Business : Customer Service

Between the challenges of escalating competition, well-informed clients, and dismal customer service, today's marketplace is becoming more and more crowded. The result is that your clients have more influence and choices than ever before. If you or your organization do not consistently satisfy and surpass their expectations, your clients will take their buying power elsewhere. It's that simple. But by establishing service excellence as your top strategic and cultural priority, you will foster the strong relationships needed to win--and retain--loyal clients. In this breakthrough book, customer service expert Bob Livingston gives you practical tools for transforming your approach to serving clients by strengthening “how you do what you do.” Whether you're a business leader, a client service executive, a sales manager, or an individual, you can differentiate yourself from competition by adopting Livingston's simple yet proven roadmap for achieving Service Excellence. In How You Do . . . What You Do , Livingston imparts a clear, step-by-step blueprint for transforming your culture, attitudes, and behaviors by illustrating how to: Develop and live your Purpose and Values; Understand your clients' soft needs, and create plans to satisfy them; Seek continuous improvement by stimulating creativity and innovation; Keep your service-oriented culture growing; Create a passion for Service Excellence. Livingston draws upon a lifetime of experience in which he has achieved measurable success helping many companies shape their service cultures--most notably CROSSMARK, an international consumer products sales and marketing agency, whose remarkable transformation stands out as one of the strongest proof statements for this methodology. Throughout, Livingston benchmarks other great companies renowned for their service excellence, including Accenture, Henry & Horne, ECRM, The Nielsen Company, TBWA\Worldwide, Four Seasons, and many others. Properly exec more...

Price: $27.95

Crowning the customer as “king” is not a new concept, but expecting every employee to serve the customer – or serve somebody internally who is serving the customer – is a significantly different twist. This Customer Service Rapid Skill Builder booklet works from the perspective that the whole organisation should be aligned to the needs of the customer. more...

Price: $9.50

The use of Service Level Agreements (SLAs) will soon become the prevailing business model for delivering a large number of products and services. SLAs offer service providers the ability to distinguish themselves from the competition in today’s volatile market while providing a measure of security for their clients. Following an innovative approach, this book will clearly show you how to implement SLAs as part of an operation support solution (OSS). more...

Price: $60.00

Practical strategies for better customer service based on the principles of servant-leadership Individuals in the workforce and the clients they serve are the fundamental building blocks of every company in America. Executives talk about customer service; but their employees are the ones who make it happen (or not). more...

Price: $24.95

This book presents a new and practical segmentation approach to be used in global customer management in the form of a scale by which to measure the level of corporate globalization. more...

Price: $99.55