Download or read book Retail Customer Service Fundamentals 2nd Edition written by DMSRetail and published by DMSRetail Inc.. This book was released on 2013-06-29 with total page 57 pages. Available in PDF, EPUB and Kindle. Book excerpt: Here is what you'll discover: Two perfect statements to make to a prospective employer which will win you the job hands down. Or, if you already have the job, these statements will make it obvious to anyone that you ‘get it’ with regard to customer service and you’ll move up fast. Page 7. The 3 really simple and common things you have to be really, really good at to make sure you stand out from the crowd. Page 30. The one simple move you can learn to make which ensures you will never fail to greet your customer – no matter what you are doing. Page 11. How to start building instant rapport with your customers in a comfortable, non-threatening way. Page 14. 7 things that you cannot say or do if you expect customers to respond favorably to you. Page 34. 7 rules of proper conduct to make sure you not only keep your job, but set a shining example for those around you. Page 29. 5 ways to spot team shoplifting in action. Page 27. How to be a customer service fanatic. Page 48. The important connection between customer satisfaction and your work ethic. Page 7. How to use ‘sales talk’ to your best advantage. Page 44. The clear difference between sales orientation and task orientation. Page 43. Avoiding the cookie cutter approach to customers. Page 38. 13 tips on how to make sure you present a great image to your customers. Page 32. 5 things to do when you encounter a suspected shoplifter. Page 27. 3 statements that will help your customer out of an embarrassing situation. Page 21. Tips on how to handle telephone calls like an expert. Page 24. 11 must do’s when it comes to store maintenance standards. Page 26. The 6 steps of the sales process, fully explained. Page 13. Explanations and examples of open ended questions. Page 14. 4 examples of closing statements. Page 17. When to stop trying to overcome the customers’ objections, and why. Page 16. The 7 basics of a positive shopping experience. Page 9. 10 ways that you can personally impact the positive shopping experience. Page 10. 2 amazing facts about customer complaints. Page 22. Learn the golden rule of Customer Service and when it does not apply. Page 7. Success tip for learning the basics of the sales process in a comfortable, no anxiety way. Page 17. 6 ways to become an expert in handling multiple customers at the same time. Page 19. The 3 main ways to show customers that you value their time. Page 20. 2 things that must be done, at the check-out, to ensure that you leave a great lasting impression. Page 22. Learn how to know the difference between shoppers who are customers and shoppers who are not. Page 8 And so much more...

Download or read book Employee Management and Customer Service in the Retail Industry written by Chris Thomas and published by Wiley. This book was released on 2005-08-23 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Employee Management and Customer Service in the Retail Industry, by Gary Heil and Chris Thomas, attempts to combine the psychology of dealing with employees and customers with the practical realities of managing a retail business. Organized into ten chapters, this book loosely follows a retail manager's natural progression from interviewing prospective employees, to hiring the right ones, paying them fairly, and keeping them happy on the job.

Download or read book Amaze Every Customer Every Time written by Shep Hyken and published by Greenleaf Book Group. This book was released on 2013-09-03 with total page 249 pages. Available in PDF, EPUB and Kindle. Book excerpt: You must deliver an amazing customer experience. Why? It is the competitive edge of new-era business—in any market and any economy. Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All transformations require a role model, and Shep has found the perfect role model to inspire your team: Ace Hardware. Ace was named as one of the top ten customer service brands in America by Businessweek and ranked highest in its industry for customer satisfaction. Through revealing stories from Ace’s over-the-top work with customers, Shep explores the five tactical areas of customer amazement: leadership, culture, one-on-one, competitive edge, and community. Delivering amazing service requires everyone in your organization to step up and be a leader. It doesn’t take a title. It takes the right set of tools and principles. To help you empower employees at all levels, Shep brings the content to a deeply practical level. His 52 Amazement Tools—like “Ask the extra question” and “Focus on the customer, not the money”—are simple, clear, useful for almost anybody, and supported with compelling research and stories. Between these covers, you will find the tools and tactics you need to transform your company into a seriously customer-focused operation that will amaze every customer every time.

