books about: customer     books:       The Big Book of Customer Service Training Games: Quick,Fun Activities for All Customer Facing Employees26 reviews Peggy Carlaw, Vasudha Kathleen Deming McGraw-Hill Publishing Co., 2006 A useful way to train your people Games are a great way to train people as the fun element helps the key learning points to be absorbed. This book provides a range of activities that you can dip into to liven up your customer service training. Experienced trainers/facilitators may not benefit as much from this title but it could give some new ideas or approaches. If nothing else it will stop your customer service training being ...             One Billion Customers: Lessons from the Front Lines of Doing Business in China46 reviews James McGregor Free Press, 2007 A fantastic introduction to the business culture off China This book should have been called "One Bill Partners," as there is very little about market research in the book. Rather, "One Billion Customers" is a series of highly readable case studies discussing businesses and joint ventures that went right and wrong in China. Jim's been in China for many years, speaks Chinese, and is able to distill political, economic, and cultural factors into witty ...             Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation ...10 reviews Robert Bacal McGraw-Hill, 2004 Excellent book Although I haven't finished reading this book, it arrived in a timely manner in excellent condition. I look forward to reading more of this book which seems well-written as well as worthwhile reading from cover to cover. Thanks for your excellent service. Best of look to your company in the future. With Best Regards, Dave Klein             Customer Service Training 101: Quick and Easy Techniques That Get Great Results12 reviews Renee Evenson AMACOM, 2005 good info for the novice I found the book very interesting. This is a good book for someone first going into Customer Service             What the Customer Wants You to Know: How Everybody Needs to Think Differently About Sales13 reviews Ram Charan Portfolio Hardcover, 2007 Author Hits a Home Run With This Book! Ram Charan is outstanding at presenting the customer's perspective in the sales process. Often times sales people get hung up selling themselves, their company and on product features rather than focusing on customer needs. Turning things around and having sales people focus on how they can help a customer solve improve their business or process can change the sales process completely. ...             Where Are the Customers' Yachts: or A Good Hard Look at Wall Street (Wiley Investment Classics)33 reviews Fred Schwed Wiley, 2006 Great classic What a funny book describing to readers the way Wall Street and its customers behave, think, and act. Even thought it was written in 1940, I still found it relevant today because people never change as far as temptation, fear, and greed are concerned. This book really shows true reality of stock market investing. Customers are excited about the possible riches investing can generate and Wall ...             Hug Your Customers: The Proven Way to Personalize Sales and Achieve Astounding Results37 reviews Jack Mitchell Hyperion, 2003 "HUG" Everyone! I thought I provide great customer service...but this man takes it to the highest level! And his whole team is willing to play at that level, too! An inspiring read that could help anyone conduct their business, and live their life with excellence. I know my clients will benefit from my reading this book!             Customers For Life: How To Turn That One-Time Buyer Into a Lifetime Customer38 reviews Carl Sewell, Paul B. Brown Broadway Business, 2002 Simple, very effective. Customers For Life: How To Turn That One-Time Buyer Into a Lifetime Customer I have given away many copies of this book and have always received a thank you, thanks for giving me something that really makes sense. It may have been written many years ago, but everything said is true today. Your Customers will stay with you if you adapt the tools learned. Highly recommended reading.             The Customer Is Not Always Right: Hilarious and Horrific Tales of Customers Gone Wrong2 reviews A.J. Adams Andrews McMeel Publishing, 2009 You will be amazed at the idiocy of people and brain freezes You will find gems like these in the book: Person who thinks all the US maps are wrong because they only show 50 states. Person who is allergic to tomatoes but uses ketchup. Person trying to find donuts in the chips and nuts aisle in a grocery store (because they are Do - nuts). Person who calls vet to find out why her new cat is spraying everything in the house and it really smells ("cat" is ...             Customer Satisfaction is Worthless, Customer Loyalty is Priceless: How to Make Them Love You, Keep You Coming ...89 reviews Jeffrey Gitomer Bard Press, 1998 Customer Satisfaction is Worthless Everyone needs to read this, especially if you think you know it all!! Gitomer is great at his writing style, and understands people!             Customer Loyalty: How to Earn It, How to Keep It22 reviews Jill Griffin Jossey-Bass, 2002 Great Overall View of Customer Loyalty This text is required for my Master of Science in Quality Assurance course. This text gives a very good overview of the essentials of developing and maintaining customer loyalty. It differentiates customer satisfaction and customer loyalty well. I think that everyone will find this a worthwhile purchase.             