Customer Services
"The Handling Complaints Pocketbook"
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"Management Pocketbooks" series; This title looks at why people complain and how they go about it. Developing a strategy and policy for handling complaints is then described. This is followed by details of the techniques that can be used to turn complainants into loyal customers. With illustrations. Paperback, 112 pages. Size: 105 x 148 mm. Weight: 113g.
Author: Boden, Angelena
ISBN: 1870471911
Publisher: Management Pocketbooks
Date: 2001 (United Kingdom)
Readership: General (Us: Trade) Customer Services
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"Extending the Supply Chain"How Cutting-Edge Companies Bridge the Critical Last Mile Into Customers' Homes
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Looks at how retailers and grocers are using the Internet, to help them build stronger relationships with their customers and thus relieve the constant pressure of competing on price points along. This book has strategies to help readers strengthen their relationship with customers, increase customer loyalty and minimize costs using the Internet. With illustrations. Hardback, 288 pages. Size: 236 x 154 mm. Weight: 544g.
Author: Boyer
ISBN: 0814408362
Publisher: Amacom
Date: 2004 (United States)
Readership: General (Us: Trade) Customer Services
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"Bifm - Paper 7: Customer Service"Workbook
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"British Institute of Facilities Management" series; 2 rev ed. Paperback, Size: 292 x 206 mm. Weight: 452g.
Author: Bpp Learning Media
ISBN: 0751742554
Publisher: Bpp Learning Media
Date: 2007 (United Kingdom)
Readership: Professional & Vocational Customer Services
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"S/Nvq Level 2 Customer Service"
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Designed to provide students with the underpinning knowledge for the NVQ in Customer Service at Level 2, this book covers the two mandatory units and ten of the option units. It includes case studies which give students the opportunity to analyse and discuss real-life situations and to practise their skills. 2 rev ed. Paperback, 336 pages. Size: 264 x 218 mm. Weight: 1024g.
Author: Bradley, Sally
ISBN: 0435465295
Publisher: Pearson Education, Oxford
Date: 2007 (United Kingdom)
Readership: Further/Higher Education Customer Services
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"Love Thy Customer"Creating Delight, Preventing Dissatisfaction, and Pleasing Your Hardest-To-Please Customer
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Deals with the interactions and behaviors of service providers with their customers. This book covers communication skills and strategies for creating delight in customers, preventing customers from becoming difficult, and dealing with difficult behaviors and situations. It is intended for managers responsible for maintaining customer focus. Hardback, 272 pages. Size: 228 x 152 mm. Weight: 386g.
Author: Brinkman, Dr. Rick Kirschner, Dr. Rick
ISBN: 0071448020
Publisher: McGraw-Hill Education - Europe
Date: 2008 (United Kingdom)
Readership: Professional & Vocational Customer Services
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"The Evolution of Customer Care"
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This book explains the three stages in the evolution of customer care and provides a proven methodology that any company can use to achieve top quality, service. It points out the major pitfalls to avoid, and supports its arguments with best practice examples from a range of companies. With ill.. Hardback, 320 pages. Size: 237 x 161 mm. Weight: 588g.
Author: Brown, Stanley A.
ISBN: 0471643424
Publisher: John Wiley and Sons Ltd
Date: 1999 (Canada)
Readership: Professional & Vocational Customer Services
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"The Outside-In Corporation"How to Build a Customer-Centric Organization for Breakthrough Results
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Drawing on insights from Dell, FedEx and eBay, this title shows you how to transform your company, putting customer needs at the center. This title helps you develop customer pictures and, through customer analysis, create value propositions. It outlines techniques for devising and implementing customer-based strategy, pricing and communication. With illustrations. Hardback, 272 pages. Size: 233 x 154 mm. Weight: 694g.
Author: Bund, Barbara
ISBN: 0071459316
Publisher: McGraw-Hill Education - Europe
Date: 2005 (United States)
Readership: General (Us: Trade) Customer Services
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"Becoming a Category of One"How Extraordinary Companies Transcend Commodity and Defy Comparison
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Helps you learn how extraordinary companies do what they do so well, and obtain the tools and ideas you need to emulate them. Full of case studies and personal reflections by leaders of exceptional companies, this book aims to help anyone transform their run of the mill business into an extraordinary company. New ed. Paperback, 240 pages. Size: 230 x 154 mm. Weight: 301g.
