Water Cooler "Talk," Hydration for a WOW Customer Experience provides easy to use concepts and tools to create WOW and memorable customer experiences, internal and external, and turn water cooler conversations into a source of never ending testimonials As it relates to the customer experience, people are far more inclined to communicate a bad experience, even the most loyal of customers as found in the COLLOQUY survey; "even among consumers who are most loyal to, engaged with and willing to recommend brands they like...31% said they are far more likely to share information about a bad experience with a product or service than a good one." Tweeting, texting, chatting, face book, or emailing a bad experience has allowed customers to be far more open and instant about the encounter - not to mention quick with their word choices. With that said, the bad experiences are far more amplified than ever before These astounding statistics should cause us to wake up and take seriously the "Water Cooler" talk and what it is saying about our organization, business, church and family. This book is packed with tools, ideas and concepts that you can use to enhance your water cooler conversations and create loyal and long lasting client relationships. The book is not written in chronological order, but rather independently by chapter. The purpose of the format is to provide you with eleven different customer service topics and tools that you can reflect and review at any given time. Customer Service is NOT a department, but rather an attitude and culture that all employees are responsible to uphold. Thank you for your readership. Enjoy

If you've ever thought that you're the only one who truly cares about service and you're not sure how to maintain momentum in your organization, 'The Customer Service Zoo' may be just what you need to look at things with a fresh perspective. It's an easy to read parable with a light hearted approach to the perennial challenges of customer service; told with the charm and experience of Australia's most recognized customer expert. Along similar lines to 'Who Moved My Cheese' or 'Fish, it encourages you to look creatively at customer issues; while still looking after yourself. Feeling uninspired while preparing a customer service strategy, a father reluctantly takes his daughter to the zoo. The animal antics trigger a brainstorming journey, where his seemingly childlike thoughts convincingly come together. The lessons learned, as the story unfolds, are captured in an A-Z of simple and memorable animal analogies. It's for anyone who has direct or indirect customer contact. Originally released by Allen & Unwin, Australia's largest independent publisher, it's been translated into numerous languages. Les Galbraith Vice President American Express Travel 'An excellent reference for leaders amidst today's demanding work life' Peter Weisner Manager Sales Mercedes Benz 'Original as well as effective' Tony Jollye Australian Institute of Management 'Characteristics that good managers may well take to heart''

I understand that you don't have millions of dollars to funnel into a reputation management or a reputation marketing situation like the huge corporations. Wouldn't it be great if you had someone to take care of those issues for you? That's what this book is going to give you. It's going to answer questions you may have about reputation management and reputation marketing, as well as questions you didn't know you needed to answer. I wanted to write a book that would give business owners like yourself a strong foundation on which you can build an online reputation that would attract new business instead of pushing it into the arms of your competitors. This book is going to equip you with everything you need to be much more savvy about reputation management. As someone that has been actively involved in reputation marketing for the past 3 years, I've seen many businesses fail because of negative reviews that were written about them online. On the flipside, I've also seen many businesses increase their monthly revenue exponentially as a result of their good reviews online. I'll be showing you how your online image plays a major role in your business success and I'm even going to show you how you can take control of it and use it to your advantage. That's right, you're going to learn how to use your online reputation to attract new clients, customers, patients.. You can't just ignore your online reputation any longer and hope things will work themselves out in the long run. Ignorance is never bliss in the digital world.

