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Legendary service : the key is to care
\"The only book you need to raise customer service to a world-class level--from bestselling author and leadership guru Ken Blanchard Written as an entertaining customer-service \"parable,\" I Care--Do You? offers an easy-to-implement model based on the importance of caring for both internal and external customers. Ideal for both managers seeking to raise the level of their employees, as well as self-driven customer service professionals, this powerful guide combines practical advice with the rationale behind it to increase customer loyalty through sincere customer care.Ken Blanchard is Chief Spiritual Officer of The Ken Blanchard Companies, a global management training and consulting firm he cofounded in 1979. Victoria Halsey is Vice President of Applied Learning for The Ken Blanchard Companies. Kathy Cuff is a Senior Consulting Partner for The Ken Blanchard Companies\"-- Provided by publisher.
Book
Enhancing customer experience in the service industry : a global perspective
This book provides a new and definitive overview of customer experience and how it can be managed and enhanced in one of the most dynamic industries in the world-the service industry. Its highly qualified international team of contributors ensures that it adopts a global perspective, and clearly outlines the key theoretical perspectives of customer experience, covering customer experience both from demand and supplier perspectives. Fully informed by the latest research, it explores different country contexts and how they impact upon the customer experience; investigates the social, cultural and economic dimensions of customer experience; provides case studies from a wide range of service industry sectors; and includes industry perspectives and examples.
eBook
Selling in customer service : integrating and coordinating service and selling
This title focuses on the interaction and transition between 'the behavior of service' and 'the behavior of selling' by sharing methods and skills of how those two are interrelated. It provides many helpful guidelines and solutions for turning customers' satisfaction with service into growth in sales. Through many refreshing ideas, the author helps you deeply understand the significance of integration of and conversion between service and selling and the harm of disconnection between service and selling.
Book
Service leadership : the quest for competitive advantage
The purpose of this book is to provide a comprehensive theoretical framework as well as practical strategies--not just for survival but for a true search for excellence in the uncertain and ever-changing world of customer service management. The theoretical framework is based on the notion that customer service contains three key variables: a promise, a process, and people. After going through the step-by-step process of service management, the reader will have the necessary understanding and skill to choose the right strategy for the right circumstances, to design service processes, to identify the means and methods to implement these processes, and to measure the outcome.
eBook
The digital-first customer experience : seven design strategies from the world's leading brands
In his third book on the topic of customer experience, author and consultant Joe Wheeler tackles the challenges many organisations are facing as they attempt to design compelling experiences in a digital-first world. It features case studies of leading brands including Lemonade, Spotify, CEMEX, VMware, Starbucks, NIKE and Amazon.
BOOK
Handbook of services marketing & management
The Handbook is organized in six major sections: The service setting, demand management, service excellence and profitability, service recovery, service relationships, and firm-wide service issues. A unique structural feature of the Handbook is the inclusion of both in-depth chapters as well as shorter, more focused `mini′ chapters. This variation enables the book to provide broader coverage through the inclusion of more topics.
eBook
Demand-driven inventory optimization and replenishment : creating a more efficient supply chain
Use demand driven optimized inventory and replenishment to overcome your supply chain weaknesses, and deliver business-maximizing results Reviewing the fundamentals of inventory optimization so that you can attain a demand-driven supply, Demand-Driven Inventory Optimization and Replenishment provides a business look at why present inventory systems sub-optimize the supply chain and faulty replenishment processes lead to wasted time and effort. Straightforward and clearly written, this book allows readers to come away with a good understanding of why optimized inventory and replenishment helps overcome in-system weaknesses and deliver results. Discusses how multi-echelon inventory optimization and replenishment enables installed systems to go from a sequential, \"islands of efficiency\" approach to a systematic distribution system working as a complete network Provides case studies throughout Reveals how optimized inventory and replenishment delivers results across industry verticals With a historical view of the three major supply chain efforts of the last thirty years, this book discusses mathematical shortcuts set up in the transitional and supply chain management systems that make it very difficult for companies to attain supply chain excellence.
eBook
Customer service management training 101
Becoming a great customer service manager requires a mastery of skills beyond those needed by frontline employees. Filled with the same accessible, step-by-step guidance as \"Customer Service Training 101\", this user-friendly book shows readers how to develop the skills they need to communicate, lead, train, motivate, and manage those employees responsible for customer satisfaction. Designed for new managers and veterans alike, \"Customer Service Management Training 101\" covers essential topics, including: Planning and goal setting; Time management; Team development; Conflict resolution; Providing feedback; Monitoring performance; Conducting meetings; Managing challenges; Listening; and, Verbal, nonverbal, and written communication. Readers will learn to identify their personal management style, develop core leadership qualities, and efficiently focus on their own development as managers. Packed with checklists, \"real world\" practice lessons, and examples of the right and wrong ways to do things, this is the one book every customer service manager needs to thrive.
eBook