Download or read book Zingerman s Guide to Giving Great Service written by Ari Weinzweig and published by Hyperion. This book was released on 2012-06-26 with total page 125 pages. Available in PDF, EPUB and Kindle. Book excerpt: Entrepreneurial phenomenon Ari Weinzweig, co-founder of the much-loved Zingerman's Deli, shares the secrets to providing world-class customer service. Zingerman's in Ann Arbor, Michigan, is a beloved deli with some of the most loyal clientele around. It has been praised for its products and service in media outlets far and wide, including the New York Times, Men's Journal, Inc. Magazine, Esquire, Atlantic Monthly, USA Today, and Fast Company. And what started out as a small deli has grown to a flourishing restaurant, catering service, bakery, mail-order operation, creamery, and training business. Booming business and loyal customers are proof enough that the Zingerman's team knows a thing or two about customer service. Now in Zingerman's Guide to Giving Great Service, co-founder Ari Weinzweig shares the unique Zingerman method of treating customers, giving the reader step-by-step instructions on what to teach staff, how to train them, how to implement the training, how to measure their success, and finally, how to reward performance. Some of Zingerman's time-tested principles: Customers who get a great product but poor service won't be as loyal as those who are disappointed with a product but get great service. You'll get more complaints if people believe you care enough to listen to them. And that's a good thing. Employees who are rewarded, respected, and well cared for treat customers the same way.
Download or read book What Great Service Leaders Know and Do written by James L. Heskett and published by Berrett-Koehler Publishers. This book was released on 2015-09-01 with total page 324 pages. Available in PDF, EPUB and Kindle. Book excerpt: Entire service businesses have been built around the ideas of Heskett, Sasser, and Schlesinger, pioneers in the world of service. Now they test their ideas against the actual experiences of successful and unsuccessful practitioners, as well as against demands of the future, in a book service leaders around the world will use as a guide for years to come. The authors cover every aspect of optimal service leadership: the best hiring, training, and workplace organization practices; the creation of operating strategies around areas such as facility design, capacity planning, queue management, and more; the use—and misuse—of technology in delivering top-level service; and practices that can transform loyal customers into “owners.” Looking ahead, the authors describe the world of great service leaders in which “both/and” thinking replaces trade-offs. It's a world in which new ideas will be tested against the sine qua non of the “service trifecta”—wins for employees, customers, and investors. And it's a world in which the best leaders admit that they don't have the answers and create organizations that learn, innovate, “sense and respond,” operate with fluid boundaries, and seek and achieve repeated strategic success. Using examples of dozens of companies in a wide variety of industries, such as Apollo Hospitals, Châteauform, Starbucks, Amazon, Disney, Progressive Insurance, the Dallas Mavericks, Whole Foods, IKEA, and many others, the authors present a narrative of remarkable successes, unnecessary failures, and future promise.
Download or read book Customer Love written by Mac Anderson and published by Sourcebooks, Inc.. This book was released on 2013-01-01 with total page 125 pages. Available in PDF, EPUB and Kindle. Book excerpt: If your organization's goal is to create a lasting service culture...you're going to love Customer Love! Mac Anderson has compiled a fantastic book filled with unforgettable true stories about individuals and companies who have "wowed" their customers and turned them into raving fans! In Customer Love. great stories about great service" you will explore 24 unforgettable stories about phenomenal customer service. Each chapter will ignite your thoughts and inspire new ideas that you can use to take your customer service to the next level. Share this book with your employees and watch the creative ideas flow. Utilize the ideas behind these creative narratives to grow your business - and remember "if you do something good for one customer, they'll tell 100 other people." Buy this book and get the creative juices flowing; and hopefully, inspire you and your team to start your own collection of customer love stories.
Download or read book Award winning Customer Service written by Renee Evenson and published by Amacom. This book was released on 2007 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Award-Winning Customer Service" offers scores of quick tips for readers looking to improve and then maintain their company's level of customer service. The book is filled with practical advice on planning and goal-setting, effective communication, leadership, and other topics.
Download or read book On Great Service written by Leonard L. Berry and published by Simon and Schuster. This book was released on 1995-04-01 with total page 301 pages. Available in PDF, EPUB and Kindle. Book excerpt: Improving service quality has finally become a top priority of management today, yet according to service quality expert Leonard Berry only a handful of companies have managed to determine exactly what to improve and how to improve it. For the past two years, Berry studied dozens of companies of all sizes renowned for their capacity to deliver what they promise and more. From his on-site observation of the strategies and practices of such companies as Mary Kay Cosmetics, Tattered Cover Book Store, Longo Toyota & Lexus, Lakeland Regional Medical Center, and Hard Rock Cafe, Berry has constructed a dynamic new framework for improving service. This framework provides a roadmap for implementation found nowhere else in the service quality literature. In every chapter Berry draws on his twelve years of research in service quality to explain each part of the framework in detail. He provides rich insights and inspiring examples of great service -- including numerous examples unique to this book as well as the classic success stories of USAA, Taco Bell, and many more. Berry shows that a company must (1) develop service leadership skills and values -- a concept substantially different from developing general leadership; (2) build a service quality information system; and (3) create a comprehensive service strategy based on the four principles of great service: reliability, surprise, recovery, and fairness. He demonstrates how these four principles, when adopted by the leadership and infused into the systems of a service company, are the building blocks of the framework and form the anchor for implementation. Berry shows how the "artistry" of great service can be systematically created from this foundation through a company's organizational structure, technology, and often under utilized human resources assets. He challenges service managers to set their service quality aspirations higher, and his innovative, practical ideas will help them achieve those higher standards. Linking service excellence to value creation, Berry provides solid financial reasons for the necessity of great service. Here, at last, is the book for which managers in every service industry have waited: Leonard Berry's "operating manual" for turning plans for great service into action.
