• The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs

    In this groundbreaking book, Bill Price and David Jaffe offer a new, game-changing approach, showing how managers are taking the wrong path and are using the wrong metrics to measure customer service. Customer service, they assert, is only needed when a company does something wrong—eliminating the need for service is the best way to satisfy customers. To be successful, companies need to treat service as a data point of dysfunction and figure what they need to do to eliminate the demand. The Best Service Is No Service outlines these seven principles to deliver the best service that ultimately... [Read More]

    • ASIN: 0470189088
    • ASIN: 0470189088
    • ISBN: 0470189088
    • Brand: Price, Bill/ Jaffe, David
    • Manufacturer: Jossey-Bass

  • Raving Fans: A Revolutionary Approach To Customer Service

    "Your customers are only satisfied because their expectations are so low and because no one else is doing better. Just having satisfied customers isn't good enough anymore. If you really want a booming business, you have to create Raving Fans." This, in a nutshell, is the advice given to a new Area Manager on his first day--in an extraordinary business book that will help everyone, in every kind of organization or business, deliver stunning customer service and achieve miraculous bottom-line results. Written in the parable style of The One Minute Manager, Raving Fans uses a brilliantly simple ... [Read More]

    • ASIN: 0688123163
    • ASIN: 0688123163
    • ISBN: 0688123163
    • Brand: William Morrow Company
    • Manufacturer: William Morrow

  • The Toyota Way to Service Excellence: Lean Transformation in Service Organizations

    The world’s bestselling Lean expert shows service-based organizations how to go Lean, gain value, and get results―The Toyota Way.A must-read for service professionals of every level, this essential book takes the proven Lean principles of the bestselling Toyota Way series and applies them directly to the industries where quality of service is crucial for success. Jeff Liker and Karyn Ross show you how to develop Lean practices throughout your organization using the famous 4P model. Whether you are an executive, manager, consultant, or frontline worker who deals with customers every day, yo... [Read More]

    • ASIN: 1259641104
    • ASIN: 1259641104
    • ISBN: 1259641104
    • Brand: McGraw-Hill Education
    • Manufacturer: McGraw-Hill Education

  • The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary

    WAKE UP AND SMELL THE SUCCESS! You already know the Starbucks story. Since 1992, its stock has risen a staggering 5,000 percent! The genius of Starbucks success lies in its ability to create personalized customer experiences, stimulate business growth, generate profits, energize employees, and secure customer loyalty-all at the same time. The Starbucks Experience contains a robust blend of home-brewed ingenuity and people-driven philosophies that have made Starbucks one of the world's "most admired" companies, according to Fortune magazine. With unique access to Starbucks personnel and resourc... [Read More]

    • ASIN: 0071477845
    • ASIN: 0071477845
    • ISBN: 0071477845
    • Brand: McGraw-Hill Education
    • Manufacturer: McGraw-Hill Education

  • Zen Guitar

    Unleash the song of your soul with Zen Guitar, a contemplative handbook that draws on ancient Eastern wisdom and applies it to music and performance.Each of us carries a song inside us, the song that makes us human. Zen Guitar provides the key to unlocking this song—a series of life lessons presented through the metaphor of music. Philip Sudo offers his own experiences with music to enable us to rediscover the harmony in each of our lives and open ourselves to Zen awareness uniquely suited to the Western Mind. Through fifty-eight lessons that provide focus and a guide, the reader is led thro... [Read More]

    • ASIN: 068483877X
    • ASIN: 068483877X
    • ISBN: 068483877X
    • Brand: Simon & Schuster
    • Manufacturer: Simon & Schuster

  • 42 Rules for Outsourcing Your Call Center (2nd Edition): Best Practices for Outsourcing Call Center Planning, Operations and Management

    '42 Rules for Outsourcing Your Call Center (2nd Edition)' is a compilation of real-life problems, lessons learned, pitfalls found, and practical approaches for planning, implementing, and outsourcing call center operations. It provides a path for companies outsourcing their first call center with a logical sequence of steps for moving an existing operation to an outsourced organization. The book is a foundation for anyone considering outsourcing their call center. It starts by answering the question "Why Outsource," and then guides the reader with rules from defining the project to selecting a... [Read More]

