Customer Service Books - Page 4

The Nordstrom Way to Customer Service Excellence: A Handbook For Implementing Great Service in Your Organization

Robert Spector

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Subjects -> Business & Investing -> Management & Leadership -> Leadership
Subjects -> Business & Investing -> Management & Leadership -> Management

Customer Reviews:
Total reviews: 4 Average rating: 4.0 of 5

Great stories of the best Cust. Service around 5 out of 5 stars.
7 of 10 people found this review helpful.

I was very excited to read this book after enjoying Spector's book on Amazon.com. The author did not disapoint and I enjoyed this book much more than his last!

The best part of the book are the examples used. In addition to Nordstrom, he has also incorporated examples from another large company, and a few small and midsize companies as well. No matter what industry you are in, or the size of your firm...you will get value out of this book.

It's a fast read and would be great to share with co-workers and/or employee's.

Editorial Review:

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.

Customers For Life: How To Turn That One-Time Buyer Into a Lifetime Customer

Carl Sewell, Paul B. Brown

Amazon Price: $10.17 List Price: $14.95 Usually ships in 24 hours By: Doubleday Business Amazon Marketplace: 77 new & used starting at $0.99

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Subjects -> Business & Investing -> Marketing & Sales -> Sales & Selling -> General
Subjects -> Business & Investing -> Marketing & Sales -> Sales & Selling -> General AAS

Customer Reviews:
Total reviews: 34 Average rating: 4.5 of 5

Editorial Review:

In this completely revised and updated edition of the customer service classic (more than 600,000 copies sold), Carl Sewell enhances his time-tested advice with fresh ideas and new examples and explains how the groundbreaking “Ten Commandments of Customer Service” apply to today’s world.

Drawing on his incredible success in transforming his Dallas Cadillac dealership into the second largest in America, Carl Sewell revealed the secret of getting customers to return again and again in the original Customers for Life. A lively, down-to-earth narrative, it set the standard for customer service excellence and became a perennial bestseller. Building on that solid foundation, this expanded edition features five completely new chapters, as well as significant additions to the original material, based on the lessons Sewell has learned over the last ten years.

Sewell focuses on the expectations and demands of contemporary consumers and employees, showing that businesses can remain committed to quality service in the fast-paced new millennium by sticking to his time-proven approach: Figure out what customers want and make sure they get it. His “Ten Commandants” provide the essential guidelines, including:

• Underpromise, overdeliver: Never disappoint your customers by charging them more than they planned. Always beat your
estimate or throw in an extra service free of charge

• No complaints? Something’s wrong: If you never ask your customers what else they want, how are you going to give it to them?

• Measure everything: Telling your employees to do their best won’t work if you don’t know how they can improve

• Borrow, borrow, borrow: Sewell, for example, learned about hospitality from Japanese culture, cleanliness from Disney, and
politeness from his mother.

100 Tips for Hoteliers: What Every Successful Hotel Professional Needs to Know and Do

Peter J Venison

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Subjects -> Business & Investing -> Industries & Professions -> Hospitality, Travel & Tourism
Subjects -> Business & Investing -> Industries & Professions -> Service

Customer Reviews:
Total reviews: 1 Average rating: 5.0 of 5

Editorial Review:

Twenty-two years ago, author Peter Venison's Hotel Management became a best seller in the hotel and tourism industry, labeled a "must read" on the curriculum of every hotel school, and landed on the bookshelf of every hotel manager. Despite many requests for a follow-up volume, Venison declined, on the basis that he had nothing new to say. Now he does.

Holed up for several weeks in five star hotels while concluding a complicated business deal, Venison realized that the standards offered by the industry still fall short of perfection. As a result, he has put pen to paper to produce this handy catalogue of suggestions to hoteliers, based upon his considerable personal experience as a hotelier and perpetual hotel guest.

100 Tips for Hoteliers guides you from the inception of a hotel to its opening and operation, offering practical tips for each stage of the journey. It should prove equally useful to hotel school students as a checklist of what they can expect, and also to practicing hotel managers as a reminder of their responsibilities.

Proceeds from the sale of 100 Tips for Hoteliers will be donated to the Duke of Edinburgh Cup charity.

Secret Service: Hidden Systems That Deliver Unforgettable Customer Service

John R. DiJulius

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Customer Reviews:
Total reviews: 25 Average rating: 5.0 of 5

all business owners should read this book 5 out of 5 stars.
0 of 0 people found this review helpful.

I read this book in one day while I was on vacation. I was so inspired, I couldn't wait to get back to work to begin a new customer service policy in our salon. We already do some of the rituals for our guests, but this book gave me so many more ideas. John Dijullius is so right about creating systems and sticking with them, day in and day out. Can't wait for the second book!!!!

