Catalog Search Results
Author
Publisher
John Wiley & Sons, Inc
Pub. Date
[2021]
Physical Desc
1 online resource (xxiv, 224 pages) : illustrations
Language
English
Description
"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...
2) 7 tenets of Taxi Terry: how every employee can create and deliver the ultimate customer experience
Author
Language
English
Formats
Description
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...
Author
Language
English
Description
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.
Author
Publisher
CRC Press
Pub. Date
2015.
Physical Desc
1 online resource (168 pages) : illustrations
Language
English
Description
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...
Publisher
Assemble You
Pub. Date
2023.
Edition
[First edition].
Physical Desc
1 online resource (1 audio file (11 min.))
Language
English
Description
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...
Publisher
Assemble You
Pub. Date
2023.
Edition
[First edition].
Physical Desc
1 online resource (1 audio file (10 min.))
Language
English
Description
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...
Publisher
Assemble You
Pub. Date
2023.
Edition
[First edition].
Physical Desc
1 online resource (1 audio file (09 min.))
Language
English
Description
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...
Author
Publisher
John Wiley & Sons, Incorporated
Pub. Date
March 2020
Physical Desc
1 online resource (240 p.)
Language
English
Description
Written for entrepreneurs, corporate teams, startups and leaders across all levels, this authoritative book provides hands-on experience, tools and methods for developing a winning customer-centric approach to innovation. --
Author
Publisher
Bibliomotion, Inc
Pub. Date
©2013
Physical Desc
1 online resource
Language
English
Description
Most companies still operate like they control their customers. But, in today's market, it's really the other way around. Customer CEO confronts the new market reality that customers choose who to do business with completely on their own terms. This effectively inverts the power, control, and direction of decision-making; to survive in this new landscape, organizations must quickly adapt. Author Chuck Wall explores the nine powers customers possess-including...
Author
Publisher
Pearson Education
Pub. Date
2016.
Physical Desc
1 online resource (1 volume) : illustrations
Language
English
Description
Customer Experience (CE) is becoming seen as a key component of business strategy, yet knowing the practical steps of what to do can be tricky. The Customer Experience Book helps you understand where you are now, what to do, and how to improve for your business. From Customer Journey Mapping to using Big Data, this is the ultimate Customer Experience manual for businesses, whatever the size of your company. Split into two parts, you'll discover: •...
Author
Publisher
Pearson
Pub. Date
2016.
Physical Desc
1 online resource
Language
English
Description
Looking to improve your customer experience? These 68 strategies will show you how to stand out from your competitors, whatever your business. Full of practical tips, inspiring insights and interviews with a wide range of leaders and entrepreneurs, How to Wow reveals all you need to deliver a world-class customer experience. Covering both the customer and business side of the equation, you'll learn how to attract new customers, design a leading customer...
Publisher
Assemble You
Pub. Date
2023.
Edition
[First edition].
Physical Desc
1 online resource (1 sound file (9 min.))
Language
English
Description
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?...
Author
Publisher
Productivity Press, an imprint of Taylor and Francis
Pub. Date
2014.
Edition
First edition.
Physical Desc
1 online resource (116 pages) : 60 illustrations
Language
English
Description
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....
17) Reaching the goal: how managers improve a services business using Goldratt's theory of constraints
Author
Publisher
IBM Press
Pub. Date
2007
Physical Desc
1 online resource
Language
English
Description
"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...
Author
Series
Publisher
John Wiley & Sons
Pub. Date
2015.
Physical Desc
1 online resource (1 volume) : illustrations.
Language
English
Description
Do you want to interact with customers through any channel and provide an individualized experience that's worth sharing? This book shows you everything needed to set up a sophisticated support center for your business in a matter of a few hours using Salesforce Service Cloud. You will find out how Salesforce and Service Cloud can solve your business challenges, use the system effectively, and make it your own; see the entire lifecycle of case management...
Publisher
Assemble You
Pub. Date
2023.
Edition
[First edition].
Physical Desc
1 online resource (1 audio file (9 min.))
Language
English
Description
Welcome to Audio Learning from Assemble You. There is no business without customers. Customers are the people who will increase your revenue, increase your profits and spread your reputation, but when customers are being difficult they can hinder all three of these things. With customers, we can't always say what we feel. We are here to help them, support them and resolve their issue, but it can often be hard to keep our cool and avoid getting angry...
Author
Publisher
FT Prentice Hall
Pub. Date
2009, ©2008
Physical Desc
1 online resource (xiv, 162 pages) : illustrations
Language
English
Description
Quality service is crucial in today's business world and Living Service shows you how to deliver your service efficiently and at a competitive price, by adapting and evolving to your customer needs. Living Service provides an insight into the success of Fujitsu, where this new approach is already delivering extraordinary benefits, including: 30% faster deployment of services; 30% greater reliability in service provision; 15% saving on costs. It provides...
Interlibrary loan through ILLiad
Didn't find what you need? Items not owned by Knox County Public Library can be requested from other libraries to be delivered to your pickup location.
Suggest a purchase
If it is too new for interlibrary loan (6 months), you can place a suggestion with us. Suggest a Purchase