Customer Service

Customer Service
Author: Robert W. Lucas
Publisher:
Total Pages: 544
Release: 2009
Genre: Customer services
ISBN: 9780071277501

"Customer Service, 4/e" by Lucas features how-to topics for the customer service professional. It covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. Emphasis is given to dealing with customer service problems and how to handle conflicts and stress. Insights and tips are also provided for customer service supervisory personnel

Customer Service Skills for Success

Customer Service Skills for Success
Author: Robert W. Lucas
Publisher: McGraw-Hill Education
Total Pages: 0
Release: 2014-02-03
Genre: Business & Economics
ISBN: 9780073545462

Recipient of the 2017 Textbook & Academic Authors Association's Textbook Excellence Award, Customer Service Skills for Success by Robert W. Lucas is the top-selling customer service textbook in the United States. Customer Service Skills for Success 6e addresses real-world customer service issues and provides a variety of updated resources, activities, examples and tips from the author and active professionals in the industry to gain and hold readers' interest while providing insights into the concepts and skills related to customer service. The text begins with a macro view of what customer service involves today and provides projections for the future then focuses on specific skills and related topics. The sixth edition of Customer Service Skills for Success contains 10 chapters divided into three parts, plus the Appendix, Glossary, and Bibliography. These parts focus on different aspects of customer service: (1) The Profession, (2) Skills for Success, and (3) Building and Maintaining Relationships. Along with valuable ideas, guidance, and perspectives, readers will also encounter interviews of real-world service providers, case study scenarios and activities to help you apply concepts learned to real-world situations in order to challenge your thinking on the issues presented.

Please Every Customer: Delivering Stellar Customer Service Across Cultures

Please Every Customer: Delivering Stellar Customer Service Across Cultures
Author: Robert W. Lucas
Publisher: McGraw Hill Professional
Total Pages: 303
Release: 2011-06-17
Genre: Business & Economics
ISBN: 0071748547

Deliver Valuable Service to a New World of Customers As the economy globalizes, customers are becoming more and more diverse making your job harder than ever. Regardless of differences in values, age, abilities, and other factors, the pressure is on to deliver exceptional customer service every step of the way. Help is here. Please Every Customer provides key information about how people of different cultures and groups communicate, view relationships, and value time—so you can provide the best service for each of your customer’s needs and expectations. Whatever the nationality, age, or gender of your customer, Please Every Customer gives you the tools to: Overcome differences in language Recognize and accommodate customer needs Make positive first impressions Avoid stereotypes Gain trust Listen “actively” Identify crucial nonverbal cues The age-old customer-service maxim “the customer is always right” isn’t enough anymore. Use Please Every Customer as your road map to navigate the new world of customer service.

Customer Service

Customer Service
Author: Robert W. Lucas
Publisher:
Total Pages: 416
Release: 2005
Genre: Customer services
ISBN: 9780071112925

This book features how-to topics for the customer service professional. It covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. Emphasis is given to dealing with customer service problems and how to handle conflicts and stress. Insights and tips are also provided for customer service supervisory personnel.

The Compassionate Geek

The Compassionate Geek
Author: Don Crawley
Publisher: C'est Bon Press
Total Pages: 108
Release: 2016-05
Genre: Business & Economics
ISBN: 9780983660774

"Our work, in Information Systems and Technology, is about helping our end users do their jobs more productively, efficiently, and creatively. IT (Information Technology) is all about crafting creative technical solutions to perplexing human problems in the workplace." This is the understanding of the IT superstars. It is also the basis of this, the most recent of The Compassionate Geek series of books. In The Compassionate Geek: The 5 Principles of IT Customer Service Success, author Don R. Crawley explores the five characteristics which are common among IT customer service superstars. In plain language, he reveals the five principles, shows common roadblocks to success, and lays out simple and realistic steps you can take to implement the five principles in both your professional and personal life. You'll learn how to put humanity into our world of technology.Written in Crawley's conversational style with personal anecdotes, logic and reason, and a takeaway at the end of each chapter, The Compassionate Geek: The 5 Principles of IT Customer Service Success is not just your guidebook to elevating your customer service success, it's your guidebook to a new, more self-confident and compassionate way of living.

Customer Service

Customer Service
Author: Paul R. Timm
Publisher:
Total Pages: 246
Release: 2001
Genre: Business & Economics
ISBN:

Annotation. This practical, real-world book presents the skills essential for success in customer service. It brings together a wealth of the best information from professional books and academic textbooks, and the authors broad consulting experience. Includes information on making optimum use of the Internet as a customer service professional. A clear, usable process is employed for developing the skills, attitudes, and thinking patterns needed to win customer satisfaction and loyalty. The process helps the reader develop: a heightened awareness of challenges and opportunities; tools for dealing with unhappy customers, using the power of customer expectations and creating loyalty; the ability to lead, expand, and empower the service process.

