Business : Customer Service

Customer Care Excellence explains how gaining customer commitment and motivating employees to deliver an excellent service at all your company’s touch points can ensure successful results and satisfied customers. This new edition also includes new material on how online technology has affected customer service and employee and customer engagement more...

Price: $40.70

Customer Management Excellence determines the processes required for organisations to embark on service excellence programmes. It is designed to reduce the time of implementation from years to months, and discusses new thinking behind the emergence of customer service as a differentiator as well as exploring future trends. This is very much a 'How To' book aimed at giving the reader a real competitive advantage. The case studies reflect the innovation, motivation and determination of some of the nation's leading players in their pursuit of service excellence. more...

Price: $70.00

Customer Relationship Management presents a ground-breaking strategic framework for successful CRM policy. Built around Professor Payne's five key processes, the book demonstrates a systematic management progression that will guarantee the maximum impact and efficiency of a CRM programme. The book backs up these five processes - strategy development, value creation, channel and media integration, information management and performance assessment - with 16 best practice case studies which set the universal theory in a specific practical context. These feature a range of companies, including Orange, Brittania, Homebase, Canada Life, Sun Microsystems, Natwest, Sears, Roebuck & Co., Nortel Networks and Siemens. The book concludes with interviews from four thought leaders, offering a 'futures' vision forum for CRM. Customer Relationship Management is a vital instrument for anyone who needs to know how to develop and measure effective CRM within an organization. It includes overviews and key learning points preceding each case study, and a summary chapter to draw out the most salient lessons from CRM best practices. For practitioner or academic alike, this is essential reading. more...

Price: $59.95

For the first time, the ISO 9000 quality management standard requires that registered companies measure customer satisfaction. Many customer surveys produce misleading results due to poor questionnaire design, inappropriate data collection methods and invalid statistic analysis. Customer Satisfaction Measurement for ISO 9000 explains in a clear and simple manner how to conduct a professional customer satisfaction survey that will produce a reliable result - as well as being consistent with the requirements of ISO 9001:2000. Each step of the customer satisfaction measurement process is explained sequentially and each is linked to appropriate clauses in the ISO 9001:2000 statement. more...

Price: $51.95

Are you struggling every day to turn front-line people into great service teams? Do you feel a sense of urgency about improving customer service? It’s time for an intervention. The Customer Service Intervention offers a practical, step-by-step program that will teach you how to quickly assess the effectiveness of your staff . . . launch an intervention to keep your staff service savvy . . .and seize opportunities every day to improve the quality of every customer interaction. Are you willing to stop and evaluate yourself, your team and each team member? Make personnel changes and adjust future hiring criteria? Spend substantial amounts of time training? Then this powerful, results-oriented guide is for you. Learn what to do to improve front-line performance—and how to do it. The book is organized into two sections: The Big Picture tells you what to do. It offers the tactics, best practices and techniques you’ll need for your intervention.; Customer Service Intervention: The Program shows you how to do it through scripts, exercises, activities, tools and implementation ideas. Learn how to: Prepare for and launch an initial training program in customer service, engage your team in creating customer service information tools, and keep your team buzzing about customer service during routine meetings with quick, hard-hitting "half-hour courses." more...

Price: $14.95