The way a person feels does effect how they behave which in turn effects the results they acheive. "You Are The Difference" works because not only does it help people to think differently about the customer it also help them to think differently about themselves and the service they give.
When the skills and techniques within this book are used on the shop floor everyone wins. The business wins because the level of service and customer conversion is increased resulting in happier customers and greater sales. The store manager wins because they are able to lead, motivate and coach the team, and keep the "You Are the Difference" Coaching Program alive helping it to become part of the service culture in store. The sales person wins because they are given the skills, knowledge and confidence to interact more easily with the customer making their role within the store more rewarding and effective. The customer wins because they receive a level of service second to none.
This book IS different. The techniques within its pages were developed on the shop floor working with REAL customers. Each skill has been perfected to help both the retailer and the customer enjoy a perfect shop floor relationship... in short it DELIVERS!

Effective Customer Relationship Management (CRM) begins with a customer's first contact---whether on the Internet, through a call center, or in a brick-and-mortar store. "Jems from Johnson: A Guide to Successful Customer Relationship Management" provides an up-close look at the life cycle of the retailer-customer relationship. The quality of what follows the first contact, says author Claude Johnson, is every bit as important to your company's success as your product and your sales staff.

Successful CRM is the art of amassing and using data effectively to identify your customers and communicate with them frequently in a style that is personalized and appropriate to their purchases.

"Jems" is a treasury of results-oriented CRM techniques geared to maximizing your profits while yielding you more---and more satisfied- customers. You'll discover: .

how target marketing of your product can save your company money .

how to increase your customer base by determining your company's target market .

how to identify your ideal customer---and those you should avoid .

how to populate your IT system with the best data and how to use it for the mutual benefit of your company and your customers

You'll also learn techniques for developing dynamic, multi-media communications that captivate and draw prospects, then nurture and retain them as customers. Let "Jems from Johnson" show you how to get CRM right---from the first hello.

In reading this book, you will find that The Six Principles of Service Excellence IS: . A simple, yet comprehensive, step-by-step process that, if followed implicitly, will lead any organization (small or large) to achieving and sustaining a work environment that will foster superior employee performance and service excellence. . More than a theory or concept. It is a process that is effectively used in many healthcare, financial, legal, hospitality and food service organizations today by skilled and knowledgeable performance consultants and leaders. You will further come to realize that The Six Principles of Service Excellence IS NOT: . A quick-fix. It is not about herding a group of employees through a 2-4 hour customer service workshop and calling it a day. . For everyone, nor every organization. Without 100% commitment and involvement from senior leadership, it will not thrive. . A superficial, Pep Rally. It is about making sound decisions and implementing interventions that will create lasting results.

This book has been developed for dealers and distributors solely for their use in pricing, selling, implementing, and monitoring Equipment Fleet Management business. It contains guidelines for developing Fleet Management accounts from a strategic point of view and operational tools for implementing the strategy.

Why Not Make a Ton of Money in Your Service Business? So many service businesses struggle painfully through life and Author and Entrepreneur Bob Burnham asks why? You work hard for your money so why not make your life way easier and make a lot more money? Bob says the only difference between one company making $50,000.00 net per year and another that makes $500,000.00 is that the less profitable company just doesn't have the right information. It is Bob's mission in this book, and through his work, to show service business people how to become Wealthy, Healthy and Successful.

When did delivering mediocre client service become acceptable? It didn't! Then why do so many professional service firms fail to deliver excellent client service? Craig gives you 21 reminders that will make your clients say "wow!"

It's amazing that the way you think about yourself changes the way you think about the and fired because of their attitude. Successful executives credit their attitude for what they have achieved. You can change the world around you just by changing your attitude about life, your family and your career. Discoveries like these and many others led Jim Mathis to speak to thousands of people on how to improve relationships on the job and at home. Sharing what he knows about people, performance and productivity has opened new doors of increased revenues for business organizations. You, too, will benefit from your exposure to these ideas and want to pass them along to your friends and associates. You have the opportunity! You will find many ideas and resources that will empower, enlighten and energize you. Reaching Beyond Excellence is your passport to excellence and success. You will discover high-impact ideas that will elevate your career beginning today! Jim's unique hands-on approach to life and work is written from his fify years of life experiences. Every year, Jim invests hundreds of hours in changing lives and motivating people to outdo themselves in performance and productivity.

