Customer Service Books - Page 5

Customer Service Training 101: Quick and Easy Techniques That Get Great Results

Renee Evenson

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Customer Reviews:
Total reviews: 9 Average rating: 4.5 of 5

Customer Satisfaction 5 out of 5 stars.
8 of 8 people found this review helpful.

Renee Evenson's first two books ("Customer Service 101: Basic Lessons To Be Your Best" and "Customer Service 201: Managing Your People To Be Their Best")were invaluable in training our information desk staff how to meet and greet the public. The two books contain a wealth of practical, good-sense suggestions and information about how to provide exceptional customer service.

"Customer Service Training 101" covers much of the same ground, but is presented in a format that enables a trainer to effectively and efficiently teach employees the customer care concepts necessary to "get great results." Evenson covers everything from communication and ethical issues to relationship building, difficult customer contacts, and e-commerce.

"Customer Service Training 101" is the best and most thorough publication on the subject of customer care that I've encountered to-date. The book is packed with valuable information. In each chapter, Evenson includes general information on the topic at hand, presents a brief scenario of a situation not handled well, outlines the key points covered in the chapter and explains each point in depth, step-by-step. She follows that up with a scenario where the situation is handled correctly, a summary of key points and steps, an interactive training lesson, and excellent "quick quotations for memory joggers." Tips and topics for group brainstorming sessions are also included.

The book is well-written, thorough, and easy to understand. If you've been searching for the definitive work on customer service, search no more. This is it!

Editorial Review:

Busy managers and customer service instructors in charge of training their customer service employees will find powerful tools and advice in "Customer Service Training 101". This inspiring, comprehensive training manual offers readers an easy-to-implement approach for equipping their people with the skills they need to excel in this important role. This book addresses important customer service areas including: making a good first impression projecting a positive attitude developing trust, establishing rapport, and making customers feel valued confidently handling 'difficult' customers and situations interacting effectively face-to-face, and via telephone and e-mail.

What's the Secret: To Providing a World-Class Customer Experience

John R. DiJulius

Amazon Price: $18.45 List Price: $27.95 Usually ships in 24 hours By: Wiley Amazon Marketplace: 52 new & used starting at $15.48

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

compete in any economy! 5 out of 5 stars.
5 of 6 people found this review helpful.

Looking for a way to make your prices irrelevant? This book opened my eyes to why companies like Disney don't have to cut their prices because of the economy.
Don't bother doing the research on how to improve your customer service, DiJulius has already done it all and included all the key points in his latest book. Even how to hire the right service minded people-priceless insight! What's the Secret? gives you everything you need to know to create, improve, and maintain great customer service. This book should be a mandatory read for anyone dealing with internal and external customers.
His writing style makes it an easy read that you can't put down! DiJuius is real and genuine, he uses experience as a speaker and consultant from his work with top service companies (Ritz Carlton, Nordstrom, Starbucks, Lexus and more) to provide the reader with actual conditions and systems. Whether business to business or business to consumer, any company -of any size- can indulge their customer with world-class service by following his easy to understand 10 commandment structure. And as an added plus--DiJulius gives you the web address to take his service aptitude test online "FREE" to see how you rank. Brilliant follow up to his first book, Secret Service-which I highly recommend you purchase with this one if you haven't read it already.

Editorial Review:

What's the Secrets? gives you an inside look at the world-class customer service strategies at today?s some of today?s best companies. You'll learn how companies like Disney, Nordstrom, and The Ritz-Carlton get 50,000 employees to deliver world-class customer service on a consistent basis- and how your company can too. Packed with insider knowledge and a wealth of proven best practices, author John DiJulius will show you how your company can emulate the world?s best customer service providers.

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

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

Robert Spector

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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.

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

Bill Good

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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.

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

Strategic Marketing Problems: Cases and Comments, 10th Edition

Roger Kerin, Robert Peterson

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Customer Reviews:
Total reviews: 7 Average rating: 4.5 of 5

Strategic Marketing Problems... Not Solutions 3 out of 5 stars.
6 of 9 people found this review helpful.

I was disappointed. The book does contain some interesting thoughts, but 90% of the content is a description of companies facing marketing problems (case studies with a lot of facts). The author doesn't offer the solutions and best practises that would help solve these problems. While reading this book, i felt i was eating a burger without meat. Something is missing...

This is a good book for teachers who want case studies for their students to work on. It's a classroom book. It's not a good book if you want want to read marketing theory and best practises (if you're already in the management world).

Editorial Review:

This best-selling book is dedicated to the development of decision-making skills in marketing. It introduces concepts and tools useful in structuring and solving marketing problems, while extensive case studies provide an opportunity for those concepts and tools to be employed in practice. Consisting of 10 chapters and 43 cases that feature contemporary marketing perspectives and practices, this book covers the topics of marketing management: its foundations; financial aspects; decision-making and case analysis; opportunity analysis, market segmentation, and market targeting; product and service strategy and brand management; integrated marketing communication strategy and management; pricing strategy and management; the control process; and comprehensive marketing programs. For marketing executives and professionals.

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

Peter J Venison

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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.

Attracting Perfect Customers: The Power of Strategic Synchronicity

Stacey Hall, Jan Brogniez

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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".

Secrets of Great Rainmakers: The Keys to Success and Wealth

Jeffrey J. Fox

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Customer Reviews:
Total reviews: 10 Average rating: 4.5 of 5

Great Reading 5 out of 5 stars.
2 of 2 people found this review helpful.

This is the second Jefferey J Fox book I've read, and it's as a good as the first. Great real-world examples. Easy to read. I highly recommend everyone read it.

Solid, Fundamental Advice to Grow Your Business 5 out of 5 stars.
2 of 5 people found this review helpful.

I've read a number of Jeff Fox's books, and they've all been worthwhile reading. However, as someone focused primarily on bringing in new business on a regular basis (I am a 20-year veteran of the Financial Services industry), I can attest to the fact that this is Fox's best volume thus far.

"Secrets of Great Rainmakers," like Fox's other books, is written in an easy-to-read style with short chapters that get straight to the point - fast. There's no excess drivel used as filler. My copy is now highlited to the max, and I'll refer back to it with regularity.

Even after 20 years in a sales-related career, I'm smart enough to know that I certainly do not know it all; I'm constantly learning. This book is a welcome addition to that learning process. Very, very highly recommended.

Editorial Review:

In Secrets of the Great Rainmakers you+ll learn how to outsmart the competition and set yourself apart from the pack. In over 50 interviews with industry leaders from a wide variety of fields, bestselling author Jeffrey J. Fox will share the proven techniques and hard-won wisdom that have helped great rainmakers get ahead, along with his trademark brand of counterintuitive insight and commentary that have made his books so popular.