(9780029185551) On Great Service: A Framework for Action
Improving service quality has finally become a top priority of management today, yet according to service quality expert Leonard Berry only a handful of companies have managed to determine exactly what to improve and how to improve it. For the past two years, Berry studied dozens of companies of all sizes renowned for their [...]
(9781841120379) Smart Things to Know about Customers
So, we all know the customer is king,that the customer is always right and all that stuff. But what do we actually have to do to achieve 100ustomer satisfaction? What do smart people know about customer service that the rest of us don’t? How can we learn from the best and apply the lessons for [...]
(9780873373715) The Partnership Book: How to Write a Partnership Agreement (Partnership Book (W/CD))
Many people dream of going into business with friends. This book shows how to turn that dream into a sound partnership agreement. It shows step by step how to write a partnership agreement and handle key issues–from each partner’s initial contributions to profit sharing and buy-outs. Includes forms on disk and as tear-outs.
(9780789489524) Essential Managers: Putting Customers First (Essential Managers Series)
DK’s best-selling Essential Managers series are ideal for managers at every level. These compact references demonstrate the techniques and skills that are useful in any work environment, making this series the most accessible single-subject business guides on the market.
(9780139233920) Total Quality Service: How Organizations Use it to Gain Competitive Advantage
“Total Quality Service” is based on case histories and interviews with companies around the world, including American Express, Toyota, The Royal Bank, Northern Telecom and Four Seasons Hotels. By drawing on the experience of these experts, the book provides examples of service strategies selected from the best practices; ranges of training options; internal and external [...]
(9780273650317) The Handbook of Key Customer Relationship Management: The Definitive Guide to Winning, Managing and Developing Key Account Business (FT)
(Pearson Education) A text focusing on helping businesses implement their key customer relationship management (KCRM) correctly. Demonstrates how important KCRM actually is and what the cost could be if it is not implemented correctly.
(9780787908607) Customer Loyalty: How to Earn It, How to Keep It
Studies show that customer satisfaction does not equate with continued sales–it is the loyal customer who resists the competitor’s tempting offers. This pragmatic guide outlines a savvy, seven-step process for turning prospects into customers and customers into loyal advocates.
(9781416546894) Your Call Is (Not That) Important to Us: Customer Service and What It Reveals About Our World and Our Lives
Bring up the subject of customer service phone calls and the blood pressure of everyone within earshot rises exponentially. Otherwise calm, rational, and intelligent people go into extended rants about an industry that seems to grow more inhuman and unhelpful with every phone call we make. And Americans make more than 43 billion customer service [...]
(9780805013047) Successful Large Account Management
Most companies depend on a handful of crucial clients for at least half of their revenues. To improve these critical business relationships, this dynamic book explains Large Account Management Process (LAMP) techniques that will make sure readers keep their most important accounts.
(9780844231709) How to Turn Customer Service into Customer Sales
Explains how to create and maintain good customer relations by using positive communication skills and meeting customer expectations.