Download or read book The Retail Doctor s Guide to Growing Your Business written by Bob Phibbs and published by John Wiley & Sons. This book was released on 2010-05-03 with total page 279 pages. Available in PDF, EPUB and Kindle. Book excerpt: It's one of the toughest economies in years, but don't fear-the doctor is in Are you among the thousands of retailers frustrated by market challenges and looking for ways to take control of your business? Are you looking for the advice of an expert consultant, but unable to spend the money? Then The Retail Doctor's Guide to Growing Your Business is for you. By providing a step-by-step approach to evaluate your current business practices, The Retail Doctor offers professional guidance Redesign your organizational structure Reap the maximum returns on your investment Keep your business financially healthy Following the advice in these pages will help you devise a sound strategy to accomplish your goals and outperform your competitors. You'll also gain clear insight into all areas of human resource management, sales training, merchandising methods, and marketing. While your competitors are looking for a magic bullet to solve their problems, with The Retail Doctor's Guide to Growing Your Business, you can be making changes that will guarentee enormous returns and financial success.

Download or read book Strategic Customer Service written by John A. GOODMAN and published by AMACOM Div American Mgmt Assn. This book was released on 2009-05-13 with total page 274 pages. Available in PDF, EPUB and Kindle. Book excerpt: The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. Drawing on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota, author Goodman uses formal research, case studies, and patented practices to show readers how they can: • calculate the financial impact of good and bad customer service • make the financial case for customer service improvements • systematically identify the causes of problems • align customer service with their brand • harness customer service strategy into their organization's culture and behavior Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom—using hard data—and reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line.

Download or read book Customer Service Wolf written by Anne Barnetson and published by . This book was released on 2019-11-26 with total page 120 pages. Available in PDF, EPUB and Kindle. Book excerpt: Join Customer Service Wolf and colleagues as they navigate the most awkward customer interactions imaginable, plus a few that are beyond imagination. From bookseller and artist Anne Barnetson comes this charming, hilarious and perfectly observed snapshot of life behind the counter.

Download or read book The Customer Service Solution Managing Emotions Trust and Control to Win Your Customer s Business written by Sriram Dasu and published by McGraw Hill Professional. This book was released on 2013-06-28 with total page 241 pages. Available in PDF, EPUB and Kindle. Book excerpt: Understand Consumer Psychology to Drive Profits and Growth Want to know exactly what’s driving your customer's behavior? NOW YOU CAN! The Customer Service Solution explains how consumers perceive services and shows you how to enhance the customer experience--every time. In this economic climate, the customer service experience is more critical than ever. Most leading service firms advocate the TLC mantra: Think Like a Customer. That's a good practice, but first you have to understand what your customer is thinking and feeling. Today's business leaders cannot afford to neglect the psychological principles that govern customer satisfaction and long-term loyalty. What are the factors that really determine customer satisfaction? Two of the nation's leading authorities on service psychology, Sriram Dasu and Richard Chase, have written this groundbreaking guide that identifies and demystifies the psychological triggers behind customer behavior. You'll go where customer satisfaction surveys, mystery shoppers, and focus groups can't--and learn exactly why customers respond and behave the way they do. With findings drawn from behavioral science research, this book provides all the tools you need to evaluate your current service platforms and design future strategies to enhance customer perceptions positively and drive your sales. The Customer Service Solution illustrates why even companies with high levels of satisfaction are missing tremendous opportunities by neglecting the emotional elements that govern consumer interactions. This book will show you how to: Shape and manage customer perceptions Understand implicit versus explicit outcomes Develop the roles of control and choice among buyers Design emotionally intelligent processes Build trust among customers Whatever your business may be--healthcare, hospitality, financial services, e-commerce, and more--this book is an essential tool to help you increase profits by leveraging your company's customer experience. PRAISE FOR THE CUSTOMER SERVICE SOLUTION: "Harnessing the power of emotions will help to drive an exceptional customer experience creating customers for life to help your business thrive. Finally, a guide to help us better understand how to do this." -- James Merlino, MD, Chief Experience Officer, Cleveland Clinic "Required reading for anyone designing a service encounter." -- James Heskett, Professor Emeritus, Harvard Business School, coauthor of The Service Profit Chain and Service Future "I have always known that our customers shop with us because they want to, not because they have to. How to make them want to is the secret that this great book unlocks." -- Kevin Davis, President and CEO, Bristol Farms "[Dasu and Chase] share easy-to-understand ideas and guidance to operations managers who typically do not think about the psychology of customers in designing their services." -- Mary Jo Bitner, PhD, Professor and Executive Director, Center for Services Leadership, W. P. Carey School, Arizona State University "Dasu and Chase provide an excellent set of ideas for delivering emotional customer service experiences through systems and operations." -- Rodolfo Medina, Vice President, Marketing & Commercial, Rock in Rio "This book provides valuable insights to managing and molding the customer's emotional journey, leading to ultimate satisfaction and sustainable loyalty." -- Ali V. Kasikci, Regional Managing Director, Orient-Express