The Long Term Care Customer Service Improvement Program is designed to accelerate your staff's skills and your resident's satisfaction. Your facility's benefits include: A systematic and simple method for improving customer service skills Learning sessions as short as 15 minutes Practical skills your front line can apply immediately to improve how staff work with each other and with your residents Reduced risk of lawsuit Improved referrals to your facility Increased QIS and Standard Survey scores It's been proven that effective and consistent customer service training increases staff satisfaction, reduces turnover, and improves your resident's quality of care. This course is a time- and cost-effective means to raise your facility's customer service standards. The Customer Service Improvement Program provides consistent reinforcement of what's learned through dozens of role plays and other learning exercises, testing, repetition of the basic principles and immediate application. The evidence-based curriculum is designed to meet the objectives of key national long term care initiatives including the Advancing Excellence in America's Nursing Homes Campaign, Quality Assurance and Performance Improvement (QAPI), and the AHCA Quality Initiative. While studying the seventeen 15-minute learning modules your staff will learn the importance of: 1.Skillfully Resolving Intercultural Conflict 2.Employing Strategies for Handling Conflict 3.Asserting Themselves Respectfully 4.Identifying Their Conflict "Style" 5.Using Active Listening Skills Effectively 6.Overcoming Barriers to Listening and Understanding 7.Learning Why They Aren't Listening to Others 8.Developing Rapport with Different Personality Types 9.Managing Their Attitude 10.Avoiding "Rapport Killer" Words and Phrases 11.Tailoring Communication to Fit a Customer 12.Improving Customer Interactions 13.Managing Stress in a Long Term Care Facility 14.Relaxing with Visualization and Abdominal Breathing 15.Understanding Who the Customers in Your Facility Are 16.Communicating with Authority and Credibility 17.Demonstrating the Power of Friendliness and Approachability 18.Providing Excellent Customer Service at Mealtimes 19.Understanding The Costs of a Dissatisfied Customer 20.Identifying Customer Touch Points 21.Adhering to Your Facility's Dress Code 22.Reducing the Risk of Lawsuit 23.Placing Your Facility Above the Competition 24.Employing the Power of First Impressions 25.Understanding Customer Expectations 26.Building Relationships with Empathy and Compassion 27.Understanding Emotional Triggers 28.Creating Unforgettable Customer "Experiences" 29.Learning to Ask Questions Effectively 30.Employing Strategies to Manage Difficult Customers 31.Taking Effective Steps to Resolve Complaints ...And many other critical skills Human beings are complex and our behavior consistently misunderstood. To enhance how we work together takes time and commitment. The Customer Service Improvement Program is an effective tool your facility can employ to achieve continuous quality improvement.

Your relationship with a client is as important as having a service to provide a client. Without one, you'll never survive the stormy waters of the business environment. If you're a professional service provider (IT consultant, CPA, attorney, marketing or branding expert, etc.), then your whole business is based on relationships. Yes, you have to be good at what you do, but you must be great at interacting, engaging, nurturing, and connecting with people. The ability to do so makes you either a tremendously valuable asset to your firm and/or a powerful threat to your business's competition. To that end, this book is dedicated to helping you initiate, build, and maintain a relationship with clients.

Players on the golf course must battle the course and conditions in order to succeed. While a caddy might lend a hand carrying the load, individuals must rely on their own strengths to accomplish goals.Business is also a singular endeavor, and owners and managers must battle market conditions, competitors, and unexpected challenges. To succeed, a business must hire the right people, invest in the right training, and deliver world-class customer service.Golfer and business owner Elizabeth knows these lessons well; hoping to help her friend Matt, she teaches him the lessons she's learned over a friendly game of golf. What ensues is a detailed tutorial on how to successfully operate a business.As Matt plays each hole, he learns why vision is so important in reaching goals, how to clearly articulate an end game, ways to avoid hazards and how to escape them, and many other lessons from the golf course.If business owners managed their businesses the way professional golfers play the game, they will find themselves more successful and more profitable-and they'll have more fun in the bargain Find out how to succeed in business with "Lessons from the Links."

Knockout Customer Service puts a fresh twist on a well discussed topic. There are tons of books on customer service; this is the first to compare customer service and training for customer service to boxing. Knockout Customer Service reveals a unique Customer Service Boxing Model to demonstrate the relationship between training and coaching. It quotes some of the most famous names in boxing and recalls historical fights; using analogies of the fundamentals of boxing to the fundamentals of customer service. The book also provides insight for defusing irate customers, leveraging employees experience and developing an overall customer service strategy. Not only should you find this book informative in the area of customer service, it will also spark the boxing enthusiast in you. Enjoy

