Customer Services


"A Complaint is a Gift"

Recovering Customer Loyalty When Things Go Wrong

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Second edition. 2 rev ed. Paperback, 250 pages. Size: 231 x 149 mm. Weight: 446g.
Author:  Barlow, Janelle
ISBN:  1576755827
Publisher:  Berrett-Koehler
Date:  2008  (United States)
Readership:  Professional & Vocational Customer Services

"Branded Customer Service"

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Suggests a step for marketing specialists who have realized that significant brand equity is built not just through advertising and public relations efforts. This book states that an integrated brand needs to be lived and expressed through every aspect of the brand's organisational culture, especially the human exchange of customer service. With illustrations. Paperback, 264 pages. Size: 228 x 152 mm. Weight: 505g.
Author:  Barlow, Janelle Stewart, Paul
ISBN:  1576754049
Publisher:  Berrett-Koehler
Date:  2006  (United States)
Readership:  Professional & Vocational Customer Services

"Build Your Customer Strategy"

A Guide to Creating Profitable Customer Relationships

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Shows how to create profitable and lasting customer relationships. This book demystifies creating the great customer experience - something that everyone seems to be talking about these days - by showing you how to approach experience in ways your competitors haven't even thought of. With illustrations. Hardback, 224 pages. Size: 230 x 161 mm. Weight: 482g.
Author:  Barnes, James G.
ISBN:  0471776602
Publisher:  John Wiley and Sons Ltd
Date:  2006  (United States)
Readership:  Professional & Vocational Customer Services

"Simply Better"

Winning and Keeping Customers By Delivering What Matters Most

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Advocates a back-to-basics approach to marketing that replaces the relentless quest for differentiation with a focus on these types of basic customer needs. This book shows that most companies have been ignoring the basics for too long. It argues that marketers must understand what customers want from the entire product or service category. With illustrations. Hardback, 208 pages. Size: 241 x 165 mm. Weight: 536g.
Author:  Barwise, Patrick Meehan, Sean
ISBN:  0875843980
Publisher:  Harvard Business School Publishing
Date:  2004  (United States)
Readership:  Professional & Vocational Customer Services

"Customer Rules"

The 14 Indespensible, Irrefutable, and Indisputable Qualities of the Greatest Companies in the World

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Hardback, 352 pages. Size: 231 x 157 mm. Weight: 647g.
Author:  Beemer, C.Britt
ISBN:  0071603654
Publisher:  McGraw-Hill Education - Europe
Date:  2008  (United States)
Readership:  Professional & Vocational Customer Services

"Magnetic Service"

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Provides a blueprint for going beyond customer loyalty to create and sustain customer devotion, showing how businesses that inspire cult-like devotion - companies as diverse as Jack Daniels, GE, eBay and many others - create customer experiences that bind their customers to them. 2 new ed. Paperback, 180 pages. Size: 210 x 142 mm. Weight: 48g.
Author:  Bell, Chip R. Bell, Bilijack R.
ISBN:  1576753751
Publisher:  Berrett-Koehler
Date:  2006  (United States)
Readership:  Professional & Vocational Customer Services

"Customer Loyalty Guaranteed"

Create, Lead, and Sustain Remarkable Customer Service

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Create, Lead and Sustain Remarkable Customer Service. Paperback, 256 pages. Weight: 234g.
Author:  Bell, Chip R. Patterson, John R.
ISBN:  1598694685
Publisher:  Adams Media Corporation
Date:  2007  (United States)
Readership:  Professional & Scholarly Customer Services

"Managing Knock Your Socks Off Service"

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"Knock Your Socks Off" series; Provides readers with advice on how they can create world-class service both in their operations and through their people, whether they work with customers face-to-face, on the phone, or in e-space. This title is filled with examples from service standard-setters such as Fed-Ex, QVC, and others. With illustrations. 2 rev ed. Paperback, 224 pages. Size: 231 x 149 mm. Weight: 363g.
Author:  Bell, Chip R. Zemke, Ron
ISBN:  0814473687
Publisher:  Amacom
Date:  2007  (United States)
Readership:  Professional & Vocational Customer Services