Download or read book Conquer the Chaos written by Clate Mask and published by John Wiley & Sons. This book was released on 2010-05-11 with total page 243 pages. Available in PDF, EPUB and Kindle. Book excerpt: Create the business you want without sacrificing the lifestyle you deserve The majority of new entrepreneurs (and even those with a little more experience) are finding themselves trapped, controlled, and consumed by their own businesses. They are struggling just to keep their businesses running, let alone actually growing their companies and experiencing the success they anticipated. Conquer the Chaos speaks to you as a small business owner by making sense of the overwhelming demands on your business and providing a twenty-first century recipe for success with sanity. With engaging stories, quotes, and examples, Conquer the Chaos leads you through the six strategies you can incorporate to bring order to your business today. Find the money, time, and freedom in entrepreneurship that inspired you in the first place Successfully juggle customers, prospects, management of employees, marketing, sales, accounting, and more Get from just surviving to growing your company and experiencing success Conquer the Chaos gives you the no-nonsense, ready-to-go guide that gets your business exactly where you want it to be.

Download or read book Shops that Pop written by Pamela N. Danziger and published by . This book was released on 2016 with total page 190 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Powerful Phrases for Effective Customer Service written by Renee Evenson and published by AMACOM Div American Mgmt Assn. This book was released on 2012 with total page 306 pages. Available in PDF, EPUB and Kindle. Book excerpt: Let's face it, dealing with customers isn't easy. They aren't always right--or even pleasant. But experienced business author Renée Evenson ensures you always have the right words to defuse tense interactions. In Powerful Phrases for Effective Customer Service, she covers thirty challenging customer behaviors and twenty common employee-caused negative encounters to teach readers how to assess circumstances, choose one of many appropriate responses, and confidently and consistently deliver customer satisfaction. Helpful sample scenarios and tangible instructions bring the phrases to life, while detailed explanations bolster your confidence so that you'll have the right words as tools at your disposal and the skills to take action and deliver those words effectively. Practical and insightful, Powerful Phrases for Effective Customer Service ensures you'll never again be at a loss for what to say to customers. By incorporating language that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation, you'll not only be capable of overcoming obstacles--you'll strengthen all facets of your customer service.

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 Handbook of Research on Retailing Techniques for Optimal Consumer Engagement and Experiences written by Musso, Fabio and published by IGI Global. This book was released on 2019-10-11 with total page 596 pages. Available in PDF, EPUB and Kindle. Book excerpt: In the world of economics and business, engaging with loyal customers while also seeking out new, potential customers is a must. With the recent advancements of social media technology, these operations have increased the need for more developed methods to mesh consumer-business relationships and retention. The Handbook of Research on Retailing Techniques for Optimal Consumer Engagement and Experiences is a thought-provoking reference source that provides vital insight into the application of present-day customer relationship management within the retail industry. While highlighting topics such as digital communication, e-retailing, and social media marketing, this publication explores in-depth merchandiser knowledge as well as the methods behind positive retailer-consumer relationships. This book is ideally designed for managers, executives, CEOs, sales professionals, marketers, advertisers, brand managers, retail experts, academicians, researchers, and students.

