The Welcomer Edge is a business book that unlocks the secrets to repeat sales. Its principles are appropriate for all sales and service environments. It's about four distinct categories of service professionals -- the people that will make any customer service function or department a success. The author provides real life examples and anecdotes to help transform this concept into action. Welcomers are a rare breed of friendly and engaging people. Most importantly, they are innately intuitive, and understand that customers are people first. Identifying and recruiting welcomers is the key to a healthy consumer base. The book provides practical recommendations and strategies so that any company -- regardless of industry or size -- can maximize the quality of its customer service and the quantity of its loyal consumers. The book describes the four categories of frontline associates. Understanding that each category has definitive service personalities will help optimize your business at its most crucial moment: the encounter that brings two people together to make a purchase, subscribe to a service, provide praise, or raise a concern. The bottom line shows how sales and customer associates have a powerful impact on sales because they determine the outcome of the all-important first impression, and this translates into whether or not a company will achieve its most important goal: repeat business.

"Talk is cheap." A cliche, perhaps, but the idea that what we do is more important than what we say is a fundamental truth. It applies in our personal lives and can extend into our professional work, too. Learning to let your actions do the talking can be revolutionary to a company that struggles to create enduring customer relationships.

People who own operate, manage, or otherwise lead a company are always looking for ways to improve productivity, beat the competition, and ensure long-term success. Learning how to put words and ideas into action can be a key to success in the business world.

"Hooked on Customers" is not about finding the right words, whether labeled as a "strategy" or not. It is an insightful, highly informative book that propels businesses into action. It explores successful customer-centric businesses, examines the ways they "execute" their strategies, and provides practical recommendations for business leaders to more effectively outperform their competition.

A must-have for any business leader who wants to have a healthy relationship with customers, this book avoids the pitfalls that often plague others that offer business advice. Frequently, company leaders turn to consultants and other resources to recommend strategies that sound great but ultimately don't have any real meaning because they are a series of words without a tie to actions.

Combining his own professional experiences working as a CEO with his extensive research and expertise as an international authority on customer-centricity, author Robert Thompson has identified the five routine organizational habits successful customer-centric businesses use when executing strategy. Legendary leading customer-centric businesses: LISTEN to their customers' values and feedback. THINK about the implications of fact-based decisions on customers EMPOWER employees with the freedom they need to please customers CREATE new value for customers, without being asked DELIGHT customers by exceeding their expectations

Crucial to Thompson's discussion of these habits is the premise that there are no quick fixes. Customer-centricity takes time, determination, and company-wide commitment. It must be maintained and constantly pursued to ensure that it becomes part of the fabric of a business.

In the end, the results are well worth it. "Hooked on Customers" helps leaders understand, adopt, and implement the five crucial habits that enable companies to not only survive in highly competitive, overcrowded markets but to dominate them, creating a legacy of success and inspiration along the way."

"'42 Rules for Outsourcing Your Call Center (2nd Edition)'" is a compilation of real-life problems, lessons learned, pitfalls found, and practical approaches for planning, implementing, and outsourcing call center operations. It provides a path for companies outsourcing their first call center with a logical sequence of steps for moving an existing operation to an outsourced organization. The book is a foundation for anyone considering outsourcing their call center. It starts by answering the question "Why Outsource," and then guides the reader with rules from defining the project to selecting a vendor to the first go-live call.

Businesses continue to be challenged to find ways to minimize costs and maximize profits while retaining their customers with excellent service. They need to focus on customer retention and realize that running their own contact centers is not their core competence. These businesses need outsourcers that can deliver high customer satisfaction and execute cross-sell/up-sell revenue strategies.

This book takes the reader through the entire process from gathering requirements and setting goals, to identifying an outsourcing strategy and understanding and operational capabilities of a outsource partner. The reader will learn: When outsourcing makes sense How to define an outsourcing approach What to look for in an outsourcing partner When to determine if agents can work at home How to craft an effective RFP

"'42 Rules for Outsourcing Your Call Center (2nd Edition)'" is a must-have for all call center managers hoping to improve customer satisfaction, increase customer retention and turn their call center into a revenue generating machine.

For undergraduate and graduate consumer behavior courses. The text that set the standard for consumer behavior study. Consumer Behavior explores how the examination and application of consumer behavior is central to the planning, development, and implementation of marketing strategies. MyMarketingLab for Consumer Behavior is a total learning package. MyMarketingLab is an online homework, tutorial, and assessment program that truly engages students in learning. It helps students better prepare for class, quizzes, and exams-resulting in better performance in the course-and provides educators a dynamic set of tools for gauging individual and class progress. This program will provide a better teaching and learning experience-for you and your students. Here's how: * Improve Results with MyMarketingLab: MyMarketingLab delivers proven results in helping students succeed and provides engaging experiences that personalize learning.* Bring Concepts to Life with Cases: End-of-chapter cases show students the real-life application of the concepts just covered so that they can see how real companies use consumer behavior to create marketing strategies, * Global Coverage Focus: Discussions and examples appear throughout the text demonstrating the importance of cultural differences in both domestic and multinational marketing. * Keep Your Course Current and Relevant: New examples, exercises, and research findings appear throughout the text. Note: You are purchasing a standalone product; MyMarketingLab does not come packaged with this content. If you would like to purchase both the physical text and MyMarketingLab search for ISBN-10: 0133131033/ISBN-13: 9780133131031. That package includes ISBN-10: 0132544369/ISBN-13: 9780132544368 and ISBN-10: 0132552000/ISBN-13: 9780132552004. MyMarketingLab is not a self-paced technology and should only be purchased when required by an instructor.

