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The Customer Service Survival Kit

What to Say to Defuse Even the Worst Customer Situations

The worst customer situations demand more of front-line employees than good intentions and the right attitude. These kinds of issues can send seasoned service professionals into red alert, and require the communication skills of a crisis counselor. The Customer Service Survival Kit explains how to use the right words to turn volatile scenarios into calm and productive customer encounters. Anyone can learn this delicate art with the book's blend of clear techniques, lessons from behavioral science, case studies, situation-specific advice, and practice exercises. Readers will discover: * The power of leaning into criticism * Trigger phrases that can make bad situations worse * The secret to helping people feel deeply heard in a crisis * How to use the divide-and-conquer approach to safely deliver bad news * Indispensable problem-solving tools * How to become immune to intimidation * How to wrap up transactions so that customers are happy * And more! Best yet, learning to handle worst-case scenarios has the spillover effect of boosting the skills and confidence needed to deal effectively with ANY customer--the key to radical improvements in every organization.

ADVANCE PRAISE FOR THE CUSTOMER SERVICE SURVIVAL KIT "This brilliant book is a page-turner. Richard Gallagher gives captivating explanations of more than just what to say to upset customers: he tells you why to say it, when, and how.

Great Customer Connections

Simple Psychological Techniques that Guarantee Exceptional Service

"To provide the ultimate in customer service, every member of the service team needs to turn customer interactions into "peak experiences." Filled with effective techniques that borrow from principles of psychology, Great Customer Connections presents a unique step-by-step program that lets you: connect with customer's individual personalities; use the "secret phrases" that make customers feel great; tell them anything without upsetting them; stop having to say "no" - permanently; and defuse any crisis and take command of each interaction - even with your most difficult and unclear customers."--BOOK JACKET.

" Filled with effective techniques that borrow from principles of psychology, Great Customer Connections presents a unique step-by-step program that lets you: connect with customer's individual personalities; use the "secret phrases" that ...

Customer Service Training 101

If you think that knowledgeable, confident, motivated, and positive service representatives will help your organization and its customers---today and well into the future---this book is for you! --Book Jacket.

If you think that knowledgeable, confident, motivated, and positive service representatives will help your organization and its customers---today and well into the future---this book is for you! --Book Jacket.

Powerful Phrases for Effective Customer Service

Over 700 Ready-to-Use Phrases and Scripts That Really Get Results

Presents seven hundred phrases intended to convey courtesy, warmth, and assurance that can be used in fifty different scenarios of dealing with challenging customers and fixing employee-caused problems.

Filled with helpful Do This! scenarios that reinforce the correct methods for dealing with difficult situations--as well as Why This Works sections that help you understand the motivation underlying the most effective verbal and behavioral ...

High-Tech, High-Touch Customer Service

Inspire Timeless Loyalty in the Demanding New World of Social Commerce

Today's customers are a hard bunch to crack. Time-strapped, screen-addicted, value-savvy, and socially engaged, their expectations are tougher than ever for a business to keep up with. They are empowered like never before and expect businesses to respect that sense of empowermentùlashing out at those that don't. Take heart: Old-fashioned customer service, fully retooled for today's blistering pace and digitally connected reality, is what you need to build the kind loyal customer base that allows you to surviveùand thrive. And High-Tech, High-Touch Customer Service spells out surefire strategies for success in a clear, entertaining, and practical way. Discover: ò Six major customer trends and what they mean for your business ò Eight unbreakable rules for social media customer service ò How to effectively address online complainers and saboteurs on Yelp, Twitter, TripAdvisor, and other forums for user generated content ò The rising power of self-serviceùand how to design it properly ò How to build a company culture that breeds stellar customer service High-Tech, High-Touch Customer Service reveals inside secrets of wildly successful customer service initiatives, from Internet startups to venerable brands, and shows how companies of every stripe can turn casual customers into fervent supporters who will spread the word far and wideùonline and off.

And High-Tech, High-Touch Customer Service spells out surefire strategies for success in a clear, entertaining, and practical way.

Chaotics

The Business of Managing and Marketing in the Age of Turbulence

We have entered into an entirely new era, an age of increasingly frequent and intense periods of turbulence in the global economy. Unlike past recessions, today’s crises have precipitated a need for businesses to develop a new mindset, one that takes into account intermittent periods of disturbance, allowing them to thrive while under the constant threat of chaos. Chaotics presents a revolutionary set of guidelines designed to help businesses: • detect sources of turbulence • prepare scenarios • predict resulting vulnerabilities and opportunities • develop responses to ensure long-term resilience and success • avoid risk while advancing the interests of the company • build flexibility into the balance sheet • price strategically • adjust products to meet new customer values • and more Complete with metrics and measurements, Chaotics outlines a powerful new system for managing waves of uncertainty affecting customers, employees, and other stakeholders. In this climate of increased turbulence, no organization can survive with less.

ABOUT THE AUTHORS Philip Kotler, considered by many to be the father of
modern marketing, is the S. C. Johnson & Son Distinguished Professor of
International Marketing at the Kellogg School of Management, Northwestern
University.

According to Kotler

The World's Foremost Authority on Marketing Answers Your Questions

According to Kotler distills the essence of marketing guru Philip Kotler's wisdom and years of experience into question and answer format. Based on the thousands of questions Kotler has been asked over the years by clients, students, business audiences, and journalists, the book reveals the revolutionary thinking of one of the profession's most revered experts.

The World's Foremost Authority on Marketing Answers Your Questions Philip
Kotler ... According to Kotler distills the essence of marketing guru Philip Kotler's
wisdom and years of experience into an immensely readable question and
answer ...

Handbook for Strategic HR

Best Practices in Organizational Development from the OD Network

The role of human resources is no longer limited to hiring, managing compensation, and ensuring compliance. Since the 1990s, a transformation has occurred. Companies are calling upon a new breed of HR professionals to behave as organization development consultants, helping to determine priorities in running the business, design how work gets done,craft strategy, and shape culture. A compendium of the best thinking on the subject, Handbook for Strategic HR includes 78 articles from the renowned OD Practitioner. It introduces readers to core organization development strategies and skills, giving them creative approaches, practical tips, and proven methods to help them: • See the big picture, think systemically, and strategically identify where best to foster change in their organization • Team up with consultants and senior-level staff in leading a change project • Put employee engagement to practical use and involve “minds, hearts, and hands” in the important work of the organization • Operate effectively in cross-cultural and virtual working situations Comprehensive and practical, this forward-thinking book enables readers to become key partners in leading their organizations forward. This book is approved for HRCI Recertification Credit. See the SHRM store website for details.

Standard templates for developing an integrated change strategy Cultural
expectations for the masterful leadership of change Offering change strategy
coaching to ensure optimal ... Consider the elements in Table 63.3 in your rollout
plan.

Roadmap to Strategic HR

Turning a Great Idea Into a Business Reality

A practical process for turning human resources into a crucial component of success -- from an HR professional who really did it!

But they are not at the center of work that will enable the corporate strategy to
meet the needs of paying customers. ... What Is a Human Resources Plan (HRP
)? The HRP is the component of the business plan that makes clear the aspects
of ...