Download or read book Great Customer Service on the Telephone written by Kristin Anderson and published by AMACOM. This book was released on 1992-11-26 with total page 96 pages. Available in PDF, EPUB and Kindle. Book excerpt: First impressions are often lasting impressions. How customers are treated on the phone can quickly turn them into either an ex-customer or a customer for life. This thorough, quick-reading guide shows anyone who uses the phone -- from salesperson to manager to secretary -- how to treat it as a service tool that directly impacts on company profits. Readers will be able to double their effectiveness when they learn how to:* handle irate customers* end those ""endless"" calls* take meaningful messages* handle conference calls and transfer calls* screen calls and ask focused questions* use the phone during emergencies* improve their voice effectivenessWith worksheets, checklists, and fill-in forms, this desktop primer will inspire fabulous phone service.

Download or read book The Fred Factor written by Mark Sanborn and published by Crown Currency. This book was released on 2004-04-20 with total page 145 pages. Available in PDF, EPUB and Kindle. Book excerpt: NEW YORK TIMES BESTSELLER • The true story of an ordinary mail carrier whose approach to work and life has the power to transform the everyday into the extraordinary—now in an updated twentieth-anniversary edition “This beloved business classic has inspired millions of people over the years, and today Mark Sanborn’s transformative insights are more timely and necessary than ever.”—Jon Gordon, author of The Energy Bus and co-author of The Coffee Bean Meet Fred. In this timeless and powerful book, Mark Sanborn, member of the Speaker Hall of Fame, recounts the true story of Fred, an ordinary USPS carrier who introduced himself one day shortly after Sanborn had moved to a new home in Denver. Fred, however, was no average mailman. As Sanborn came to discover, Fred was the kind of worker who exemplifies everything “right” with customer service. Did people want packages left on the porch or prefer a notice to pick them up at the post office? Fred made sure he knew the answer. When another delivery service left a package at the wrong house, Fred shepherded it safely to the intended recipient. Others might have seen delivering mail as routine work, but Fred seized the chance to find meaning in the mundane, competing with himself every day to find opportunities to make his customers smile. We’ve all encountered people like Fred. In this deeply inspiring book, Sanborn illuminates the four basic principles anyone can use to bring fresh energy and creativity to our work and life: how to make a tangible difference every day, build stronger relationships, create real value for others without spending a penny, and constantly reinvent yourself. In this updated edition, Sanborn speaks to the seismic changes that have transformed the world of work in recent years—with employees increasingly hungry for purpose in their jobs—and outlines the book’s fresh applications. By following his principles, you, too, can find more excitement, fulfillment, and success in your career—and in your life.

Download or read book Beyond Hello written by Jeannie Davis and published by Now Hear This. This book was released on 1999 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Beyond Hello won first place in the Business Category of the Colorado Independent Publishers Association (CIPA) Annual Book Awards. And has appeared on the Tattered Cover (Denver, CO) Bookstore's Top 10 Best Selling Business Books List several times.The book's tone is conversational, allowing readers to focus on painting a positive self-portrait. It includes exercises, stories and examples of how attitude, telephone etiquette, communication styles and listening skills impact the bottom line. Each chapter offers value-added tips to help improve rapport-building skills, enhance customer interaction and retain and strengthen relationships through excellent customer service. This comprehensive and well-written tutorial will help you improve every telephone interaction you have with your valued customers.

Download or read book 54 Golden Nuggets written by Nancy Friedman and published by Human Resource Development. This book was released on 2011-07 with total page 207 pages. Available in PDF, EPUB and Kindle. Book excerpt: This compilation of 54 articles covers all aspects of customer service and are organized into four easy-to-reference sections: Customer service, telephone service, human resources tips and voice mail/e-mail/cell phone tips. Each article is geared toward keeping the customer you work so hard to get.

Download or read book The Complete Idiot s Guide to Great Customer Service written by Donald W. Blohowiak and published by Penguin. This book was released on 1997 with total page 366 pages. Available in PDF, EPUB and Kindle. Book excerpt: Describes how to create a service-oriented organization, including training customer service representatives, soothing angry customers, and understanding employee and customer motivation

Download or read book How to Give Good Phone written by Lisa Collier Cool and published by Plume Books. This book was released on 1988 with total page 244 pages. Available in PDF, EPUB and Kindle. Book excerpt: Effective telephone communication is vital to the successful executive, ambitious newcomer and job applicant. This total guide to telephone success employs step-by-step programs, anecdotes, examples and quotes from successful businesswomen and men.