Negotiate Anything is the culmination of a 30 year longitudinal study of customer service - the first ever. It has two audiences. For consumers, it presents secrets to make companies treat them fairly. For businesses, it teaches them how to pull ahead of the competition by providing excellent customer service. It offers a concise and proven method for consumers to use to start getting their money's worth from companies when things go wrong. It also lets you know the tricks some companies use to bamboozle you and keep you from getting the good service you deserve. The authors show how they have saved well over $30,000 themselves. They are so confident of their method, they provide a written 100% money back guarantee for consumers if they follow the process and don't save at least two times the cost of the book in the first year alone. It can be found on P261. For businesses, Negotiate Anything presents the 12 Success Criteria for creating, implementing and tracking a highly differentiated level of customer service designed to drive the top and bottom line. Business owners and leaders will learn how they torture customers and drive them into their competitors' hands. The causes of deteriorating customer service are reviewed and a clear and pragmatic plan is presented that can be implemented by any size business or organization. Through the example of their own start-up business, The CareGiver Partnership, we learn how a company that cares about its customers is winning with impeccable, personalized service such as answering all calls by the third ring, by a knowledgeable person - in the U.S. This has resulted in over 90% of customers rating them a 9 or 10 on a 10 point scale. As a result of this service, their margins are 2 to 3 times greater than the big box stores.

Despite proclaiming the contrary, most businesses don't really care about their customers. Sure, they swear blind that the customer is at the heart of everything they do. But when push comes to shove, customer happiness comes second to quarterly profits and Christmas bonuses. In just 99 pages, So You Want to Be Customer-Centric? helps you shake the habits that are preventing companies being truly customer-centric. This straight-talking executive action guide helps you focus on customers in spite of budget constraints, corporate politics, organizational silos and ambivalent data. Not because it's a nice thing to do, but because it is ultimately more profitable. The book includes case studies and best practice insight from senior executives who have been there: C&A, ING, Lexus Europe, L'Oreal Group, Orange Business Services, Philips, Sanoma Magazines International and the World Economic Forum.

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''

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

Improve your vocabulary skills for the office and daily life with an easy-to-follow workbook that teaches you the facts you need to know to complete office tasks.

Jennifer Wilkins, who helps adult learners achieve academic and vocational success as the owner of Pathways Educational Services, an adult learning centre, provides lessons, exercises, and strategies to help you further your career as an office professional.

The workbook includes twelve modules and three review sections. The exercises introduce 365 words that are related to general office work. Each module begins with a list of words and their definitions to help complete the exercises that follow, and there are 142 exercises to complete.

Whether you're seeking help with a secondary-school business, an English as a Second Language program, or other training geared toward essential skills development, this workbook can help you. Get the tools you need to develop vocabulary and vocational skills, improve reading and oral communication skills, enhance problem-solving skills, and boost spelling and phonics skills.

Success is right around the corner, and getting there can be quick when you use Essential Skills: A General Office Vocabulary-Building Workbook.

Victoria Wells has been in the customer service field for over 30 years. She has a unique perspective on the role of a customer service representative as, throughout her career, she has been an employee, an employer and a consultant. Victoria has had the opportunity and the privilege to work with many different companies in diverse fields. She felt that a simple, common sense, no-nonsense guide to a career in customer service was missing from all the training books and manuals available. Her writing style is chatty and non-threatening. She uses experiences from her own career to highlight, and bring clarity to, the advice she offers.

For the most part, marketing and customer service have remained the same over the ages. Despite massive changes in the market position of customers and how we communicate with each other, most companies still use Caveman Era marketing tactics. A few marketers understand that the game has changed. Instead of hitting customers over the head with ad after ad, they go to potential customers where they are. Once there, they begin a relationship with prospects. In essences, they court customers. Cavemen Can't Market uses the analogy of a Suitor courting, or WOOing, an Intended to not only become a customer, but to move that customer through stages of commitments until she is not only loyal to him, but also makes him part of her identity. In the end, she will tell others how wonderful she is, in essence, marketing for him. Inside this analogy there are three stages of marketing: Attraction Conversation Relationship Marketers must understand these stages, as well as the pitfalls in each stage, to be successful in the new marketing era. Those who don't...will be as obsolete as a Caveman.

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.

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.

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

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."

"Customer service has been central to Dell's success - this book is packed with practical techniques and proven insights for improving performance." - Michael Dell, CEO, Dell When You Get This One Thing Right You'll Literally Obliterate The Competition...How you treat your customers and what you do to keep them coming back for more will have the biggest impact on your bottom line. Get the service right and you'll benefit from lower future sales costs and increased market share as the 'good word' spreads. Get it wrong though and you can kiss goodbye to future business success as ever more sophisticated and demanding customers take their money elsewhere. With this in mind 'Bare Knuckle' persuasion expert Simon Hazeldine has joined forces with savvy customer service veteran Chris Norton to show you how to transform your organisation into a world beating customer led cash machine. Drawing on their own hard-won experience and modeling the best customer service principles today, Simon and Chris strip customer service back to the bone giving you the essential tools you really need to become your customers' true champion. Inside you will learn...* How To Find Out What Your Customers Really Want * The Right Way To Build A Customer Service Culture * How To Implement A Customer Service Strategy * The Bare Knuckle Customer Service Model * How To Benefit From Customer Complaints * What Customer Relationship Management Really Does * How To Set Up & Run A World Class Call Centre * The 5 Most Stupid Things To Say To A Customer * ...and much more

The book is written for CEO's, business owners and managers that want to improve the experience they are providing to their customers. Five principles of customer service are illuminated with insightful interviews with CEO's, business owners and employees that consistently demonstrate good customer service. We share illustrations depicting real customer service situations, both good and bad, that bring levity to a serious subject. We also show the financial value of implementing our principles by providing the impact to four business drivers and sharing the harsh reality of data on the sad state of customer service.

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

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

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.