Building A Successful Customer Service Culture PDF Download
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Author | : |
Publisher | : Gower Publishing Company, Limited |
Total Pages | : 160 |
Release | : 1999-01-01 |
Genre | : Business planning |
ISBN | : 9780566081392 |
Download Building a Service Culture Book in PDF, ePub and Kindle
This text introduces a customer service programme that has been applied, refined and customized in many top businesses. It explains in practical terms how you can build a service culture into your business.
Author | : Bob Hobbi |
Publisher | : IAP |
Total Pages | : 164 |
Release | : 2008-08-01 |
Genre | : Business & Economics |
ISBN | : 1607528274 |
Download Building a Customer Service Culture Book in PDF, ePub and Kindle
The tenets of excellent customer service are central to any organization that creates or delivers products or services In fact, excellent customer service is a bigger differentiator today than it was twenty years ago. Customers are hungry for good service; they are hungry to establish long-term relationships with those who provide not only a one-time solution but serve as a long-term resource. There is a problem, however. Organizations and the people who work within them have difficulty implementing the principles of customer service. The vast majority of books and training materials on customer service teach the concepts, but do not provide the tools to implement them. In The Seven ServiceElements of Customer Success, we take you on an enjoyable journey where you will learn about the foundational principles of customer service and acquire the tools to implement those principles. These application tools will help make you more successful in your job and simultaneously contribute to an enhanced service culture in your organization. In the pages that follow, we blend classic knowledge with new information to create valuable insights about how to make customer service a sustainable competitive advantage in your job and for your organization.
Author | : Maxine Melling |
Publisher | : Facet Publishing |
Total Pages | : 225 |
Release | : 2002 |
Genre | : Language Arts & Disciplines |
ISBN | : 1856044491 |
Download Building a Successful Customer-service Culture Book in PDF, ePub and Kindle
As libraries move into the 21st century, quality management has become a key focus of the effort to create a service culture that meets - and indeed exceeds - customer requirements. The language of customer service has become common in the library and information sector, as have many of the techniques associated with the provision of customer-focused services. However, there is a danger that customer service may be seen as a 'bolt on' to existing core provision in the form of feedback mechanisms, information leaflets and customer-training sessions. One of the challenges facing managers is to go beyond the acknowledgement of the importance of a customer focus, and to develop an understanding of how this focus can be embedded in the culture of their services via strategic and operational management. This new management guide addresses this challenge. Contributed by LIS professionals with extensive experience in the management of public and academic services, each chapter presents a good practice guide to an element of strategic or operational management with the customer placed at centre stage: the users' perspective; planning and policy making; leadership and management; human resource planning; marketing as a tool for LIS managers; assuring quality; planning buildings for customers and services; developing a service culture through partnerships; virtual service. Readership: This book is essential reading for managers of library and information services from senior to team managers, and also for all those involved in devising strategy and policy for staff and service development. It is relevant to libraries and information services in any area of the world.
Author | : Ron Kaufman |
Publisher | : |
Total Pages | : 0 |
Release | : 2012 |
Genre | : Business & Economics |
ISBN | : 9780984762507 |
Download Uplifting Service Book in PDF, ePub and Kindle
Kaufman takes you on a journey into the new world of service. Learn how the world's leading companies have changed the game, and how you can successfully follow this path to an uplifting service transformation.
Author | : Micah Solomon |
Publisher | : HarperCollins Leadership |
Total Pages | : 241 |
Release | : 2020-01-14 |
Genre | : Business & Economics |
ISBN | : 1400214939 |
Download Ignore Your Customers (and They'll Go Away) Book in PDF, ePub and Kindle
The ultimate guide to transforming your customer service, company culture, and customer experience, endorsed by all the top names in the field. Great customer service may be today's most essential competitive advantage. This book gives a step-by-step plan to craft a customer service culture and customer experience so powerful that they'll transform your organization and boost your company's bottom line. You'll enjoy inspirational and hilarious tales from the trenches as author Micah Solomon, one of the world's best-known customer service consultants and thought leaders, brings you with him on hands-on adventures assessing and transforming customer service in a variety of industries. In Ignore Your Customers (and They'll Go Away), you will find: Exclusive customer service secrets and proven turnaround methodologies showing you how to perform effective and lasting customer service transformation within your company. A dive into one of the hottest topics in business today: company culture, specifically how to build and sustain a customer-centric company culture. Case studies and anecdotes from the great customer-centric companies of our time. Each chapter concludes with a Business Reading Group Guide and a point-by-point summary to maximize your memory retention and make every insight actionable. Drawing on a wealth of stories assembled from today's most innovative and successful companies including Amazon, USAA, The Ritz-Carlton Hotel Company, Nordstrom, MOD Pizza, and more, Solomon reveals what it takes to turn an average customer interaction into one that drives customer engagement and lifelong loyalty.