How do you hire the best support team? What's the best use of social media for support and service? Should we apologize for the inconvenience? The web's leading experts are ready to share our answers and experience with everyone, plus share stories and radical advice for building your own exceptional customer experience. In The Customer Support Handbook, leaders in customer support bring their stories of brand failures, triumphs and best practices for support on the web. Finally, all you need to create your own amazing support team in one handy-dandy manual.
If you're a CEO Or Founder: This book is your primer on the future of customer support - not just offering transactional service but intentionally striving to make your company's customer service the new gold standard. Learn about the importance of engaging your customer support team with your product development, how to really measure customer happiness, and why you should be investing in your support staff as your top rung employees.
If you're a customer support professional: This book is your validation, your reminder that what you do for a living is an important part of product development and the future of the web. Learn tips and tricks for offering the best customer support possible, including example replies for tough questions, recommendations on better language and tone to use in social media, and advice on handling difficult customers.
"Customer service is no longer just a job but a bonafide career path, and this book is your undergraduate degree." - Richard White, Founder and CEO of UserVoice

In 2-3 days, using this audit, you can review your whole customer support/after sales programme. Measure "how good" your customer support is - then look deeper and see how well you use it to differentiate your business and to win competitive advantage. Complete the audit and get answers to questions like these about your customer support programme: How well does it cater for different market segments? Is it cost effective? Do you use the best mix of in-house and external resources? How well do you set goals, control costs and ensure flexibility? How well do support teams work? How effectively do you manage the information available about a) your customers and b) your own business? Overall, the audit results are designed to help you map out the "ideal" customer support program for your business. The audit's seven steps are: Step 1: Define the Strategic Role of Customer Support Step 2: Assess the Support Marketing Mix Step3: Evaluate Pricing and Marketing Communications Step 4: Review Access to Customer Support Step 5: Determining Support Process Capability Step 6: Assess Performance Management Step 7: Developing the Business through Customer Support

Have you ever noticed that most of the advice about creating great customer service comes from the world of big business? It suggests that in order to develop excellence you need to learn from global Hotel chains, enormous car rental companies, luxury department stores or massive technology firms. If you are a small business this kind of advice is well-intentioned but often of little use. You likely know already that outstanding customer service can be a real difference maker when it comes to small businesses, but how exactly does a small business develop outstanding service? You won't do it by copying what Airlines or online shopping giants do. Customer service is not getting better, it's getting worse. Almost everybody has a story to share about a terrible customer service experience. These stories span almost every kind of business and can be found all over the globe. Really smart businesses understand that this is not good enough. If you want to remain in business, remain profitable and keep your best customers you need more than ever to focus on making sure you're better than the rest. The best way to differentiate your business from your competition is the quality of the service you provide. Nowhere is this more important than the world of small business.
In these pages you'll learn how customer service has become so bad as you explore the specific things businesses do that damage the customer's experience. You'll find out what customers really want and why they behave as they do. You'll see what you need to do to re-focus on customer service, and how to create the right environment to deliver excellent service every time. You'll identify the mistakes that are routinely made in business and how to avoid them. Finally you'll learn the best way to include and manage your most precious assets, your employees, as you begin the journey to excellence in customer service. You'll find resources, vivid examples and valuable tips for putting the ideas into action inside your own business. The book is written for action, showing you where and how to put your focus on the things that will matter most to your business. A career of working with great organizations teaches that it's not about throwing unlimited resources, money and technology at a business that creates a great customer experience. You'll learn that it's much simpler than that, and doesn't require any of those expensive inputs. Many before you have tried and failed to become excellent at customer service because they failed to understand what it really requires. This book is designed with the small business in mind and explains what really matters to the customers of a small business, and what makes for a great customer service experience. There are hundreds of books on the market packed with advice on customer service. The advice is sound but comes from a different world, the world of big business. This book is written specifically for small businesses and provides practical and straightforward ideas and advice that every small business can use. If you're a small business and know you can't continue to compete on price, scale, reach or some other big business advantage then this book is for you. You'll see how to take advantage of the one thing you possess that bigger competitors can't match.. your close and local relationship with customers. Get that relationship right and you can compete with and defeat much bigger competitors. A first-of-its-kind book for small businesses, The Small Business Advantage will show you how unlock the amazing potential of your small business, and how to create a unique and sustainable advantage to grow your business and retain your loyal and profitable customers in the years ahead.