    • ASIN: 1607731096
    • ASIN: 1607731096
    • ISBN: 1607731096
    • Manufacturer: Super Star Press

  • Reinventing Customer Engagement - Kundenbeziehungen neu erfinden: Wie Banken und Versicherungen die digitale Transformation meistern - Mit mehr als 200 Best-Practice-Beispielen (German Edition)

    Der digitale Wandel steht bei Banken und Versicherungen weltweit ganz oben auf der Agenda. Die Finanzdienstleistungsindustrie als Ganzes tritt in eine vollkommen neue Phase ein. Digitaltechnologien und ein verändertes Kundenverhalten sind dabei, die Grundlagen völlig zu verändern. Und diese Umwälzungen sind viel zu grundlegend, als dass sie sich alleine mithilfe von Kostensenkung bewältigen ließen. Zwar sind Kostensenkungen notwendig, viele Banken und Versicherungen tun jedoch nichts anderes als überholte Prozesse zu aktualisieren. Die nächste Ebene des digitalen Wandels dreht sich um ... [Read More]

    • ASIN: B076M6GVZR
    • ASIN: B076M6GVZR
    • Manufacturer: FinanzBuch Verlag

  • Der neue Online-Handel: Erfolgsfaktoren und Best Practices (German Edition)

    Gerrit Heinemann erläutert die Besonderheiten des neuen Online-Handels und zeigt auf, welche spezifischen Voraussetzungen gegeben sein müssen, damit der Online-Handel zum Erfolg wird. Anerkannte Best Practices machen anschaulich, wie erfolgreicher Internet-Handel funktioniert und was die "Lessons Learned" der letzten Jahre sind. Die 2. Auflage wurde umfassend aktualisiert. Neu hinzugekommen ist das Thema "Mobile-Shopping".

    • ASIN: 3834918040
    • ASIN: 3834918040
    • ISBN: 3834918040
    • Manufacturer: Gabler Verlag

  • Der neue Online-Handel: Erfolgsfaktoren und Best Practices (German Edition)

    Gerrit Heinemann erläutert die Besonderheiten des neuen Online-Handels und zeigt auf, welche spezifischen Voraussetzungen gegeben sein müssen, damit der Online-Handel zum Erfolg wird. Anerkannte Best Practices machen anschaulich, wie erfolgreicher Internet-Handel funktioniert und was die "Lessons Learned" der letzten Jahre sind. Alle Kapitel der 3. Auflage wurden aktualisiert und die Best Practices auf den neuesten Stand gebracht. Den Themen Mikro-Blogging und Risiken des Online-Handels wird ein besonderer Stellenwert eingeräumt, ebenso wie den Aspekten der Transformation im Handel in Hinbl... [Read More]

    • ASIN: 3834923125
    • ASIN: 3834923125
    • ISBN: 3834923125
    • Manufacturer: Gabler Verlag

  • Best Practices in Call Center Management, Operations and Technology Benchmarking Report

    112 call centers from around the world share how they have improved service quality, customer satisfaction and call center efficiency. This report shares lessons learned by call center managers regarding their most effective management practices. It also identifies the operational and technological improvements that are having the greatest impact on customer satisfaction and call center efficiency.

    • ASIN: 1930885059
    • ASIN: 1930885059
    • ISBN: 1930885059
    • Manufacturer: ProSci Research

  • Call Center Operations: A Guide for Your Journey to Best-Practice Processes

    As one of the titles in the American Productivity & Quality Center’s Passport to Success series, Call Center Operations: A Guide for Your Journey to Best-Practice Processes provides readers with a comprehensive understanding of what it takes to achieve successful call center operations. Based on years of research into the practices of leading organizations--and supported by examples of best practices and tips from actual practitioners--this book will guide readers in their own call center efforts.

