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2) 7 tenets of Taxi Terry: how every employee can create and deliver the ultimate customer experience
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No matter who you are, what you do, where you work, or how much money you make, you can learn a lot from a cab driver--especially when it is Taxi Terry, a successful self-starting entrepreneur who combines passion with effort and skill to create distinction in his job and in his life. Scott McKain was so impressed by Terry's joyful approach to customer service, he incorporated the driver's inspiring personal philosophy and uplifting advice into his...
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THE RIGHT PHRASE FOR EVERY SITUATION . . . EVERY TIME You've heard it a million times: "The customer is always right." But let's face it--sometimes the customer is misinformed, confused, or downright difficult. The ability to handle such customers is what separates the serious professional from the average employee. Perfect Phrases for Customer Service , second edition, provides the language you need for everyday customer service situations--and includes...
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The moment of truth-that instant when consumers experience and judge service quality-is often a deciding factor in business success. Designing Service Excellence: People and Technology provides practical information on the design, management, and organization of many different types of service industries, such as hotels, restaurants, banks and financial institutions, retail, and the public sector. The authors investigate the consumers' experience...
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Does your organization provide customer satisfaction or does it inspire customer loyalty? Which is more important? See how lessons learned from the service sector were applied to manufacturing and other diverse settings, including the nonprofit sector and even on one's own home front. Exploring the Kano Model, The Customer-Driven Organization: Employing the Kano Model explains why just meeting customer needs is no longer enough for today's organizations....
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Welcome to Audio Learning from Assemble You. According to the Centers for Disease Control and Prevention in the United States, around a quarter of all employees view their job as the top stressor in their life. But it's not all doom and gloom! The good news is that decades of research have shown us that resilience is built by attitudes and behaviours that can be adopted and cultivated by anyone. So, what are the key factors that lead to resilience?...
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The first edition of A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of feedback? in fact, they?re your best bargain in market research. Customer complaints can give businesses a wake-up call when they?re not achieving their fundamental purpose: meeting customer needs. Complaints provide a feedback mechanism that can help organizations...
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Revamped with new examples, stories, and research, and featuring cartoons by John Bush, the book gives readers practical, proven ways to: find and retain service-oriented people; get to know customers intimately; build a service vision; train and coach; create and maintain a service management process that aligns people, systems, and customers; involve and empower employees; recognize and reward good performance.
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"This book describes how the digital transformation of Customer Service at both an operational and cultural level is happening at some companies right now--and why customers love it. Digital customer service is turning out to be easier, more cost-effective, and more personally rewarding than most would have expected--even within legacy companies that were founded 50 or 100 years ago. Digital Customer Service explains how every service interaction...
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"The only book you need to raise customer service to a world-class level--from bestselling author and leadership guru Ken Blanchard Written as an entertaining customer-service "parable," I Care--Do You? offers an easy-to-implement model based on the importance of caring for both internal and external customers. Ideal for both managers seeking to raise the level of their employees, as well as self-driven customer service professionals, this powerful...
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"The essential roadmap for the new realities of selling when buyers are in charge Sales and service are being radically redefined by the biggest communications revolution in human history. Today buyers are in charge! There is no more 'selling'--there is only buying. When potential customers have near perfect information on the web, it means salespeople must transform from authority to consultant, product narratives must tell a story, and businesses...
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Welcome to Audio Learning from Assemble You. The bulk of customer service training concerns what we say to customers, emphasising the rehearsal of scripts, sales pitches and language best practices to maximise the chance of a positive customer experience. But this is only half the story, as body language and non-verbal communication play a crucial role in customer service as well. It's often not what you say but how it's said that has the most impact...
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Welcome to Audio Learning from Assemble You. In this track, we are going to talk about face-to-face customer service, what it means and entails and why it is important. Some institutions and companies are only just opening up again to face-to-face interactions with customers and clients after a long period of remote working. It is essential that we are aware and reminded of key components of this type of customer-facing transaction to ensure a positive...
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Welcome to Audio Learning from Assemble You. It's a tough but rewarding challenge to minimise self-doubt and negativity, especially in the world of customer service, where confidence, optimism and assertiveness are some of the most important traits an employee can have. Feelings of doubt and insecurity can arise in customer service roles for a variety of reasons. You might feel unprepared or unqualified to handle a particular customer issue. Maybe...
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With developments like smart phones, social media, mobile connectivity, big data, and speech analytics, businesses have more opportunities to enhance the customer experience than ever before. Not only that ... customers expect more. Unfortunately, many companies fail to take advantage of and properly manage the tools that now exist, delivering a series of frustrating, disjointed transactions that drive people away. With its innovative customer-experience...
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Engage in sales-the modern way Sales Engagement is how you engage and interact with your potential buyer to create connection, grab attention, and generate enough interest to create a buying opportunity. Sales Engagement details the modern way to build the top of the funnel and generate qualified leads for B2B companies. This book explores why a Sales Engagement strategy is so important, and walks you through the modern sales process to ensure you're...
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Explore strategies, methods, critical skills that top CSMs exhibit in delivering well-designed, proactive customer success services, fostering lasting customer relationships and sowing the seeds for advocacy Key Features Master the art of driving measurable customer value, a cornerstone of business success Explore techniques to ensure your work is relevant, stimulating, and aligns with the evolving needs of your customers and business Ratchet up your...
18) Reaching the goal: how managers improve a services business using Goldratt's theory of constraints
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"There is no doubt that this is a truly original and groundbreaking work in applying the Theory of Constraints. I run a services company and learned some things about the services business. Anyone involved in large services companies needs to look at what John is proposing. I will definitely quote this material frequently." Chad Smith, Managing Partner, Constraints Management Group "The information presented in this book is badly needed by service...
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"Customer service done right is one of today's most powerful competitive advantages. In Can Your Customer Service Do This?, customer service turnaround wizard and renowned customer service training expert Micah Solomon shares everything he knows, and everything you need to know, about how to create a truly Five-Star customer service experience and use it to build sustainable bottom-line success. In this book, you'll find the proven hands-on methods...
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