Editorial Review:

All businesses have customers, but how many of them deliver unforgettably good customer service? Secret Service reveals the hidden systems of the few exceptional companies that do: what actions they take behind the scenes to consistently surpass customer expectations. These organizations reap the benefits of greater customer loyalty, exponentially expanded referral networks, lower employee turnover, and stronger bottom-line results. By quantifying and examining each phase of the "Customer Experience Cycle, " Secret Service reveals clever, practical ideas that can be transformed into repeatable best practices in any organization and at every level. Packed with examples applicable to a wide range of industries, this book provides practical, realistic ways to: -- Turn customer complaints into positive experiences -- Use marketing to go deeper with existing customers -- Increase customer and employee retention, and turn bland customer service into truly memorable customer experiences

Attracting Perfect Customers: The Power of Strategic Synchronicity

Stacey Hall, Jan Brogniez

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Subjects -> Business & Investing -> Small Business & Entrepreneurship -> Entrepreneurship

Customer Reviews:
Total reviews: 28 Average rating: 4.5 of 5

Attracting Perfect Customers: The Power of Strategic Synchronicity 4 out of 5 stars.
7 of 10 people found this review helpful.

This book was recommended by my business coach but, I apply it to every relationship in my life! The law of attraction and strategic synchronicity are helpful to stay focused on what it is that you REALLY want. We can choose to be the 'lighthouse' and the 'perfect customer' will find us.

Editorial Review:

Attracting Perfect Customers leads readers through a transformation as they learn that it is no longer productive or profitable to conduct business using warlike marketing techniques such as "targeting" customers and "outmaneuvering" the competition. In fact, these techniques seem both outdated and labor-intensive when compared to the Strategic Synchronicity process, which requires just five minutes of planning each day.

Strategic Synchronicity is based on nine principles that are not new but are often neglected in today's business world. Among them are the ideas that businesses don't need to search for customers if they are "on purpose"; that collaboration, not competition, is required; and that businesses create their own "clients from hell".

Hot Prospects: The Proven Prospecting System to Ramp Up Your Sales Career

Bill Good

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Subjects -> Business & Investing -> Industries & Professions -> Customer Service

Customer Reviews:
Total reviews: 13 Average rating: 4.5 of 5

Editorial Review:

Whatever good or service you're selling, five likely customers are worth a hundred random names. No one can help you find new business by finding those five -- or five hundred, or fifty thousand -- best-qualified customers better than Bill Good.

For over a decade, Bill Good's guide to increasing new business by finding the right prospective customers has been an invaluable resource to people in every imaginable profession involving selling. Now completely revised and updated to include lessons on how email, fax machines, and the Internet can be incorporated into an effective prospecting and selling campaign, it is the most valuable tool a salesperson can own.

Anyone who does any prospecting or selling by phone -- from securities, insurance, and real estate to fund-raising -- knows the frustrations and rejections inherent in "cold calling." Many people come to fear it. But why should this be so? Certainly there are people out there who need and want the product you're selling. If only you could more efficiently generate a list of just those people, weed out the hopeless cases, and launch a simple and highly effective campaign to win them to your side. Prospecting Your Way to Sales Success shows you how to do just that. Bill Good draws on all he's learned from a long, successful career teaching companies and individual entrepreneurs how to create successful prospecting campaigns. He jettisons the stale, old-school, don't-believe-a-customer-who-says-no philosophy for a plan of attack that finds good prospects while quickly screening out unqualified, uninterested customers. From the first contact to the final close, Bill Good will help you design a complete, customized prospecting campaign.

In this new revised edition, bursting with fresh ideas for incorporating new media and new technologies into his proven campaign strategies, Bill Good has updated a classic and given salespeople everywhere a book they can't afford to live without.

The Referral of a Lifetime: The Networking System That Produces Bottom-Line Results Every Day (The Ken Blanchard Series)

Tim Templeton

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Subjects -> Business & Investing -> Marketing & Sales -> Public Relations

Customer Reviews:
Total reviews: 27 Average rating: 4.5 of 5

"Simple but Profound" 5 out of 5 stars.
5 of 5 people found this review helpful.

I really enjoyed reading the book "The Referral of A Lifetime" By Tim Templeton. It was simple, almost common sense but truly profound. To quote the forward this book offers "simple truths and profound wisdom".

What I really liked about this book was it does not try to tell people how they should be, it tells you that you should be yourself and work with what your particular style is. Transformation can take place when you know
where you are. You can't worry about what you did in the past only what you are going to do right now and everyone has their style. Templeton stresses that relationships are our most valuable referral source
and if we treat them right they will refer clients to us. You must also let your relationships know what you are looking for and how important they are to you.

Another book I really enjoyed is Being Here: Modern Day Tales of Enlightenment" by Ariel & Shya Kane. On page 103, they say "Satisfaction comes from Being Here in this present moment. The simple act of engaging in our lives can transform an ordinary existence into a deeply satisfying one..."

Both of these books were delightful and warmed my heart on a cold winter afternoon.