    • ASIN: 1928593232
    • ASIN: 1928593232
    • ISBN: 1928593232
    • Manufacturer: Amer Productivity Center

  • Mendini by Cecilio Gold Trumpet Brass Standard Bb Trumpet, Student Beginner with Hard Case, Gloves, 7C Mouthpiece, and Valve Oil

    Mendini by Cecilio trumpets are ideal for beginner or student musicians. Every trumpet is play tested at Cecilio's factory and re-tested at their Los Angeles distribution center to ensure that their high quality standards are met.

    • ASIN: B00I8QJT78
    • UPC: 847848015182
    • ASIN: B00I8QJT78
    • Brand: Mendini by Cecilio
    • Manufacturer: Cecilio Musical Instruments

  • Audicom Corded Call Center Headset Headphone with Mic for Avaya 1416 2420 5410 Aastra 6757i Mitel 5330 NEC Aspire DT300 DSX ShoreTel IP230 Polycom 335 and VVX310 400 Telephone IP Phones(H200STA)

    Works for Phones: AVAYA / Lucent 6402D 6408D+ 6416D+M 6424D+M 8403 8410D 8434DX 4406D+ 4412D+ 4424D+ 4424LD+ 1408 1416 2410 2420 4610 4610SW 4612 4620 4620SW 4621 4621SW 4622 4622SW 4625 4625W 4630 4630SW 5410 5420 5610 562056215625 9404 9406 9408 9504 9508 DT1 DT3 DT5 QE4610 Aastra 2465 2564 480 480e 480i 51i 53i 55i 57i 57iCT 554 564 565 i733 1120e 1140e 1150e 1210 1220 1230 i2002 i2004 i2004 IP i2004 Phase II i2052 7406 8540 9617 6730i 6731i 6739i 6751i 6753i 6755i 6757i 6757i CT 7446i 9112i 9133i 9116 9143i 9480i M2216 (ACD I or ACD II) M3905 M4000 M4020 M7208 M7308 M7310 M7316 M7324 M... [Read More]

    • ASIN: B010NODQY4
    • UPC: 602815596237
    • ASIN: B010NODQY4
    • Brand: Audicom
    • Manufacturer: Audicom

  • Mendini MTT-L Gold Lacquer Brass Bb Trumpet + Tuner, Case, Stand, Mouthpiece, Pocketbook & More

    Mendini by Cecilio trumpets are ideal for beginner or student musicians. Every trumpet is play tested at Cecilio's factory and re-tested at their Los Angeles distribution center to ensure that their high quality standards are met.

    • ASIN: B002474FO4
    • UPC: 847848015007
    • ASIN: B002474FO4
    • Brand: Mendini by Cecilio
    • Manufacturer: Cecilio Musical Instruments

  • Jabra PRO 9450 Mono Flex-Boom Wireless Headset for Deskphone & Softphone

    The Jabra PRO 9450 Flex wireless headset delivers up to 450 feet of range and connects to your desk or softphone. This versatile headset also features an extendable flex boom arm and noise cancelling microphone, acoustic protection, and wideband audio quality.

    • ASIN: B007X4O5J8
    • UPC: 706487017011
    • ASIN: B007X4O5J8
    • Brand: Jabra
    • Size: Mono Speaker
    • Manufacturer: Jabra

  • 42 Rules for Outsourcing Your Call Center (2nd Edition) : Best Practices for Outsourcing Call Center Planning, Operations and Management

    A compilation of real-life problems, lessons learned, pitfalls found, and practical approaches for planning, implementing, and outsourcing call center operations that provides a path for companies outsourcing their first call center with a logical sequence

    • UPC: 53265764

  • Industrial Project Management : International Standards and Best Practices for Engineering and Construction Contracting

    Industrial Project Management : International Standards and Best Practices for Engineering and Construction

    • UPC: 299502408

  • Call Center Nesting Tips and Best Practices

    Killer Words of Customer Service

    Top 10 Call Center Quality and Performance Management Best Practices