A fresh approach to providing extraordinary customer service!
Something that will set you apart from your competitors, expand your customer base, and improve your bottom line!
In "You're the Doctor...So Fix the Problem" Curtis Cowan presents an innovative and extremely effective customer service principle that will change the way you and your company do business. Read it in an hour; get a lifetime of Results! It's easy. It's rewarding. It's time!
"Revolutionize" Your Customer Service
* Easy transition of thinking different.
* Building a superior WEB-BASED Customer Service.
* Successfully performing Dual Roles, Customer Service and daily tasks.
* Thirteen Keys to Success in Customer Service
* Five sure ways to get Customers to lengthen each visit to your place of business.
Bring true Customer Focus into Reality.
See yourself in control not empowered. Dedicate Yourself to Serving Others - Three easy ways of enjoying servicing your customers. New powerful concepts and proven goal-setting exercise that you can easily relate to and change the way you think when dealing with customers.

A quiet, but powerful revolution is underway. as the Internet and TV worlds converge; corporations are becoming increasingly interested in creating their own corporate TV networks. One of the biggest reasons for this push is the desire to communicate with customers, offer them helpful friendly advice and in so doing, build a relationship of trust. Unfortunately, TV content and corporate content are vastly different. Corporate content is usually dry and typically delivered by a single subject matter expert in a speech or training program. Conversely, TV content is based on story telling, entertaining and informative story packages and is based on a variety of messengers, including heroes, luminaries, and experts. Succeeding in this brave new world may be easier said than done. In order to thrive, corporations must learn three things: how to create content that focuses on what the audience wants to learn, not what you want to sell, how to use the right media and technology to leverage that content, and how to use it effectively in marketing programs. This book teaches corporate communicators how to do exactly that.

Twenty-two years ago, author Peter Venison's "Hotel Management" became a best seller in the hotel and tourism industry, labeled a 'must read" on the curriculum of every hotel school, and landed on the bookshelf of every hotel manager. Despite many requests for a follow-up volume, Venison declined, on the basis that he had nothing new to say. Now he does.

Holed up for several weeks in five star hotels while concluding a complicated business deal, Venison realized that the standards offered by the industry still fall short of perfection. As a result, he has put pen to paper to produce this handy catalogue of suggestions to hoteliers, based upon his considerable personal experience as a hotelier and perpetual hotel guest.

"100 Tips for Hoteliers" guides you from the inception of a hotel to its opening and operation, offering practical tips for each stage of the journey. It should prove equally useful to hotel school students as a checklist of what they can expect, and also to practicing hotel managers as a reminder of their responsibilities.

Proceeds from the sale of "100 Tips for Hoteliers" will be donated to the Duke of Edinburgh Cup charity.

"In "Thank God It's Sunday," Bernard Smalls delivers the good news that a serving heart is the key to prosperity. This uplifting parable--based on a true account of a wildly successful car dealership--shows that profit is the applause we get for taking care of our customers."
--Ken Blanchard, co-author of "The One Minute Manager" and "Raving Fans"

The Gospel of Customer Service is a parable based on the true story of the author's experience as a Corporate Trainer for the history making, award winning, fastest growing Toyota dealership in history. It presents a real life walk through of an excellent automobile dealership that trains its people in a Ritz Carlton/Nordstrom-like manner in customer service.