Download or read book Good Manners on the Phone written by Katie Marsico and published by ABDO. This book was released on 2009-01-01 with total page 34 pages. Available in PDF, EPUB and Kindle. Book excerpt: Good manners on the phone do matter! Learn which behaviors to use and which to avoid to make talking on the phone enjoyable for everyone. Then see how these simple lessons can be used in fun stories of etiquette in action. Sidebars and back matter offer advice and did-you-knows about good manners in a number of cultures around the globe. Looking Glass Library is an imprint of Magic Wagon, a division of ABDO Group. Grades P-3.

Download or read book The Great Indian Phone Book written by Assa Doron and published by Harvard University Press. This book was released on 2013-04-02 with total page 368 pages. Available in PDF, EPUB and Kindle. Book excerpt: In 2001, India had 4 million cell phone subscribers. Ten years later, that number had exploded to more than 750 million. Over just a decade, the mobile phone was transformed from a rare and unwieldy instrument to a palm-sized, affordable staple, taken for granted by poor fishermen in Kerala and affluent entrepreneurs in Mumbai alike. The Great Indian Phone Book investigates the social revolution ignited by what may be the most significant communications device in history, one which has disrupted more people and relationships than the printing press, wristwatch, automobile, or railways, though it has qualities of all four. In this fast-paced study, Assa Doron and Robin Jeffrey explore the whole ecosystem of the cheap mobile phone. Blending journalistic immediacy with years of field-research experience in India, they portray the capitalists and bureaucrats who control the cellular infrastructure and wrestle over bandwidth rights, the marketers and technicians who bring mobile phones to the masses, and the often poor, village-bound users who adapt these addictive and sometimes troublesome devices to their daily lives. Examining the challenges cell phones pose to a hierarchy-bound country, the authors argue that in India, where caste and gender restrictions have defined power for generations, the disruptive potential of mobile phones is even greater than elsewhere. The Great Indian Phone Book is a rigorously researched, multidimensional tale of what can happen when a powerful and readily available technology is placed in the hands of a large, still predominantly poor population.

Download or read book Together is Better written by Simon Sinek and published by Penguin UK. This book was released on 2016-09-13 with total page 158 pages. Available in PDF, EPUB and Kindle. Book excerpt: Most of us live our lives by accident - we live as it happens. Fulfilment comes when we live our lives on purpose. 'What are you going to do with your life? What are you doing with your life now?' 'Do you have goals? A vision? A clear sense of why you do what you do?' Almost everyone knows someone who has grappled with at least one of these questions. The answers can often seem elusive or uncertain. Though there are many paths to follow into the unknown future, there is one way that dramatically increases the chances we will enjoy the journey. To travel with someone we trust. We can try to build a successful career or a happy life alone, but why would we? Together is better. This unique and delightful little book makes the point that together is better in a quite unexpected way. Simon Sinek, bestselling author of Start With Why and Leaders Eat Last, blends the wisdom he has gathered from around the world with a heartwarming, richly illustrated original fable. Working hard for something we don't care about is called stress. Working hard for something we love is called passion.

Download or read book Service Management Course written by Sasser and published by Simon and Schuster. This book was released on 1991 with total page 644 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Corporate Management Governance and Ethics Best Practices written by S. Rao Vallabhaneni and published by John Wiley & Sons. This book was released on 2008-05-02 with total page 454 pages. Available in PDF, EPUB and Kindle. Book excerpt: All the best practices a manager and an executive need-in a one-stop, comprehensive reference Praise for Corporate Management, Governance, and Ethics Best Practices "If you want a comprehensive compendium of best practices in corporate governance, risk management, ethical values, quality, process management, credible financial reporting, and related issues like the SOX Act all in one place spanning both breadth and depth, Vallabhaneni's book is the source of insightful thoughts as a reference manual. A must-read and a should-own for all institutions and libraries around the globe; I am pleased I read it and use it in my classes." -Professor Bala V. Balachandran, Kellogg School of Management, Northwestern University "Mr. Vallabhaneni has an excellent grasp of corporate governance principles. In particular, he shows how these principles can mitigate a broad range of corporate risks." -Steven M. Bragg, author of Accounting Best Practices and Inventory Best Practices "Professor Vallabhaneni provides an excellent analysis of the corporate governance landscape. His discussion and categorization of risks confronting an organization will be very helpful to boards of directors." -Frederick D. Lipman, President of the Association of Audit Committee Members, Inc. and Partner, Blank Rome LLP Representing a single and collective voice for the entire business management profession, Corporate Management, Governance, and Ethics Best Practices provides a cohesive framework for organization-wide implementation of the best practices used by today's leading companies and is an authoritative source on best practices covering all functions of a business corporation, including governance and ethics.