Author: Calloway, Joe
ISBN: 0471768073
Publisher: John Wiley and Sons Ltd
Date: 2006 (United States)
Readership: Professional & Vocational Customer Services
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"What the Customer Wants You to Know"How Everybody Needs to Think Differently About Sales
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How Everybody Needs to Think Differently About Sales. An eye-opening book from bestselling business author Charan, who suggests sales should be less about price and more about problem-solving. Hardback, 156 pages. Size: 203 x 130 mm. Weight: 278g.
Author: Charan, Ram
ISBN: 1591841658
Publisher: Portfolio
Date: 2008 (United States)
Readership: Professional & Vocational Customer Services
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"Key Account Management in Financial Services"Tools and Techniques for Building Strong Relationships With Major Clients
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Provides advice on marketing and selling financial products. This book takes readers through the process of understanding, analysis, planning, implementation and performance monitoring, so it can be used as a 'before, during, and after' guide to practical implementation. With illustrations. Paperback, 344 pages. Size: 234 x 153 mm. Weight: 824g.
Author: Cheverton, Peter Hughes, Tim Foss, Bryan Stone, Merlin
ISBN: 074945069X
Publisher: Kogan Page Ltd
Date: 2007 (United Kingdom)
Readership: Professional & Vocational Customer Services
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"Killer Customer Care"Five Star Service That Will Double and Triple Your Profits
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"Entrepreneur Mentor Series" series; With illustrations. Paperback, 288 pages. Size: 248 x 184 mm. Weight: 522g.
Author: Colombo, George W.
ISBN: 1891984861
Publisher: Entrepreneur Press
Date: 2004 (United States)
Readership: General (Us: Trade) Customer Services
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"Customer Care Excellence"How to Create an Effective Customer Focus
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Retail $39.90 USD
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"Customer Care Excellence: How to Create an Effective Customer Care" series; Takes you through how you can develop and sustain a customer-service focus within your company. Emphasizing strategic and practical aspects of customer care, this book explains how gaining customer commitment and motivating employees to deliver an excellent service can ensure successful results and satisfied customers. With illustrations. 5 rev ed. Paperback, 288 pages. Size: 234 x 153 mm. Weight: 518g.
Author: Cook, Sarah
ISBN: 0749450665
Publisher: Kogan Page Ltd
Date: 2008 (United Kingdom)
Readership: Professional & Vocational Customer Services
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"Customer is King"How to Exceed Their Expectations
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"Virgin Business Guides" series; Looking for a way to make your business stand out from the crowd? In a world where, increasingly, profit is king, Customer is King is about putting the emphasis back on the customer - how to look at your business through your customers' eyes, understand what they really want and, ultimately, get them to buy from you. With illustrations. New ed. Paperback, 288 pages. Size: 210 x 125 mm. Weight: 324g.
Author: Craven, Robert
ISBN: 0753509687
Publisher: Virgin Books
Date: 2005 (United Kingdom)
Readership: General (Us: Trade) Customer Services
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"The Celebrity Experience"Insider Secrets to Delivering Red Carpet Customer Service
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Tells how to treat your customers as stars and improve the bottom line. Hardback, 226 pages. Size: 236 x 163 mm. Weight: 434g.
Author: Cutting, Donna
ISBN: 0470174013
Publisher: John Wiley and Sons Ltd
Date: 2008 (United Kingdom)
Readership: Professional & Vocational Customer Services
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"Developing Knowledge-Based Client Relationships"Leadership in Professional Services
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Shows organizations how to lead their key clients into lasting, profitable, high-value relationships. Building on the powerful, tested principles of knowledge-based client relationships, this book provides practical approaches for professional and knowledge-based firms on how to create unique value for both clients and themselves. With illustrations. 2 rev ed. Paperback, 416 pages. Size: 229 x 152 mm. Weight: 145g.
Author: Dawson, Ross
ISBN: 0750678712
Publisher: Elsevier Science & Technology
Date: 2005 (Netherlands)
Readership: Professional & Vocational Customer Services
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