This book recognizes that in Internet-fed, savvy-consumer world, it is the people-to-people connections, regardless of price point, that differentiate a customer's experience.

This text lays out ten rules for what customers want - in their own blunt words - and shows how any company can begin working to satisfy them. It explains why yesterday's approaches no longer work, and shows how organizations must change to unleash the power of committed employees.

Aims to demonstrate communication techniques that build customer loyalty, and how to defuse customer anger with attentive listening and empathy, focus on the customer's needs without blaming, and respond to personal accusations without becoming defensive.

Takes you through how you can develop and sustain a customer-service focus within your company. Emphasizing strategic and practical aspects of customer care, this book explains how gaining customer commitment and motivating employees to deliver an excellent service can ensure successful results and satisfied customers.

Explains what relationship marketing entails, how it is implemented, how it evolves, and how it is controlled. Building on research with colleagues, the author argues that companies must add value - either through their products and services or through their relationships, networks, and interactions.

This title looks at why people complain and how they go about it. Developing a strategy and policy for handling complaints is then described. This is followed by details of the techniques that can be used to turn complainants into loyal customers.

Designed to provide students with the underpinning knowledge for the NVQ in Customer Service at Level 2, this book covers the two mandatory units and ten of the option units. It includes case studies which give students the opportunity to analyse and discuss real-life situations and to practise their skills.

Looking for a way to make your business stand out from the crowd? In a world where, increasingly, profit is king, Customer is King is about putting the emphasis back on the customer - how to look at your business through your customers' eyes, understand what they really want and, ultimately, get them to buy from you.

This text deals with all aspects of customer service. It covers why good service matters, turning complaints into opportunities, listening to customers, effective communication, and more. It includes self-assesments, exercises and quizzes.

Leaders of all stripes - whether they're in business, government, or non-profit - must find a way to improve the performance of their respective organizations. One fact usually overlooked by leaders who go through this process is that a customer's experience can, and often does, influence their decision.