Get Content Get Customers: Turn Prospects into Buyers with Content Marketing27 reviews Joe Pulizzi, Newt Barrett McGraw-Hill, 2009 How to turn prospects into buyers by providing compelling content How do marketers provide compelling content that customers and prospects actually want to consume? How to combine old and new marketing in innovative and useful ways? How to build on going customer relationships? How to attract prospects and retain customers? Joe Pulizzi & Newt Barrett answer these questions and share their insights in "Get Content. Get Customers.". Joe Pulizzi & Newt Barrett ...             Exceeding Customer Expectations: What Enterprise, America's #1 car rental company, can teach you about ...12 reviews Kirk Kazanjian Broadway Business, 2007 "Pick Up" Your Customer Service!!! This book is AWESOME! Although Enterprise is a car rental company, many of their methods can be successfully applied to other businesses. Another great companion book to this is The Ultimate Question by Fred Reicheld. They both make the assertion that you have to turn first time customers into "promoters" who will return AND bring others with them. When I need to rent a car I will Pick ...             Customer Service Skills for Success1 review Robert W Lucas McGraw Hill, 2008 Thank you! Book received quickly. I had an issue with the condition of the book due to a shipping error. Seller promptly addressed concern. Very satisfied with the overall transaction, would purchase from seller again.             What Customers Want: Using Outcome-Driven Innovation to Create Breakthrough Products and Services19 reviews Anthony Ulwick McGraw-Hill, 2005 The real deal. This is how you should focus on customer needs. Lots has been published on the Voice of the Customer and being Customer/Market Driven, but little has really been published oh HOW to do it. (The author actually trashes this concept in the book) I applaud Mr Ulwick for this easy and simple way to look at viewing customer needs as Jobs, and the metrics for expectations as Outcomes. The concepts and the examples are excellent. It follows a ...             Great Customer Service on the Telephone (Worksmart Series)4 reviews Kristin Anderson AMACOM, 1992 Excellent communication skills tool! I've been doing reception work for a long time and was recently promoted to because of my excellent phone and office skills. Not to brag, just to illustrate that I know something about customer service on the phone. I love reference material and I have purchased other books on the same subject. I read this book, nearly cover-to-cover (left out the sales calls chapter as it does not apply to me), ...             Attracting Perfect Customers: The Power of Strategic Synchronicity30 reviews Stacey Hall, Jan Brogniez Berrett-Koehler Publishers, 2001 A Great Way to Grow Yourself and Your Business This is a fantastic book and if you will use it as directed the process will cause you to do just what the title says. Attract Perfect Customers. I have been using the tools and processes in this book for over 2 years now and so have many of my clients and associates. We would not be without it!             Customer Service: A Practical Approach (5th Edition)2 reviews Elaine K. Harris Prentice Hall, 2009 Even for those who don't like to learn about customer sevice i may sound a bit biased since she was my professor in college, but i thought this was one of the best textbooks that i have ever had! i am not going to sell it back 'cause i know it will come in handy in the future. i liked the fact that i wasn't being told that the "customer is always right" the entire book. instead i learned how to deal with the most difficult of customers! i have ...             Designing the Customer-Centric Organization: A Guide to Strategy, Structure, and Process (Jossey Bass ...4 reviews Jay R. Galbraith Jossey-Bass, 2005 COMPREHENSIVE, IN-DEPTH, THOUGHTFUL BOOK! In contrast to product-centric, a customer-centric firm must be organized around the customer. This means going further than "customer focused" initiatives. This comprehensive, in-depth and thoughtful book begins by exploring the structures and philosophy involved in being customer-centric. Galbraith then details the different types of customer relationship strategies, following which he offers a ...             Customer Mania! It's Never Too Late to Build a Customer-Focused Company4 reviews Ken Blanchard Free Press, 2004 This should be called "The CEO's Bible" I had worked for YUM! for 4 days when I went to my first Founder's Day celebration -the day that Ken Blanchard and David Novak (YUM! CEO) gave out these books. I didn't know what to think! The environment was SO different from what I was used to. Why were these people standing on chairs, hooting and yelling, cheering and clapping and having FUN at a biyearly meeting? How did they get so many ...              search for books activities, astounding, attracting, breakthrough, customer-centric, customer-focused, differently, enterprise, everybody, exceeding, expectations, hilarious, innovation, investment, management, marketing, organization, outcome-driven, personalize, practical, prospects, satisfaction, situation, strategic, structure, synchronicity, techniques, telephone, worksmart, worthless books:    Kindle - Amazon's New Wireless Reading Device This is the future of book reading. I have used it and love it! randomly chosen book: Brian Belott: Wipe that Clock Off Your Face we recommend Bold. Pioneering. Energetic. Necessary! home  impressum - about us