The story is a real life parable with Oscar, the apostle of customer service teaching his students in an entertaining yet spiritual way, the three empirical principles of excellent customer service. The three principles are pronounced and woven through the book. The three secrets Oscar the apostle/trainer shares are; 1) A Meaningful Service Vision, 2) Customer Oriented People, and 3) Customer Friendly Systems. Readers are guaranteed to be inspired, engaged, entertained, and enlightened that the true key to wealth and greatness is excellent service. The key message of this book is; the gospel of customer service is not only for Sunday, it's for everyday

Retail is big, it's important and retailers have challenges. Retailers don't want (or need) advice that is generalized beyond practical use. Retailers need ideas and strategies that are actionable. When Retail Customers Count provides just that. When Retail Customers Count is a book about how understanding the volume and timing of prospect traffic in a store can help retailers answer some of the most fundamental questions about their business including: ? Does your advertising work? ? Are you making the most out of your sales opportunity? ? Is your staff scheduling optimal? ? Which is your best performing location? ? What is your sales conversion rate? ? Are your store hours right? Every retailer wants to know the answers to these questions, but the vast majority doesn't have a clue how to find the answers. When Retail Customers Count uses real world examples to show retailers exactly how they can answer these questions and more with traffic analysis. When Retail Customers Count is informative, comprehensive, actionable and extremely readable. A book on retail traffic analysis and how it can be used by retailers has never been done - indeed very few people would even be qualified to write it. We are.

How Today's Marketing Leaders Have Bypassed the "Experts" to Craft Effective, Inexpensive Customer Loyalty Programs

Database marketing is today's most powerful tool for designing cost-effective, resource-efficient marketing and operations programs. "The Customer Loyalty Solution "cuts through theory and guesswork to examine how leading marketers from Land's End to IBM are using today's new breed of database marketing tools to compute lifetime value, cut costs in every area, and make databases easier to access and utilize from anywhere on the globe.

Praise for "The Customer Loyalty Solution":

""The Customer Loyalty Solution "combines the best of traditional practice with contemporary market factors in terms that inspire and cut across industries. Straightforward enough for the upcoming 1-1 marketer as well as a great catch-up for the seasoned practitioner."--Joe Rapolla, VP, Consumer Marketing Services, Universal Music Group/CLO

"Delivers practical solutions instead of hyperbole and theory. Hughes makes this book fun to read, and he gets his point across--clearly."--Robert McKim, CEO, msdbm

"Well written and easy to understand. Hughes imparts his wisdom to set realistic expectations and provides case studies adding real-world application."--J.C. Johnson, VP, Database Marketing, Fairfield Resorts

"Hughes distills the jargon and complexity of database marketing into a refreshingly straightforward and practical guide. "The Customer Loyalty Solution "should be required reading for anyone serious about making database marketing work."--Jonathan Huth, VP, Relationship Database Marketing, Scotiabank

New technologies like the Web have brought unprecedented change to databasemarketing. But some things never change. Successful marketers have learned that to understand their customers they must still think like their customers, who continue to ignore one-time discounts to ask, "Why would I want to be that company's customer? What's in it for me?"

"The Customer Loyalty Solution "goes straight to the source, revealing how marketers today are leveraging their database marketing programs to identify and attract the most profitable new customers, increase current customer retention and repurchase, and identify and reward their most loyal and profitable customers. More than 40 detailed case studies and dozens of examples reveal success stories includingVerizon's "best in class" datamart that realized a 1681 percent return on marketing investment Isuzu's database project that targeted only their best prospects--and cut industry-standard per-unit sales costs in half "Weekly Standard"'s variable headline strategy that increased direct mail response rates by nearly 25 percent

Author and database marketing pioneer Arthur Hughes doesn't hide behind incomprehensible formulas and impossible-to-navigate layouts. Each easy-to-follow chapter clearly addresses and explains a different piece of the database-marketing puzzle. Case studies are clearly marked and detail what went right--or wrong. Chapter-ending synopses summarize the lessons to be learned in each chapter and clearly review what worked and what didn't. These features and others combine with innovative charts and quizzes to ensure hands-on understanding of material covered and make the book a timely, practical guide.

"The Customer Loyalty Solution "reveals how database marketing and customer relationshipmanagement initiatives are making a difference, today, for the world's leading marketers. It provides you with step-by-step techniques for benchmarking their efforts to develop intelligent strategies of your own, understanding how and why they work, and monitoring their results to continually adjust and modify for changing market conditions. The result will be far stronger customer loyalty, more consistent repeat sales, and a database-marketing program that is enjoyable and successful--for both you and your most profitable customers.

