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Customer service in Business & Economics Books

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The Nordstrom Way To Customer Service Excellence by Robert Spector (Paperback - John Wiley & Sons In
 

The Nordstrom Way To Customer Service Excellence ...

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The Nordstrom Way To Customer Service Excellence by Robert Spector (Paperback - John Wiley & Sons In
First published in 1995, The Nordstrom Way is a classic guide to great customer service. This new book replaces The Nordstrom Way with an even more practical guide to becoming the "Nordstrom" of your industry. Designed for customer service managers and trainers, as well as business owners, it's an invaluable resource for designing your own programs and initiatives. The authors not only explain the principles of the world's best customer service company, they also show you how to implement them in your own organization. The Nordstrom Way to Customer Service Excellence will help your business make customers its number one concern, and help make your business number one in your industry.

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$13
Employee Management And Customer Service in the Retail Industry by Chris Thomas (Paperback - John Wi
 

Employee Management And Customer Service in the ...

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$8
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Employee Management And Customer Service in the Retail Industry by Chris Thomas (Paperback - John Wi
Employee Management and Customer Service in the Retail Industry, by Gary Heil and Chris Thomas, attempts to combine the psychology of dealing with employees and customers with the practical realities of managing a retail business. Organized into ten chapters, this book loosely follows a retail manager's natural progression from interviewing prospective employees, to hiring the right ones, paying them fairly, and keeping them happy on the job.

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$8
Customer Service by Robert W. Lucas (Paperback - Irwin Professional Pub)
 

Customer Service by Robert W. Lucas (Paperback - ...

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$22
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Customer Service by Robert W. Lucas (Paperback - Irwin Professional Pub)

In today's "customercentric" world, superior service is fast becoming a vital competitive advantage. Customer Service provides hands-on, comprehensive coverage for improving all aspects of customer service, especially handling problems and stress. This new edition features interviews with working customer service professionals, boxes that highlight leadership qualities of successful customer service managers, an increased focus on diversity issues, and more.

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$22
Customer Service by Career Solutions Training Group (Paperback - South-Western Pub)
 

Customer Service by Career Solutions Training ...

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$17
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Customer Service by Career Solutions Training Group (Paperback - South-Western Pub)
This book enhances the reader's opportunity for career success by targeting fundamental skills.Customer Service will provide foundations for effectively working with others. Covering areas such as forming good relationships, soothing unhappy customers and using the telephone as a customer service tool, this is the perfect reference for the experienced professional, those re-entering the workforce and those beginning their careers.

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$17
Perfect Phrases For Customer Service by ROBERT BASCAL (Paperback - McGraw-Hill)
 

Perfect Phrases For Customer Service by ROBERT ...

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Perfect Phrases For Customer Service by ROBERT BASCAL (Paperback - McGraw-Hill)

Tools for pleasing even the most demanding customers

A satisfied customer is a loyal customer, and in today's supercompetitive business economy few things are as crucial to a company's bottom line as the quality of its customer service. This latest title in the popular Perfect Phrases series is just the thing for customer service employees and those who train and manage them. Perfect Phrases for Customer Service gets you quickly up and running with everything you need to keep customers happy and loyal, including:

  • Clear explanations of the reasons for difficult customer behaviors
  • Proven tools and techniques for successfully handling even the most cantankerous customers
  • 101 dialogues and scripts organized according to types of difficult behaviors, usable as is or as part of a training program, and easily tailored to any industry and company culture

    For more information, visit www.customerservicezone.com

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$6
The Big Book of Customer Service Training Games by Peggy Carlaw (Paperback - McGraw-Hill)
 

The Big Book of Customer Service Training Games ...

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$15
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The Big Book of Customer Service Training Games by Peggy Carlaw (Paperback - McGraw-Hill)
Help your employees to excel in dealing with the public with this stimulating, fun-filled collection of customer service training games. Designed not only to teach important skills but also to spark enthusiasm and a high level of involvement in the participants, these games utilize entertaining and instructive techniques such as role-playing, charades, brainstorming, and debate. As a result of these exercises, employees will learn how to create a rapport with the customer, how to focus on the unique needs of individual customers, how to maintain a positive attitude, and more.

starting at

$15
Customer Service Delivery by Lawrence Fogli (Hardcover - Pfeiffer & Co)
 

Customer Service Delivery by Lawrence Fogli ...

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$32
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Customer Service Delivery by Lawrence Fogli (Hardcover - Pfeiffer & Co)
Customer Service Delivery taps into business, marketing, and psychological research and practices to provide a wealth of knowledge about customer service. With contributions from some of the best-known industrial and organizational psychology experts in customer service, this book brings together in one comprehensive resource a review of the best practices in customer service delivery. Customer Service Delivery also provides a framework for customer service as a process and an outcome. The authors address a wide range of topics that are crucial to today's competitive business environment: customer expectations, loyalty satisfaction, product versus service delivery, measurement, brand equity, regional and cultural differences, and organizational impact. Customer Service Delivery explores human resource staffing practices and service delivery by including proven selection strategies for hiring top quality service workers, an analysis of the personality correlates of service performance, and a comprehensive review of assessment instruments that predict customer service performance. In addition, this important resource contains strategies and tactics to improve and manage service delivery and offers illustrative case examples of how organizations have successfully improved and managed customer service.

starting at

$32
Raving Fans by Ken Blanchard (Hardcover - William Morrow & Co)
 

Raving Fans by Ken Blanchard (Hardcover - William ...

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$3
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Raving Fans by Ken Blanchard (Hardcover - William Morrow & Co)
"Your customers are only satisfied because their expectations are so low and because no one else is doing better. Just having satisfied customers isn't good enough anymore. If you really want a booming business, you have to create Raving Fans". This, in a nutshell, is the advice given to a new Area Manager on his first day - in an extraordinary new business book that will help everyone, in every kind of organization or business, deliver stunning customer service and achieve miraculous bottom-line results. Raving Fans is written in the parable style of The One Minute Manager and uses a brilliantly simple and charming story to teach how to define a vision, learn what a customer really wants, institute effective systems, and make Raving Fan Service a constant feature - not just another program of the month. America is in the midst of a service crisis that has left a wake of disillusioned customers from coast to coast. Raving Fans includes startling new tips and innovative techniques that can help anyone create a revolution in any workplace - and turn their customers into raving, spending fans.

starting at

$3
Be Our Guest by Disney Institute (Paperback - Reprint)
 

Be Our Guest by Disney Institute (Paperback - ...

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$6
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Be Our Guest by Disney Institute (Paperback - Reprint)
Reveals the behind-the-scenes strategies, principles, and processes of the Disney approach to exceptional customer service, which emphasizes the best ways to provide quality service to one's customers.

starting at

$6
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