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Books > Business & Economics > Business & management > Sales & marketing > Customer services

Customer Service Representatives - Last-Minute Bottom Line Job Interview Preparation Questions & Answers for any Customer... Customer Service Representatives - Last-Minute Bottom Line Job Interview Preparation Questions & Answers for any Customer service professional Job (Paperback)
Blgs Publishers
R361 Discovery Miles 3 610 Ships in 10 - 15 working days
Designing Service Processes to Unlock Value (Paperback, 2nd Revised edition): Joy M. Field Designing Service Processes to Unlock Value (Paperback, 2nd Revised edition)
Joy M. Field
R526 R437 Discovery Miles 4 370 Save R89 (17%) Ships in 10 - 15 working days

The service process design landscape is changing, with many of the previous limitations disappearing on how and by whom services are delivered. Opportunities for new service design configurations are being supported, to a large extent, by technology-enabled innovations; many tasks previously performed by the service provider may now be performed by either the customer or the service provider. As a result, customers are playing a more active role in the service process, not only through self-service but also through providing information to the service provider to create a more personalized service experience. Designing Service Processes to Unlock Value explores how service processes can be designed to leverage the expanding range of opportunities for service providers and customers to co-create value. Readers will learn about frameworks for value Co-Creation and models for designing all types of service processes, as well as the unique challenges of designing knowledge-intensive services. The book concludes with approaches to unlock these capabilities-and further boost value Co-Creation. This second edition includes new and updated examples of technology-enabled innovations that provide unprecedented flexibility in service process design and continue to transform how service providers and customers co-produce services. At the same time, readers will see how these innovations can have important-and sometimes surprising-impacts on the nature of the benefit and cost tradeoffs and synergies that determine value Co-Creation.

It's All About Service! - Successfully Dealing with Difficult People (Paperback): Jeff Canfield, Jc Publications It's All About Service! - Successfully Dealing with Difficult People (Paperback)
Jeff Canfield, Jc Publications
R200 Discovery Miles 2 000 Ships in 10 - 15 working days
Bottom Line Selling - The Sales Professional's Guide to Improving Customer Profits (Paperback): Jack Malcolm Bottom Line Selling - The Sales Professional's Guide to Improving Customer Profits (Paperback)
Jack Malcolm
R491 Discovery Miles 4 910 Ships in 10 - 15 working days
WOW Moments - Fifty Thank-Yous And Ten Curses: A Customer Service Story (Paperback): Jeff Shapiro WOW Moments - Fifty Thank-Yous And Ten Curses: A Customer Service Story (Paperback)
Jeff Shapiro
R253 Discovery Miles 2 530 Ships in 10 - 15 working days
720 Haircuts - Creating Customer Loyalty That Lasts a Lifetime (Paperback): Gary Magenta 720 Haircuts - Creating Customer Loyalty That Lasts a Lifetime (Paperback)
Gary Magenta
R381 Discovery Miles 3 810 Ships in 10 - 15 working days
Taming Gladys! - The Busy Leader's Guide to Creating Fierce Customer Loyalty (Paperback): Marilyn Suttle, Lori Jo Vest Taming Gladys! - The Busy Leader's Guide to Creating Fierce Customer Loyalty (Paperback)
Marilyn Suttle, Lori Jo Vest
R408 Discovery Miles 4 080 Ships in 10 - 15 working days
Service Marketing in Ghana - A Customer Relationship Management Approach (Paperback): John Kuada, Robert Hinson Service Marketing in Ghana - A Customer Relationship Management Approach (Paperback)
John Kuada, Robert Hinson
R628 Discovery Miles 6 280 Ships in 10 - 15 working days
Service, Please! Extra Pickles, Hold the Attitude - Plating Up Customer Service for All Professionals (Paperback): Teressa R... Service, Please! Extra Pickles, Hold the Attitude - Plating Up Customer Service for All Professionals (Paperback)
Teressa R Shivers-Mazzei
R306 Discovery Miles 3 060 Ships in 10 - 15 working days
How to Beat the Hell out of your Competition - (Using Customer Service) (Paperback): M. a. Sharrieff How to Beat the Hell out of your Competition - (Using Customer Service) (Paperback)
M. a. Sharrieff
R304 Discovery Miles 3 040 Ships in 10 - 15 working days

In the modern world of business, customer service has become one of the few ways left to differentiate your company from that of your competition. What's so astounding is how many entities treat customer service as an aspect of their businesses that they have to endure instead of the powerful tool for market dominance that it can be. Here's what this means for you: Use the information in this book to change the way you look at customer service. The lessons you'll find inside will open your eyes and show you that customer service isn't just something your company has to have, but a mighty weapon you can use to beat the hell out of your competition.

Fully Booked (Paperback): Carolyn S Dean Fully Booked (Paperback)
Carolyn S Dean
R543 R481 Discovery Miles 4 810 Save R62 (11%) Ships in 10 - 15 working days
Customer Service Satisfaction - Behavior, Trust and Care For Business Success (Paperback): Matthew J. Ferguson Customer Service Satisfaction - Behavior, Trust and Care For Business Success (Paperback)
Matthew J. Ferguson
R240 Discovery Miles 2 400 Ships in 10 - 15 working days

Customer service and satisfaction is important to many employees and business owners. The success of a business depends on it. Learn the valuable tools and skills you need to deliver what your clients and customers want, and in return, you will reap the benefits. Expect happier clients, more business and more profit.