Download or read book Customers for Life written by Carl Sewell and published by Crown Currency. This book was released on 2009-07-01 with total page 241 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this completely revised and updated edition of the customer service classic, Carl Sewell enhances his time-tested advice with fresh ideas and new examples and explains how the groundbreaking “Ten Commandments of Customer Service” apply to today’s world. Drawing on his incredible success in transforming his Dallas Cadillac dealership into the second largest in America, Carl Sewell revealed the secret of getting customers to return again and again in the original Customers for Life. A lively, down-to-earth narrative, it set the standard for customer service excellence and became a perennial bestseller. Building on that solid foundation, this expanded edition features five completely new chapters, as well as significant additions to the original material, based on the lessons Sewell has learned over the last ten years. Sewell focuses on the expectations and demands of contemporary consumers and employees, showing that businesses can remain committed to quality service in the fast-paced new millennium by sticking to his time-proven approach: Figure out what customers want and make sure they get it. His “Ten Commandants” provide the essential guidelines, including: • Underpromise, overdeliver: Never disappoint your customers by charging them more than they planned. Always beat your estimate or throw in an extra service free of charge. • No complaints? Something’s wrong: If you never ask your customers what else they want, how are you going to give it to them? • Measure everything: Telling your employees to do their best won’t work if you don’t know how they can improve.

Download or read book Principles of Retailing written by California. Bureau of Business Education and published by Routledge. This book was released on 1960 with total page 393 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Principles of Retailing written by John Fernie and published by Routledge. This book was released on 2015-04-24 with total page 368 pages. Available in PDF, EPUB and Kindle. Book excerpt: Retailing is one of the biggest and most important sectors in today's economy. Graduates who are seeking a career in the sector will therefore require a solid knowledge of its core principles. The Principles of Retailing Second Edition is a topical, engaging and authoritative update of a hugely successful textbook by three leading experts in retail management designed to be a digestible introduction to retailing for management and marketing students. The previous edition was praised for the quality of its coverage, the clarity of its style and the strength of its sections on operation and supply chain issues such as buying and logistics, which are often neglected by other texts. This new edition has been comprehensively reworked in response to the rapid changes to the industry, including the growth of online retail and the subsequent decline of physical retail space and new technologies that improve customer experience and help track consumer behaviour. It also builds upon the authors' research over the last decade with new chapters on offshore sourcing and CSR and product management in addition to considerable revisions to existing chapters to highlight changes in online retailing and e-tail logistics, retail branding, retail security, internationalisation and the fashion supply chain. This edition will also be supported by a collection of online teaching materials to help tutors spend less time preparing and more time teaching.

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 Reshaping Retail written by Stefan Niemeier and published by John Wiley & Sons. This book was released on 2013-06-06 with total page 208 pages. Available in PDF, EPUB and Kindle. Book excerpt: The modern retail system has worked to dazzling effect. From the 19th century, store owners emerged from small beginnings to set in train an industry that has seen some operators become nationally, even globally, dominant. Along the way, they turned retailing into an art, and then a science. Now retailers in emerging markets appear to be repeating the story all over again, except on a scale and at a speed beyond anything we have seen before. Given all of this, it can be hard for those who work in retailing to accept that the industry as we know it is living on borrowed time, on the brink of transformation. There is now an urgency with which conventional store-based retailers must now act and the extent of the challenges this change represents in strategic, organizational, and above all, technological terms. Reshaping Retail sets out the driving causes, current trends and consequences of a transformation in retail triggered by technology. The changes go far beyond making items available for sale on the internet. Starting by briefly setting the historical and business system contexts for retail and describe the role that technology has played in the creation of modern retail it then explains the underlying technological drivers behind the current revolution – radical changes in the capacity of both hardware and software, mobile telecommunications changes and the advances of the Internet. Ultimately, success will hinge on more than competence; it will come down to a way of thinking. Customer-centricity will need to be valued not just by the store owner, as in the past, but also by all employees in the organization. It will need to become embedded in their daily tasks. The same applies to technology, which must be at the center of the organization and recognized as such by everyone. With a combination of extensive desk and field research, interviews with leading retailers and technologists, together with the real world experience of practitioners in this area, Reshaping Retail will inspire and help store retailers to make the necessary transformation now to win in the new consumer driven world.