Interviews and case studies with nine top business leaders reveal how extraordinary customer service brings high profit, brand loyalty, and a vibrant workplace, and show how you can implement their techniques in your own business. For more than twenty years, Dan Sachs has helped established and emerging businesses use hospitality practices to strengthen employee moral, customer retention, and profits. In The Million Dollar Greeting, readers accompany Sachs as he travels across the United States and Canada, interviewing leaders from both large and small companies, including: Ari Weinzweig (Zin... [Read More]
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]
Successful property maintenance and zoning inspection in any community must rely on best practices in safety, customer service and superior communications. This guide presents techniques and strategies that will benefit every community, and every inspector engaged in property maintenance and zoning code enforcement.
Practical Customer Success Management is a complete "handbook for CSMs", written by a customer success expert who has coached and trained many hundreds of customer success managers across the globe. The book is aimed at increasing both productivity and consistency of quality of output for customer success managers of all levels, from relative newcomers through to seasoned professionals. The book is highly practical in nature and is packed full of good humored but very direct advice and assistance for dealing with exactly the types of real world situations CSMs face every day. Practical Custom... [Read More]
“Abracadabra—you are a millionaire! That is what will happen if you follow the advice from Phil Jones in this book.”—Jeffrey Hayzlett, primetime TV and podcast host, chairman of C-Suite Network“Indeed, the right words spoken the right way, while perhaps not actually magic, can sure have the results of such.”—Bob Burg, co-author of The Go-Giver“I think Phil says it best himself at the end of this fabulous read: “Everything you have learned in this book is simple, easy to do and works.” It’s tried and tested, proven and guaranteed to help you get your own way more often.”... [Read More]
In this global economy there are constant changes. However, one thing remains the same - the customers needs. A company that hires with this in mind will be able to grow and reduce customer churn. This book will give you foundation to be excellent with understanding how to treat a customer. Keep in mind customers are co-workers, partners and people who buy your service or product.
Research confirms that it is six times more costly to attract anew customer than it is to retain an existing one. Creating a culture of service excellence requires planning,preparation, and persistence. Customer Service in HealthCare is designed to provide readers with the fundamentalinformation and skills to start or strengthen a customer serviceinitiative within a health care organization. This bookconcentrates on action as opposed to theory. It offers a practical,step-by-step process for creating a culture shift toward customerservice excellence at all levels of an organization, and presen... [Read More]
Healthcare practices. Uncertain times. Practices are under pressure to accomplish more with fewer resources, while facing new regulatory demands and other changes that compete with the responsibilities of running a practice. How do the most successful medical practices excel in this constantly changing practice environment? The wait is over. The much-anticipated 3rd edition of Secrets of the Best-Run Practices shares practical solutions for medical practices seeking to simplify business processes, maximize efficiency, and improve profitability, all while putting patients first. Fully updated, ... [Read More]
In this book, nine librarians from across the country describe their libraries’ best practices in this key area. Their contributions range from all-encompassing customer service policies and models any library can both adapt and be proud of to micro-approaches that emphasize offering excellent user-focused technology planning, picture book arrangement with patrons in mind, Web 2.0 tools to connect users with the library, establishing good service delivery chains, and making your library fantastic for homeschoolers.As past Public Library Association President Audra Caplan writes in her introd... [Read More]
By focusing on delivery and control process activities, ITIL Service Operation describes how a highly desirable steady state of managing services can be achieved on a day-to-day basis. Key Features The updated ITIL publications share a similar standard structure (including generic content in Chapters 1, 2 and 6) to improve consistency and aid navigation. Some content has been reorganized to improve flow and readability, and ensure alignment across the suite including clarification around interfaces, and inputs and outputs across the service lifecycle.Terminology has been clarified and made con... [Read More]
In The Customer Service Revolution, DiJulius points out how numerous companies have made Customer service their biggest competitive advantage, are dominating their industries, and have made price irrelevant. As a result of this Customer service revolution, people are being treated differently, better, and in a way like never before. This is a result of how companies and management are treating their employees and how employees are treating each other and the Customer--which ultimately permeates into people's personal lives at home and in their communities. Can the way you run your business or ... [Read More]
NEW YORK TIMES BESTSELLER WALL STREET JOURNAL BESTSELLER “Sprint offers a transformative formula for testing ideas that works whether you’re at a startup or a large organization. Within five days, you’ll move from idea to prototype to decision, saving you and your team countless hours and countless dollars. A must read for entrepreneurs of all stripes.” —Eric Ries, author of The Lean Startup From three partners at Google Ventures, a unique five-day process for solving tough problems, proven at more than a hundred companies.Entrepreneurs and leaders face big questions every day: What�... [Read More]
Convenience is KingWhen you make it easier for customers to do business with you, they will reward you with their money, their loyalty, and their referrals.There is a reason they call it a convenience store - because it's convenient! When you have to pick up a gallon of milk, would you rather stop by a large supermarket or a 7-Eleven? Customers who shop at convenience stores know the selection is smaller and the prices are often higher...yet they still come in droves because of the ease of purchase.What about the minibar in your hotel room? That's convenient too...but the convenience com... [Read More]
Praise for Mike Russill, Vice-President, Retail, Sunoco Inc. Catherine Neville, President, Quality Management Institute Dan Plashkes, President, S&P Data Philip C. Brown, Senior Vice-President, Telebanking and Alternate Channels, Bank of Montreal Brenda Anderson, Executive Director, International Customer Service Association J.A. Sinex, III, Manager, Global Integrated Services Team, External Affairs, DuPont Breakthrough Customer Service Best Practices of Leaders in Customer Support "An impressive array of experts and industry winners provide a virtual road map through the major changes necessa... [Read More]
David Mullen, Jr., whose financial advisor program at Merrill Lynch had a success rate twice the industry average, shows advisors how to effectively offer wealth and financial management services under one roof to better service
CULTURECustomers will never love your dental practice until your team members love it first. A winning culture starts with leadership and is expressed through vision, mission, actions, expression of core values, and teamwork. Through positive
The Archetype Development Process (ADP) is a technique where clinicians participate in order to define the structure of composite clinical concepts as they are used in an EHR system and the relationships between them. This
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