The World of Customer Service

The World of Customer Service
Author: Pattie Odgers
Publisher: South Western Educational Publishing
Total Pages: 244
Release: 2004
Genre: Business & Economics
ISBN: 9780538726689

With global markets more crowded than ever, it is a major challenge for organizations to attract and retain customers due to the competition they are faced with. This text is designed to teach exemplary customer service thinking in public or private, domestic or international organizations and is written in a practical, common sense manner reflecting current customer service concepts and hints.

Customer Service Training 101

Customer Service Training 101
Author: Renee Evenson
Publisher: AMACOM Div American Mgmt Assn
Total Pages: 239
Release: 2011
Genre: Business & Economics
ISBN: 0814416411

Your service team may represent the first, last, or only interaction point between your customers and your company. Your front-line service professionals make or break countless opportunities, leads, sales, and relationships every day. Completely revised and updated to meet the challenges of a new service landscape, the second edition ofCustomer Service Training 101 presents proven techniques for creating unforgettable customer experiences. The book covers every aspect of face-to-face, phone, Internet, and self-service customer relations, and provides simple yet powerful tips for: * Projecting a positive attitude and making a great first impression * Communicating effectively, both verbally and nonverbally * Developing trust, establishing rapport, and making customers feel valued * Confidently handling difficult customers and situations New features include "How Do I Measure Up?" self-assessments, and "Doing It Right" examples from the author's extensive customer service experience. Every step-by-step lesson in this comprehensive and inspiring training manual is augmented with instructive sidebars, a summary of key points, practice exercises, and so much more.

Skills for Success

Skills for Success
Author: Karen E. Wolffe
Publisher: American Foundation for the Blind
Total Pages: 0
Release: 1999
Genre: Blind children
ISBN: 9780891289432

This innovative handbook offers special education teachers, career counselors, and parents a comprehensive range of tested techniques and strategies to help youngsters who are blind or visually impaired begin to build the skills they need for successful careers. It introduces specific activities for preparing visually impaired children from preschoolers through middle school for the next level of schooling and to become independent in daily life, confident about their career choices, and skillful on their future jobs.

The Customer Success Professional's Handbook

The Customer Success Professional's Handbook
Author: Ashvin Vaidyanathan
Publisher: John Wiley & Sons
Total Pages: 297
Release: 2020-01-15
Genre: Business & Economics
ISBN: 1119624614

The definitive “Customer Success Manager How-To-Guide” for the CSM profession from Gainsight, who brought you the market-leading Customer Success The Customer Success Manager has become a critical asset to organizations across the business landscape. As the subscription model has spread from the cloud and SaaS to more sectors of the economy, that pivotal role will only grow in importance. That’s because if you want to compete and thrive in this new environment, you need to put the customer at the center of your strategy. You need to recognize you’re no longer selling just a product. You’re selling an outcome. Customer Success Managers (CSM) are committed to capturing and delivering those outcomes by listening to their customers, understanding their needs, and adapting products and services to drive success. Although several existing resources address the customer success imperative, there is no authoritative instruction manual for the CSM profession—until now. The Customer Success Professional’s Handbook is the definitive reference book for CSMs and similar roles in the field. This practical, first-of-its-kind manual fills a significant gap in professional customer success literature, providing the knowledge every CSM needs to succeed—from the practitioner level all the way to senior leadership. The authors—acknowledged experts in building, training, and managing Customer Success teams—offer real-world guidance and practical advice for aspiring and experienced CSMs alike. The handbook is written by practioners for practioners. An indispensable resource for front-line Customer Success Managers, this much-needed book: Demonstrates how to build, implement, and manage a Customer Success team Helps new CSMs develop their skills and proficiency to be more employable and grow in their careers Provides clear guidance for managers on how to hire a stellar CSM Presents practical tactics needed to drive revenue growth during renewal, expansion, and customer advocacy opportunities Explains proven methods and strategies for mentoring CSMs throughout their careers Offers valuable insights from Gainsight, the Customer Success Company, and the broader customer success community with more than a dozen of the industry’s most respected leaders contributing their perspectives Currently, with over 70,000 open positions, Customer Success Manager in one of the fastest-growing jobs in the world. The Customer Success Professional’s Handbook: How to Thrive in One of the World's Fastest Growing Careers—While Driving Growth For Your Company will prove to be your go-to manual throughout every stage of your CSM career.