Client relationship management (CRM) results in great service to the client, but it is so much more than service with a smile. Recognizing that CRM needs to be embedded throughout all levels of an organization, Bill Howatt and Tyler Hayden, an international expert in developing teams and customer service, created an easy-to-use and relevant model (the H&H CRM Model). This model focuses on the two pillars of CRM: relationship building and client service. Neither can independently ensure client satisfaction. Together, they offer a sustainable means of providing CRM excellence. After reading this book you will understand the roles of clients, companies, and caretakers in relationship building ABCs (attitudes, behaviours, and consequences) of client service.

Newly expanded edition. A real-world, plain-language how-to guide for delivering amazing customer service to customers and end-users.

Now in its third edition, The Compassionate Geek is the definitive guide for delivering amazing customer service to customers and end-users. Filled with practical tips, best practices and real-world techniques, The Compassionate Geek is a quick read with equally fast results. Each chapter contains a reflection and discussion section to help improve customer service skills. Inside are lots of personal stories and examples of mistakes made and lessons learned in addition to an entire chapter on overcoming personal and professional obstacles. All of the information is presented in a straightforward style that can be understood and used right away. There's nothing foo-foo, just down-to-earth tips and technical support best practices learned from years of working with technical staff and demanding customers and end-users.

Here's what you'll find: The four intrinsic qualities of great customer service providers Customer service tips on how to say no without alienating your customer or end user Best practices for communicating with email, including examples Best practices for communicating using chat and texting Ten tips for being a good listener Two practical ways to keep your emotions in check using emotional intelligence (eq) techniques A six-step flow chart for handling customer and end user calls Customer service skills to use when the customer or end user is wrong How to work with the different generations in the workplace Motivational stories of human triumph with reflection and discussion questions Techniques for overcoming personal and professional obstacles

All of the information is presented in a straightforward style that you can understand and use right away. There's nothing "foo-foo," just down-to-earth tips and technical support best practices learned from years of working with technical staff and demanding customers and end users.

This book is geared toward professional growth or means to enhance leadership skills from home to the professional organization. The following core skills sets are referenced: Customer Service, Leadership Characteristics, Motivation and what motivates you, getting our youth motivated, and youth networking for excellence to address and eradicate bullying, and educating yourself for a future. Finally, it talks about your individual motivator or inspirational leader and what skills sets you demonstrate based on that person(s) teaching or views. This is an easy read and is dedicated to my grandmother for her great leadership in my life. In addition, this book, if you allow it, can assist you in dealing with change.

VIR-TAN-ZA (vur-TAHN-z ) n. neologism, a newly coined term] 1. A condition, state, or attitude of truth, financial success, and customer loyalty among business-to-business sales professionals. 2. Courage in the face of adverse business cycles or uncommon challenges. 3. Commitment to the highest degree of preparedness in business dealings resulting in outstanding professional and personal achievement. 4. A process for creating exceptional solutions to sales challenges, exceeding a customer's expectations. From Latin vir, "strength, heroic courage," veritas, "truth," and bonus, "a great good, a superior benefit, a bonanza."]

A guide to effectively communicating with customers to create lasting--and repeat--business relationships.
This book provides practical, results-oriented guidance for effective communication with customers through sample words, phrases, scripts, and strategies applied to real-world examples.
Unlike the vast majority of books that deal with customer communication, "How to Say It(R) Creating Complete Customer Satisfaction" does not separate sales from customer service communications, but instead integrates them into a single book. Readers will learn how to: Speak the language of Yes by asking the right questionsGet referrals through established customersOffer value through solutions, satisfaction, and trustAnticipate and preempt objectionsOwn a problem by owning the solution

The main focus of this course is to provide the necessary skills for effective customer service. The most important people in any successful organization are the staff. Without properly trained and motivated staff no company can provide an effective service to their customers. Well trained staff have confidence and enjoy their work. They are more effective in what they do, and are more capable to meet customer requirements. Training should be an ongoing process, and not just a once off event. It should become part of the company culture, and the accepted way of doing business. Subjects covered in this course include Effective Communication Telephone Skills Listening Skills Dealing with Clients The Main Purpose Of Staff Training Effective Communication. Listening Skills. Customer Loyalty.