Project Red Light is an invaluable resource for any business leader who wants to build a high performance team. Author Mark Bitner brings to life an improvement initiative that focuses on the repetitive cycle of experiences and decisions that teams are confronted with when delivering a service to a customer. In clear and understandable language, Bitner explains how a leader can implement a systematic approach to improving employee performance, business processes, and ultimately the service provided to the customer. Project Red Light covers a diverse field of topics, including: * Making continuous improvement a way of life for the team * Implementing a system where employees have the opportunity to rate and provide input on their service experiences * Improving team confidence, collaboration and contribution * Offering employees real empowerment opportunities * Partnering and coaching employees on project improvement fundamentals * Learning how to get employees interested and vested into the business they serve * Strengthening the employee relationship * Establishing Esprit de Corps Project Red Light is a useful resource for those leaders who want to get their employees on the s

Customer Service, Aiming for Excellence is a fast-paced, humourous and fresh approach to Customer Service that will benefit both first time employees and seasoned professionals as well. This easy-to-read, 'one sitting', book tells you how to handle different customers instead of just why you need to. The fun and insights are inescapable and 'it provides the tools to deal with difficult situations with confidence and a greater understanding of the underlying motives behind behavior'.
Customer Service, Aiming for Excellence introduces the concept of "Linked Pairs," the relationships between the situations/conditions that cause a problem and the generally appropriate techniques that aid in solving it.
Aiming for Excellence also teaches you to identify the 5 customer types and how best to handle them based on their personality.
The book also discusses Opportunities for Excellence, Everyday Extraordinary Service and Professionalism. If you have already read a book on customer service, have some fun and add this one to your list. If you read only one book on customer service make this one it!

Lynn Thomas, a nationally acclaimed retention specialist and speaker on the topic, now shares her practical and proven tools and techniques on how to delight and dazzle customers time, after time, after time. In her new book, she shares how to bring heart and a sharp customer focus to corporate America WHILE increasing profitability. Your company can apply these techniques immediately to increase your business' retention rate. The ROI is 15:1. Is there another profitable strategy that you are currently employing that will generate that return? No, because retention produces the highest impact on profits of any strategy that Lynn has uncovered over the 14 years she has been a retention expert. Lynn makes it easy, simple and fun to learn how to delight your customers. Companies can refocus on what really matters-Their Customers These top customers know the most about your business and are eager to share their ideas for your business to become even more successful. Read it now, to avoid the mistakes of your competitors and be the person to bring heart and a sharp customer focus back into your company while reaping the financial rewards.

This is a lucid book on the ins and outs of the much-in-vogue call centres, it caters to the need of a global audience with panache. The focus is on honing personal relation skills and educating the reader on what it takes ti thrive in the highly competitive, vibrant and evolving world of call centres.

Written to enhance awareness for the consumer and provider, the information in this book will help both sides see their responsibility. The author hopes to make the dining experience a happy one for all.

HOW TO BRIDGE THE GAP BETWEEN TECHNOLOGY AND SERVICES

FEATURING ITS OWN REGULARLY UPDATED WEBSITE, TELECOM CONVERGENCE IS THE ONLY SURVIVAL MANUAL YOU NEED FOR THE BRAVE NEW WORLD OF TELECOM

In this new edition of Telecommunications Convergence, globally recognized telecom guru Steven Shepard gives you a life raft for the whirlpool of todays tech market. With the keen analytical skills and deep knowledge of the industry that have earned him marquee status at telecom conferences around the world, Shepard breaks down the key questions you must answer for your own company and career.

Steven Shepard predicted the current overcapacity, convergence shakeout, and downturn in telecom. Now, in this second edition, he gives you nearly 300 new pages of solutions that work--an almost entirely new book. With this information you and your company can survive--and even thrive--in the challenging environment he forecast.

If youre serious about telecom, you need Shepards technology, service, and management answers to the most critical questions you face:

* What survival strategies will work for my company?

* How do I build a company-sparing blueprint?

* Can management and network hierarchy changes improve the outcome?

* Capability: build or buy?

* What are the smart companies doing right now?

* And most important of all--whats next?