Customer Service Essentials
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| Author | : Robert E. Hinson |
| Publisher | : IAP |
| Total Pages | : 253 |
| Release | : 2019-08-01 |
| Genre | : Business & Economics |
| ISBN | : 1641136871 |
Customer Service Essentials is a must-read and a definitive source of information on effective management of customer service in Africa and beyond. Leveraging on unique concepts and practices developed in the field of customer service management, this book uses case studies and vignettes to reinforce learnings, drawing parallels to real life experiences. The book is a valuable resource for individuals and organizations, in the quest to achieve excellent customer service, increased productivity and enhanced employee satisfaction. It explores the practical challenges of customer service in Africa, examines critical success factors and provides guidelines for effective customer engagement in this evolving highly networked digital era. Policy makers, directors, managers and students will gain valuable and actionable insights on service management as they navigate the chapters. Praise for Customer Service Essentials: Lessons for Africa and Beyond "This book captures service excellence by detailing out in a most explicit manner essential services dynamics of Responsiveness, Accessibility, Tangibles, Empathy and Reliability. I highly recommend it!" Esi Elliot Assistant Professor, Marketing Suffolk University, Boston, MA "I am very impressed with this book and excited to see the topics being discussed in the Chapters are geared toward quality customer service in Africa. All the chapters are superbly written, relevant to the African context and above all, the authors cover incredibly interesting topics and support them with pertinent cases. Bringing together such fine minds in the field, this book is useful and a must for anyone serious about customer service, service branding and the need to respect the customer." Charles Blankson Professor of Marketing College of Business University of North Texas "Hinson and colleagues have skillfully put together a useful collection of new perspectives on modern customer service essentials with an African and global perspective. This is a highly recommended text for students and practitioners." Ellis L.C. Osabutey Reader Roehampton University Business School United Kingdom
| Author | : Alan V. Brunacini |
| Publisher | : Fire Protection Publication |
| Total Pages | : 0 |
| Release | : 1996 |
| Genre | : Fire departments |
| ISBN | : 9780879391270 |
Writing in a humorous conversational style, Chief Alan Brunacini explains the application of common-sense customer service concepts to the fire service. Essentials of Fire Department Customer Service is basic reading for every firefighter, officer, and administrator.
| 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.
| Author | : Renée Evenson |
| Publisher | : HarperChristian + ORM |
| Total Pages | : 303 |
| Release | : 2012-09-12 |
| Genre | : Business & Economics |
| ISBN | : 0814420338 |
Dealing with customers isn't easy, they aren't always right or even pleasant. Business author Renée Evenson ensures you’ll always have the right words to defuse tense interactions. Practical and insightful, this book ensures you’ll never again be at a loss for what to say to customers. In Powerful Phrases for Effective Customer Service, she covers 30 challenging customer behaviors and 20 common employee-caused negative encounters to teach you: how to assess circumstances, choose one of many appropriate responses, and confidently and consistently deliver customer satisfaction. Helpful sample scenarios and tangible instructions bring the phrases to life, while detailed explanations bolster your confidence so that you’ll have the right words as tools at your disposal and the skills to deliver those words effectively. By incorporating language that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation, you’ll not only be capable of overcoming obstacles--you’ll strengthen all facets of your customer service.
| Author | : SkillPath |
| Publisher | : |
| Total Pages | : 21 |
| Release | : 1992 |
| Genre | : Customer services |
| ISBN | : |
| Author | : John A. GOODMAN |
| Publisher | : AMACOM Div American Mgmt Assn |
| Total Pages | : 274 |
| Release | : 2009-05-13 |
| Genre | : Business & Economics |
| ISBN | : 081441334X |
The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. Drawing on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota, author Goodman uses formal research, case studies, and patented practices to show readers how they can: • calculate the financial impact of good and bad customer service • make the financial case for customer service improvements • systematically identify the causes of problems • align customer service with their brand • harness customer service strategy into their organization's culture and behavior Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom—using hard data—and reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line.
| Author | : Customer Service Training Institute |
| Publisher | : |
| Total Pages | : 102 |
| Release | : 2013-07-13 |
| Genre | : |
| ISBN | : 9781490975641 |
Customer Service Basics provides the reader with the background and information required to understand exactly what is customer service, what is good customer service, and how we can deliver exceptional customer service.Learn how customer relations, internal customers, customer service policy, and customer service education all fit together within the customer service experience.Learn the importance of customer service strategy as well as customer service communication and the roles they play in forming the level of service your organization will provide.Individuals and companies alike will learn what makes up quality customer service as well as exactly what is customer services and how it will affect your customers.
| Author | : Steve Curtin |
| Publisher | : AMACOM |
| Total Pages | : 200 |
| Release | : 2013-07-19 |
| Genre | : Business & Economics |
| ISBN | : 0814432824 |
Discover the hidden ways to raise your organizations’ customer service experiences from ordinary to extraordinary. If you want to know how strong your company’s customer service is, ask your employees to describe what their work entails. Then pay attention to whether they simply list their duties and tasks or if they speak to the true essence of their job--to create delighted customers who will be less price sensitive, have higher repurchase rates, and enthusiastically recommend the company or brand to others. The latter should be every employee’s highest priority, because when it’s not, your customers are merely the recipients of a transaction, not an experience, and transactions do not make for a lasting impression or inspire loyalty. In Delight Your Customers, customer service expert Steve Curtin makes a compelling case that customer service managers need to shift from monitoring service activities to modeling, recognizing, and reinforcing the behaviors that create happy and returning customers. Things such as: Expressing genuine interest Offering sincere compliments Sharing unique knowledge Conveying authentic enthusiasm Providing pleasant surprises Delivering service heroics when needed Simply based on their own personal experiences, everyone knows that great customer service is rare. So why wouldn’t you want to provide a unique, caring, and beneficial experience for all your customers to rave about with others? With the real-world stories, examples, and strategies shared in Delight Your Customers, you can take the customer service experience you offer from ordinary to extraordinary.
| 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
| Author | : Ethan Cerami |
| Publisher | : "O'Reilly Media, Inc." |
| Total Pages | : 306 |
| Release | : 2002-02-14 |
| Genre | : Computers |
| ISBN | : 1449337171 |
As a developer new to Web Services, how do you make sense of this emerging framework so you can start writing your own services today? This concise book gives programmers both a concrete introduction and a handy reference to XML web services, first by explaining the foundations of this new breed of distributed services, and then by demonstrating quick ways to create services with open-source Java tools.Web Services make it possible for diverse applications to discover each other and exchange data seamlessly via the Internet. For instance, programs written in Java and running on Solaris can find and call code written in C# that run on Windows XP, or programs written in Perl that run on Linux, without any concern about the details of how that service is implemented. A common set of Web Services is at the core of Microsoft's new .NET strategy, Sun Microsystems's Sun One Platform, and the W3C's XML Protocol Activity Group.In this book, author Ethan Cerami explores four key emerging technologies: XML Remote Procedure Calls (XML-RPC) SOAP - The foundation for most commercial Web Services development Universal Discovery, Description and Integration (UDDI) Web Services Description Language (WSDL) For each of these topics, Web Services Essentials provides a quick overview, Java tutorials with sample code, samples of the XML documents underlying the service, and explanations of freely-available Java APIs. Cerami also includes a guide to the current state of Web Services, pointers to open-source tools and a comprehensive glossary of terms.If you want to break through the Web Services hype and find useful information on these evolving technologies, look no further than Web Services Essentials.