Editorial Review:

In The Referral of a Lifetime, author Tim Templeton frames a powerful plan for cultivating clients and customers in a fable about businesswoman Susie McCumber, who feels increasingly like a failure. A friend refers her to the mysterious Mr. Highground, who introduces her to four successful people. They show her how they transformed their businesses and their lives by determining how others view them and how they view themselves as both human beings and businesspeople. Each of the four represents a "type" in this schema - from the "relational/business" type who puts the relationship first but thinks strategically when the talk turns to business, to the "business/business" type, who avoids relationships unless they work to a business advantage. Templeton shows how understanding one's type allows one to showcase strengths while improving weak areas in this simple, easy-to-use guide to success in business and in life.

Get More Referrals Now!

Bill Cates, Bill Cates

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Customer Reviews:
Total reviews: 22 Average rating: 5.0 of 5

Let somebody else do the selling for you 5 out of 5 stars.
6 of 6 people found this review helpful.

Referrals now is an excellent book that explains how to obtain more business by asking for referrals. Most friends and existing clients are more than willing to recommend your product or sevices if you just ask for it. Sales people sometimes view asking for referrals as a sign of weakness or problems in the business. This is not true.

If you want to build up a business very quickly without a lot of overhead, this is the best method. It would be adviseable to first read the book "Masters of Networking" by Ivan R. Misner. Referral business has a lot to do with networking, so you must be ready to do favors for other people who help you out. Forgetting to help somebody else who has helped you will be very detrimental to your business.

Just asking somebody for a referral is not really good enough but asking the person for a personal introduction increases your chances dramatically for closing the deal.

Don't read the book all in one go. Read a chapter, think about how you can apply it, write down what you think is best for you and experiment with it.

Editorial Review:

Get More Referrals Now!

details the most comprehensive system available to build your business through referrals. This enhanced version includes a new chapter on the Do-Not-Call Regulations as well as the 4 cornerstones of a referral-based business:

Enhance Your Referability
Network Strategically
Prospect for Referrals
Target Specific Niche Markets

Call Centers For Dummies (For Dummies (Computer/Tech))

R‚al Bergevin

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Customer Reviews:
Total reviews: 3 Average rating: 5.0 of 5

Great overview of the call center operation 5 out of 5 stars.
18 of 18 people found this review helpful.

If you are like me, in business related to call centers, but not really in call center business, this book is the one. After reading it, I got a new level of appreciation for the processes and complexity involved.
First part describes business aspect, goals, variables and how they influence goals. That's the part where I said, "It's not as simple as it seems".
Next one, on technology, gives you a review of supporting technologies. I personally knew most of the stuff, but it's a light reading and gives you a perspective how the call center views the technology.
Final two parts, on managing agent performance and call handling are valuable reading no matter what business you're in. Suggestions from the book can be applied outside of call centers, as well. And call handling... I think every employee that has a phone on their desk is the company's representative and should know how to handle calls. Dealing with angry customers, controlling the call, sales... it all goes beyond just call centre agents.
To summarize, if you want to get the big picture, see all the elements, understand them and understand how they interact, this is where you should start. Doesn't dwell too much on any individual subject (and doesn't go too much in-depth) and therefore, it is an easy informative reading. And that's what books from Dummies series are all about, aren't they?

Editorial Review:

A fun and simple guide to improving call center management and response
Call Centers For Dummies serves as the ideal resource for call center managers. Concentrating on revenue generation, efficiency, and customer satisfaction, it helps managers improve their results and affect their company's bottom line. With new tools and tactics specifically designed for call center managers, Call Centers For Dummies helps put a value on customer relations efforts undertaken in call centers and helps managers implement new strategies for continual improvement of customer service.

A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong

Janelle Barlow, Claus Moller

Amazon Price: $13.57 List Price: $19.95 Usually ships in 24 hours By: Berrett-Koehler Publishers Amazon Marketplace: 59 new & used starting at $3.73

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Customer Reviews:
Total reviews: 15 Average rating: 4.5 of 5

This book IS a gift for Increasing Customer Loyalty 5 out of 5 stars.
1 of 2 people found this review helpful.

When things go wrong, most of us want to run and hide. But wait! These embarrassing moments can be among the most positive and powerful for your business and your career. Barlow and Moller reveal why a complaining customer can is valuable asset. And they show you exactly how to win your customer back, win a lot more business and get positive testimonials, too! If success in business is important to you, you want to read this book!

Editorial Review:

The first edition of 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 that can be used to improve an organization's products and services. This new edition has been thoroughly revised and updated. There are two brand new chapters on the Internet, a new section entitled Handling Complaints Directed at You and another new section that turns the tables and discusses how the reader can complain effectively. More relevant than ever in today's constantly connected world, when customers can complain instantly, 24/7, and broadcast their dissatisfaction around the world if they choose to, throughout the text has been heavily revised, with a wealth of new examples, tools and strategies.