Author | : Michael D. Basch |
Publisher | : FT Press |
Total Pages | : 638 |
Release | : 2002 |
Genre | : Consumer satisfaction |
ISBN | : 0130353310 |
Download Customer Culture Book in PDF, ePub and Kindle
The executive who pioneered FedEx's legendary customer culture shows exactly how to go beyond talk and make it happen for real. Basch identifies the key cultural obstacles and leadership failures that dilute customer focus, and demonstrates how to build systems and structures that help good people deliver great customer service.
Author | : Mario Martinez |
Publisher | : Information Age Pub Incorporated |
Total Pages | : 105 |
Release | : 2008 |
Genre | : Business & Economics |
ISBN | : 9781593119355 |
Download Building a Customer Service Culture Book in PDF, ePub and Kindle
The tenets of excellent customer service are central to any organization that creates or delivers products or services In fact, excellent customer service is a bigger differentiator today than it was twenty years ago. Customers are hungry for good service; they are hungry to establish long-term relationships with those who provide not only a one-time solution but serve as a long-term resource. There is a problem, however. Organizations and the people who work within them have difficulty implementing the principles of customer service. The vast majority of books and training materials on customer service teach the concepts, but do not provide the tools to implement them. In Building a Customer Service Culture, we take you on an enjoyable journey where you will learn about the foundational principles of customer service and acquire the tools to implement those principles. These application tools will help make you more successful in your job and simultaneously contribute to an enhanced service culture in your organization. In the pages that follow, we blend classic knowledge with new information to create valuable insights about how to make customer service a sustainable competitive advantage in your job and for your organization.
Author | : John A. GOODMAN |
Publisher | : AMACOM Div American Mgmt Assn |
Total Pages | : 274 |
Release | : 2009-05-13 |
Genre | : Business & Economics |
ISBN | : 081441334X |
Download Strategic Customer Service Book in PDF, ePub and Kindle
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 | : Shep Hyken |
Publisher | : Shepard Presentations, LLC |
Total Pages | : 80 |
Release | : 1993 |
Genre | : Business & Economics |
ISBN | : 0963782002 |
Download Moments of Magic Book in PDF, ePub and Kindle
Author | : Shep Hyken |
Publisher | : Greenleaf Book Group |
Total Pages | : 249 |
Release | : 2013-09-03 |
Genre | : Business & Economics |
ISBN | : 1626340102 |
Download Amaze Every Customer Every Time Book in PDF, ePub and Kindle
You must deliver an amazing customer experience. Why? It is the competitive edge of new-era business—in any market and any economy. Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All transformations require a role model, and Shep has found the perfect role model to inspire your team: Ace Hardware. Ace was named as one of the top ten customer service brands in America by Businessweek and ranked highest in its industry for customer satisfaction. Through revealing stories from Ace’s over-the-top work with customers, Shep explores the five tactical areas of customer amazement: leadership, culture, one-on-one, competitive edge, and community. Delivering amazing service requires everyone in your organization to step up and be a leader. It doesn’t take a title. It takes the right set of tools and principles. To help you empower employees at all levels, Shep brings the content to a deeply practical level. His 52 Amazement Tools—like “Ask the extra question” and “Focus on the customer, not the money”—are simple, clear, useful for almost anybody, and supported with compelling research and stories. Between these covers, you will find the tools and tactics you need to transform your company into a seriously customer-focused operation that will amaze every customer every time.