Catalog Search Results
Author
Language
English
Formats
Description
You may have your industry's most prolific product or service in the marketplace, but your customers' loyalty and checkbooks will only go as far as your customer service will allow. In the end, customers will not recognize the minor advantages of your superior product, but poor customer service will stand out like the Vegas strip on a moonless night. So the most vital question any manager or business owner can ask themselves today is, how well are...
4) The aisles have eyes: how retailers track your shopping, strip your privacy, and define your power
Author
Pub. Date
[2017]
Language
English
Description
The author of Media Today offers “a trenchant, timely, and troubling account of [retailers’] data-mining, in-store tracking, and predictive analytics” (The Philadelphia Inquirer).
By one expert’s prediction, within twenty years half of Americans will have body implants that tell retailers how they feel about specific products as they browse their local stores. The notion may be...
By one expert’s prediction, within twenty years half of Americans will have body implants that tell retailers how they feel about specific products as they browse their local stores. The notion may be...
Author
Pub. Date
[2023]
Edition
First edition.
Language
English
Description
"Based on the bestselling A Complaint Is a Gift (over 275,000 copies sold), this accompanying workbook offers actionable tools that help individuals and organizations transform even the most extreme complaints into gifts that drive their business forward. 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-not to mention your...
Author
Pub. Date
[2012]
Language
English
Description
Let's face it, dealing with customers isn't easy. They aren't always right-or even pleasant-but knowing the right words to use can make all the difference. Powerful Phrases for Effective Customer Service shares over 700 phrases and scripts that have been proven time and again to defuse even the most difficult interactions. Covering 30 challenging customer behaviors and 20 tough employee-caused situations, this indispensible reference makes it easy...
Author
Pub. Date
[2015]
Language
English
Description
Entire service businesses have been built around the ideas of Heskett, Sasser, and Schlesinger, pioneers in the world of service. Now they test their ideas against the actual experiences of successful and unsuccessful practitioners, as well as against demands of the future, in a book service leaders around the world will use as a guide for years to come. The authors cover every aspect of optimal service leadership: the best hiring, training, and workplace...
Author
Language
English
Formats
Description
If their interactions with you and your employees were the only things your customers knew about your business, what would they say about it? Would they use descriptions such as "uninformed," "rude," "hot-tempered," "uncaring"? For your customer, nothing else represents your business more than your employees; therefore, for you nothing should be more important than arming these essential employees with the knowledge and skills they need to find the...
Author
Pub. Date
[2019]
Language
English
Description
"Jim Collins, author of Good to Great, co-author of Built to Last: "Horst Schulze created a culture of service that should be a model for all of us. By committing to the highest standards of professionalism - and creating the right systems to achieve them - he inspired thousands to embrace the core ideal of sheer unadulterated excellence. Schulze now shares his story, and his methods, so that the rest of us can be uplifted and taught by the master...
Author
Pub. Date
[2019]
Language
English
Description
Customer care and measurement consultant John Goodman shows companies how to leverage the incredible power of customer service to become profitable word-of-mouth machines that experience long-term loyalty and success. Drawing on over thirty years of research for companies such as 3M, American Express, Chick-fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota, his strategic book challenges conventional business wisdom and teaches...
Author
Language
English
Formats
Description
"A wickedly witty field guide to bookstore customers from the Person Who Doesn't Know What They Want (But Thinks It Might Have a Blue Cover) to the harried Parents Secretly After Free Childcare. It does take all kinds. If you visit bookshops more often than the grocery store, you'll recognize the types. There's the Expert (with subspecies from the Bore to the Helpful Person), the Young Family (ranging from the Exhausted to the Aspirational), Occultists...
Author
Pub. Date
2011.
Language
English
Description
In an era of economic stress, rapid change, and social networking, customers are distracted, disgruntled, and harder to please than ever. Picky, Fickle, Vocal, Wired, and Vain - they have very little tolerance for error and are ready to spread the word quickly over the internet when things go wrong. If a companyÆs customer service doesnÆt adapt to these new conditions, they will get burned by bloggers and viral videos that can severely damage their...
Author
Pub. Date
[2013]
Language
English
Description
By providing clear techniques, behavioral science insights, case studies, situation-specific advice, and actionable practice exercises, workplace communication expert Richard Gallagher has created a resource that can help anyone master the delicate art of communication. The Customer Service Survival Kit recognizes that the worst customer situations demand more of front-line employees than good intentions and the right attitude. The book includes tangible...
Author
Pub. Date
[2019]
Language
English
Description
Harness the power of communities, both inside and outside of your organization, to drive value and revenue, activate your employees' and customers' talents, and create a highly engaged, loyal customer base. What if you discovered a blueprint that could grow your brand's reputation and loyalty, dramatically reduce customer service issues, produce content and technology, and cement a powerful, lasting relationship between you and your customers? Communities...
Author
Pub. Date
[2022]
Language
English
Description
"21 key habits service leaders can adopt to improve effectiveness and strengthen the relationships with the people they serve. Service leaders know how to deliver great results, but they are often so focused on systems and speed that they've forgotten service still is, and always will be, about building long-lasting relationships -- with their teams and their customers.Based on practices that have been used to improve thousands of people's relationships...
Author
Pub. Date
[2004]
Edition
Second edition.
Language
English
Description
In today's tough economy, cutting prices and providing good service aren't enough. To be truly successful, innovative businesspeople must learn the art of Positively Outrageous Service (POS)—doing the unexpected unexpectedly and giving the customer more than he or she could hope for. POS put customer service guru T. Scott Gross on the map in the early 1990s. In this revised third edition, he contemporizes his work by examining what's wrong in...
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