Download or read book New York Review of the Telegraph and Telephone and Electrical Journal written by and published by . This book was released on 1900 with total page 724 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Members for Life written by Richard F. Gerson and published by Human Kinetics. This book was released on 1999 with total page 236 pages. Available in PDF, EPUB and Kindle. Book excerpt: Members for life shows how to develop a customer service standard that will keep your members coming back. It covers crucial skills that every fitness staff member needs to develop, from basic telephone and communication skills to tips for managing angry or complaining members.

Download or read book The American Dream written by C. K. Quarterman and published by Lulu.com. This book was released on 2007-04-01 with total page 197 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Exceptional Service Exceptional Profit written by Leonardo Inghilleri and published by AMACOM. This book was released on 2010-04-14 with total page 190 pages. Available in PDF, EPUB and Kindle. Book excerpt: What if you could protect your business against competitive inroads, once and for all? Customer service experts Leonardo Inghilleri and Micah Solomon's anticipatory customer service approach was first developed at The Ritz-Carlton as well as at Solomon's company Oasis, and has since proven itself in countless companies around the globe--from luxury giant BVLGARI to value-sensitive auto parts leader Carquest and everywhere in between. Their experience shows that the most powerful growth engine in a tight market--and best protection from competitive inroads--is to put everything you can into cultivating true customer loyalty. Exceptional Service, Exceptional Profit takes the techniques that minted money for these brands and reveals how you can apply them to your own business to provide the kind of exceptional service that nearly guarantees loyalty. Soon, you'll be reaping the benefits of loyal customers who are: less sensitive to price competition, more forgiving of small glitches, and, ultimately, who are "walking billboards" happily promoting your brand. Filled with detailed, behind-the-scenes examples, Exceptional Service, Exceptional Profit unlocks a new level of customer relationship that leaves your competitors in the dust, your customers coming back day after day, and your bottom line looking better than it ever has before.

Download or read book Cost Justifying Usability written by Randolph G. Bias and published by Elsevier. This book was released on 2005-05-09 with total page 702 pages. Available in PDF, EPUB and Kindle. Book excerpt: You just know that an improvement of the user interface will reap rewards, but how do you justify the expense and the labor and the time—guarantee a robust ROI!—ahead of time? How do you decide how much of an investment should be funded? And what is the best way to sell usability to others? In this completely revised and new edition of Cost-Justifying Usability, Randolph G. Bias (University of Texas at Austin, with 25 years' experience as a usability practitioner and manager) and Deborah J. Mayhew (internationally recognized usability consultant and author of two other seminal books including The Usability Engineering Lifecycle) tackle these and many other problems. It has been updated to cover cost-justifying usability for Web sites and intranets, for the complex applications we have today, and for a host of products—offering techniques, examples, and cases that are unavailable elsewhere. No matter what type of product you build, whether or not you are a cost-benefit expert or a born salesperson, this book has the tools that will enable you to cost-justify the appropriate usability investment. - Includes contributions by a host of experts involved in this work, including Aaron Marcus, Janice Rohn, Chauncey Wilson, Nigel Bevan, Dennis Wixon, Clare-Marie Karat, Susan Dray, Charles Mauro, and many others - Includes actionable ideas for every phase of the software development process - Includes case studies from inside a variety of companies - Includes ideas from "the other side of the table," software executives who hold the purse strings, who offer thoughts on which proposals for usability support they've funded, and which ones they've declined

Download or read book Strategy Teamwork Great Products written by Frederick Parker and published by CRC Press. This book was released on 2014-10-24 with total page 142 pages. Available in PDF, EPUB and Kindle. Book excerpt: Most books on manufacturing focus on production. This book is different; it describes techniques for excelling in engineering design, marketing strategies, and customer service inside a manufacturing company. Managing a successful manufacturing company in today‘s competitive global economy requires teamwork between the above disciplines. It is no l