Download or read book Great Customer Connections written by Richard S. Gallagher and published by AMACOM/American Management Association. This book was released on 2006 with total page 262 pages. Available in PDF, EPUB and Kindle. Book excerpt: "To provide the ultimate in customer service, every member of the service team needs to turn customer interactions into "peak experiences." Filled with effective techniques that borrow from principles of psychology, Great Customer Connections presents a unique step-by-step program that lets you: connect with customer's individual personalities; use the "secret phrases" that make customers feel great; tell them anything without upsetting them; stop having to say "no" - permanently; and defuse any crisis and take command of each interaction - even with your most difficult and unclear customers."--BOOK JACKET.
Download or read book How to Get Great Service written by Howard Rokofsky and published by . This book was released on 2018-07-06 with total page 152 pages. Available in PDF, EPUB and Kindle. Book excerpt: The first complete guidebook written for you, the customer. Now you can get great service every time! How many times have you wished that you could get better service at the restaurant, hotel, doctor, bank, etc.? With How to GET Great Service, this will no longer be a question of luck. Now you will know how to get great service during any transaction! A terse 140 pages, each chapter is devoted to a situation in which you, as a customer, may find yourself. Hyperlinks take you to the Appendix for definitions, phrases for sticky situations are included, and pithy anecdotes help fit it all together. What you
Download or read book One Minute Service written by Bruce Loeffler and published by Dc Press. This book was released on 2009-09-01 with total page 135 pages. Available in PDF, EPUB and Kindle. Book excerpt: Offers ideas for creating a customer service culture that provides value, consistent quality, and excellence, using Walt Disney as a model to explain the suggestions.
Download or read book Leadership for Great Customer Service written by Thom A. Mayer and published by . This book was released on 2004 with total page 148 pages. Available in PDF, EPUB and Kindle. Book excerpt: Presents a humorous look at customer service written by practicing physicians and provides a blueprint for creating and sustaining a practical customer service program. Offers practical strategies for working with patients and uses numerous examples. Also includes scripts for situations commonly encountered in clinical practice.
Download or read book Customer Service Training 101 written by Renee Evenson and published by AMACOM Div American Mgmt Assn. This book was released on 2011 with total page 239 pages. Available in PDF, EPUB and Kindle. Book excerpt: Your service team may represent the first, last, or only interaction point between your customers and your company. Your front-line service professionals make or break countless opportunities, leads, sales, and relationships every day. Completely revised and updated to meet the challenges of a new service landscape, the second edition ofCustomer Service Training 101 presents proven techniques for creating unforgettable customer experiences. The book covers every aspect of face-to-face, phone, Internet, and self-service customer relations, and provides simple yet powerful tips for: * Projecting a positive attitude and making a great first impression * Communicating effectively, both verbally and nonverbally * Developing trust, establishing rapport, and making customers feel valued * Confidently handling difficult customers and situations New features include "How Do I Measure Up?" self-assessments, and "Doing It Right" examples from the author's extensive customer service experience. Every step-by-step lesson in this comprehensive and inspiring training manual is augmented with instructive sidebars, a summary of key points, practice exercises, and so much more.
Download or read book Moments of Magic written by Shep Hyken and published by Shepard Presentations, LLC. This book was released on 1993 with total page 80 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Uncommon Service written by Frances X. Frei and published by Harvard Business Press. This book was released on 2012 with total page 262 pages. Available in PDF, EPUB and Kindle. Book excerpt: Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer management systems.
Download or read book Harvard Business Review on Aligning Technology with Strategy written by Harvard Business Review and published by Harvard Business Press. This book was released on 2011-02-24 with total page 216 pages. Available in PDF, EPUB and Kindle. Book excerpt: Most companies waste billions of dollars on technology. Don't be one of them. If you need the best practices and ideas for unleashing technology's strategic potential--but don't have time to find them--this book is for you. Here are eight inspiring and useful perspectives, all in one place. This collection of HBR articles will help you: - Clarify corporate strategy with your IT department - Fund only IT projects that support your strategy - Transform IT investments into profits - Build one technology platform for your entire organization - Adopt new technologies only when their best practices are established - Use analytics to make smart decisions at all levels of your company - Integrate social media into your business
Download or read book Wow That s What I Call Service written by Don Hales and published by Ecademy Press. This book was released on 2007-07 with total page 298 pages. Available in PDF, EPUB and Kindle. Book excerpt: This little book is full of stories about people and businesses that cause customers to fall in love--tales brought together in order that they may serve as an inspiration to raise standards of customer service throughout the U.K.
Download or read book Be Our Guest written by Disney Institute and published by . This book was released on 2003-06 with total page 212 pages. Available in PDF, EPUB and Kindle. Book excerpt: Foreword by Michael D. Eisner. All organisations drive towards the same goal - how best to serve their customers. Walt Disney World has always enjoyed a reputation as a company that set the benchmark for outstanding business practices. Now, for the first time, one critical element of the method behind the magic is revealed: that of quality service. Here, their proven principles and processes are fully outlined, to help your organisation focus its vision and assemble its infrastructure to deliver exceptional customer service.
Download or read book Zombie Loyalists written by Peter Shankman and published by Macmillan. This book was released on 2015-01-27 with total page 258 pages. Available in PDF, EPUB and Kindle. Book excerpt: Bestselling author Peter Shankman shows you how to create fanatically loyal customers who convert everyone they meet
Download or read book Customer Service Management Training 101 written by Renee Evenson and published by AMACOM Div American Mgmt Assn. This book was released on 2011 with total page 225 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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 * 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.