"How to Talk to Customers"

Create a Great Impression Every Time With Magic

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Filled with case studies and anecdotes, this book demystifies the most critical aspect of customer service: conversations employees have every day with customers. It outlines a proven system based on the authors' MAGIC customer service training program - MAGIC, stands for Make A Great Impression on the Customer. With illustrations. Hardback, 224 pages. Size: 242 x 187 mm. Weight: 469g.
Author:  Berenbaum, Diane Larkin, Tom
ISBN:  0787987522
Publisher:  John Wiley and Sons Ltd
Date:  2007  (United States)
Readership:  Professional & Vocational Customer Services

"Call Centers for Dummies"

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"For Dummies" series; Featuring a guide to improving call center management and response, this book serves as a useful 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 illustrations. Hardback, 384 pages. Size: 236 x 188 mm. Weight: 647g.
Author:  Bergevin, Real
ISBN:  0470835494
Publisher:  John Wiley and Sons Ltd
Date:  2005  (United Kingdom)
Readership:  General (Us: Trade) Customer Services

"Superior Customer Service"

How to Keep Customers Racing Back to Your Business - Time-Tested Examples From Leading Companies

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Many stores and service businesses offer the same products at similar prices, so why do some succeed and others fail? This book details how to care for customers and how to make superior service happen, and keep customers coming back to your store or Web site. It serves as a in-house training workshop manual for creating superior customer service. With illustrations. Paperback, 282 pages. Size: 230 x 155 mm. Weight: 482g.
Author:  Blacharski, Dan W.
ISBN:  0910627525
Publisher:  Atlantic Publishing Co
Date:  2007  (United States)
Readership:  Professional & Vocational Customer Services

"Customer Mania!"

It's Never Too Late to Build a Customer-Focused Company

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It's Never Too Late to Build a Customer-Focused Company. 'The One Minute Manager' meets 'Yum', the world's largest restaurant company, in this practical guide to making superlative customer service drive your business to success. Paperback, 208 pages. Size: 197 x 130 mm. Weight: 143g.
Author:  Blanchard, Ken
ISBN:  0007210507
Publisher:  Harpercollins Publishers
Date:  2005  (United Kingdom)
Readership:  General (Us: Trade) Customer Services

"Raving Fans"

Revolutionary Approach to Customer Service

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"One Minute Manager" series; A guide to providing a successful customer service, written in the style of a parable, including advice on how to define a vision, learn what a customer really wants and institute effective systems to achieve excellent bottom line results. Paperback, 160 pages. Size: 197 x 130 mm. Weight: 100g.
Author:  Blanchard, Kenneth H. Bowles, Sheldon
ISBN:  0006530699
Publisher:  Harpercollins Publishers
Date:  1998  (United Kingdom)
Readership:  Professional & Vocational Customer Services

"Customer Equity"

Building and Managing Relationships as Valuable Assets

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Offers marketing system for measuring and managing customer value as a financial asset. This book outlines customer equity's three core strategies - customer acquisition, customer retention, and add-on selling - and the balance among them, and explain how the customer life cycle affects strategy and the marketing mix. With illustrations. Hardback, 256 pages. Size: 241 x 165 mm. Weight: 560g.
Author:  Blattberg, Robert C. Getz, Gary Thomas, Jacquelyn S.
ISBN:  0875847641
Publisher:  Harvard Business School Publishing
Date:  2001  (United States)
Readership:  General (Us: Trade) Customer Services

"Customer Ownership"

Who is Your Company's Chief Customer Officer?

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Explains why even great corporations can drift to delivering mediocrity to customers, and offers a proven solution to break the cycle. This book shows how profits suffer when businesses focus on their organizational charts and not their customer relationships. It provides leaders with the tools needed to overcome organizational inertia. With illustrations. Hardback, 320 pages. Size: 235 x 162 mm. Weight: 518g.
Author:  Bliss, Jeanne
ISBN:  0787980943
Publisher:  John Wiley and Sons Ltd
Date:  2006  (United States)
Readership:  Professional & Vocational Customer Services

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