The Human Customer Experience and the Not-So- Secret Formula (Paperback): D. M. Palmer The Human Customer Experience and the Not-So- Secret Formula (Paperback)
D. M. Palmer
R267 Discovery Miles 2 670 Ships in 10 - 15 working days

Customer relationships mirror human relationships. The Human Customer Experience will guide you through understanding the three concepts of Customer Experience and Relationships: Duration and Choice, Relationship Correlation, and Customer Hierarchy of Needs. Use this model to build a customer experience design for your company. You will build stronger customer relationships enabling customer loyalty and a larger share of the customer business.

Customer Delight 365 - Daily Inspiration for the Customer Service Professional (Paperback): Brian Monahan Customer Delight 365 - Daily Inspiration for the Customer Service Professional (Paperback)
Brian Monahan
R540 Discovery Miles 5 400 Ships in 10 - 15 working days
Tron Chronicles - Nevada (Paperback): Isaac B Newton Tron Chronicles - Nevada (Paperback)
Isaac B Newton
R1,417 Discovery Miles 14 170 Ships in 10 - 15 working days
How to add the "WOW" experience to your customer service in 3 easy steps (Paperback): James Ortman How to add the "WOW" experience to your customer service in 3 easy steps (Paperback)
James Ortman
R246 Discovery Miles 2 460 Ships in 10 - 15 working days

"In this day of strong competition and high expectations, service is everything and the "WOW" Experience can separate you from your competition" No matter what business or organization we are involved in there is always one common thread, the customer. Creating and providing "WOW" experiences means we need to begin thinking in a different way. We need to change our thought process. Put ourselves in the shoes of our customers and begin thinking like them. What could we do extra that would cause our customers to say "WOW"?

Earn More Tips On Your Very Next Shift...Even If You're a Bad Waiter (Paperback): Steve Digioia Earn More Tips On Your Very Next Shift...Even If You're a Bad Waiter (Paperback)
Steve Digioia
R249 Discovery Miles 2 490 Ships in 10 - 15 working days

***Customer Service Training Through The Eyes, and Motivations, of a Waiter***
Waiters, are you tired of working your butt off in restaurant after restaurant and never really making the money you deserve? Are you tired of not getting the BIG tips you want? Tips of 20% or more on every table? So what are you going to do about it? This is the book you must have to earn more tips, bigger tips, tips that will change your life Don't you want that?
I won't waste your time telling you to crouch down table-side when you take the orders. I won't tell you to lightly touch the guest sometime during their meal, nor to give a mint or piece of candy to the guest when you present the check. This is the nonsense I read from other "experts" in the field of making bigger tips. This is insulting and demeans the professionalism of thousands of experienced waiters.
Remember: Only by making your guests feel special, feel as if THEIR enjoyment is YOUR primary concern, will you make the big tips. All else is not important.

The Small Business Advantage - From Surviving to Thriving Through Outstanding Customer Service (Paperback): Justin G. Kinnear The Small Business Advantage - From Surviving to Thriving Through Outstanding Customer Service (Paperback)
Justin G. Kinnear
R329 Discovery Miles 3 290 Ships in 10 - 15 working days

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.

Customer Service Course - Necessary Skills For Effective Customer Service (Paperback): Online Trainees Customer Service Course - Necessary Skills For Effective Customer Service (Paperback)
Online Trainees
R172 Discovery Miles 1 720 Ships in 10 - 15 working days

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.

Happy Customers Faster Cash Eastern Europe chapters (Paperback): Marcel Wiedenbrugge, Cliff Wynn, Andriy Sichka Happy Customers Faster Cash Eastern Europe chapters (Paperback)
Marcel Wiedenbrugge, Cliff Wynn, Andriy Sichka
R133 Discovery Miles 1 330 Ships in 10 - 15 working days
Talop Client Relationship Management (Paperback): William A Howatt, Tyler Hayden, Constance Robinson Talop Client Relationship Management (Paperback)
William A Howatt, Tyler Hayden, Constance Robinson
R350 R289 Discovery Miles 2 890 Save R61 (17%) Ships in 10 - 15 working days

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.

52 Tips for Amazing Customer Service (Paperback): David J Dunthorne 52 Tips for Amazing Customer Service (Paperback)
David J Dunthorne; Jodie L Hoffman
R246 Discovery Miles 2 460 Ships in 10 - 15 working days
Customer Service Rules! - 52 Ways to Create A Customer-Centric Business (Paperback): Steve Hickner Customer Service Rules! - 52 Ways to Create A Customer-Centric Business (Paperback)
Steve Hickner; Don Gallegos
R361 Discovery Miles 3 610 Ships in 10 - 15 working days
Customer Service Excellence - : Blocking & Tackling Tips for Managers/Supervisors of Front Line Employees (Paperback): Ray... Customer Service Excellence - : Blocking & Tackling Tips for Managers/Supervisors of Front Line Employees (Paperback)
Ray Roberge
R202 Discovery Miles 2 020 Ships in 10 - 15 working days
The Do Not Rent List (Paperback): Todd Ruffin The Do Not Rent List (Paperback)
Todd Ruffin
R256 R211 Discovery Miles 2 110 Save R45 (18%) Ships in 10 - 15 working days
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