The "New York Times" and "Wall Street Journal" bestseller

The new secret to driving LOYALTY THAT PAYS

Once revolutionary, loyalty programs designed to differentiate products quickly became commoditized. And yet, billions of dollars are still spent every year on programs that are doomed to fail. These programs, it turns out, don't inspire long-term loyalty. Once a better deal comes along, customers will gladly defect. Can you blame them?

Silicon Valley start-up Bunchball, the pioneer and innovator in gamification, is light years ahead when it comes to the concept of loyalty--and using it to drive business profits and growth. Focusing not only on customer loyalty, but also the loyalty of employees and partners, Bunchball combines behavioral economics, big data, social media, and gamification to inspire loyalty that lasts--from everyone involved in the success of a business.

Now, in "Loyalty 3.0," Bunchball founder Rajat Paharia reveals how you can use these same techniques to seize the competitive edge for your business.

Paharia shows you how to create a system powered by human motivation and digital technology that creates ongoing, persistent engagement among customers, employees, and partners. "Loyalty 3.0" arms you with everything you need to know in order to build a loyalty and engagement program that drives a sustainable advantage for your business, including: The building blocks of motivation, big data, and gamification necessary for creating a powerful strategy that drives long-term loyalty Case studies from today's most innovative companies that are already driving customer engagement, learning and skill development, and employee motivation with "Loyalty 3.0" methods Step-by-step guidance on how to plan, design, build, and optimize your program

Now is the time to abandon your traditional loyalty programs and start taking all your stakeholders seriously--so they will take your company seriously.

"Loyalty 3.0" is the game-changing leap you've been waiting for. When you create true loyalty among customers, employees, and business partners, you will generate a sustainable competitive advantage and win in your industry.

Praise for "Loyalty 3.0"

"Relationships are the single greatest asset for all organizations. Relationships with customers, relationships with employees, relationships with partners. In "Loyalty 3.0, Rajat Paharia reveals the new science of relationship building through big data and gamification."" --TIM BROWN, CEO, IDEO

""Loyalty 3.0 is filled with major insights and does a brilliant job of grounding the reader in fundamental concepts around motivation, big data, and gamification--building on these concepts through real-world case studies that bring the combinations to life. It finishes with actionable ideas and next steps that enable you to test and operationalize these ideas in your own workplace and personal life."" -- BRAD SMITH, CEO, Intuit

""A fascinating insight into how companies are exploiting big data."" -- MARK READ, CEO, WPP Digital

""Rajat pioneered the business use of big data and game mechanics to transform the customer experience. A decade before anyone else, he saw that the same techniques that video game designers had used for years--fast feedback, badges, competition, goals, and leveling up--were also incredibly powerful for motivating behavior outside of games, and an industry was born. This book shares his secrets."" -- CLARA SHIH, CEO of Hearsay Social, author of The Facebook Era, and board member at Starbucks

""Rajat Paharia comprehensively explains how to create loyalty in the modern world full of data and connectivity. If you want to learn how to motivate and inspire employees, you must read this book."" -- DAVE KERPEN, New York Times bestselling author of Likeable Social Media and Likeable Business

""In this powerful and groundbreaking book, Rajat Paharia clearly demonstrates how big data, motivation, and gamification can be utilized to create true engagement and loyalty. We believe Loyalty 3.0 will be a game changer for our associates and guests."" -- RAY BENNETT, Chief Lodging Services Officer, Marriott International

""The journey to Loyalty 3.0 is real. Rajat's vision shows why right time relevancy and context will transform how organizations engage with customers and truly craft relationships.""---R. RAY WANG, Principal Analyst and CEO at Constellation Research

""Adoption is a critical component when creating an exceptional customer experience or smarter workforce, and gamification has proven to be a powerful driver for success. The insights Rajat shares in Loyalty 3.0 will help guide the next wave of deeper relationships across the enterprise.""---SANDY CARTER, IBM Vice President, Social Business Evangelism and Sales