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Libro especializado que se ajusta al desarrollo de la cualificación profesional y adquisición de certificados de profesionalidad. Manual imprescindible para la formación y la capacitación, que se basa en los principios de la cualificación y dinamización del conocimiento, como premisas para la mejora de la empleabilidad y eficacia para el desempeño del trabajo.
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Strategies and Action Steps to Delight Your Customers NOW! BUILD a mindset and a toolset to bring your service UP! DEVELOP a service culture that sizzles and succeeds. APPLY proven techniques to get closer to your customers. POLISH your perception points to create positive impressions. LEVERAGE customer value dimensions for long-term profits. ACHIEVE surprising and unbelievable! service standards. INCREASE customer loyalty with effective service recovery....
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Nobody wants to say dumb things. But we all do. The first step towards reducing the number of dumb things you say is to know what the dumb things are. Based on thirty years of research with millions and millions of conversations, this book contains the secrets of overcoming these blunders:
* Using Bad Bookends
* Starting with Wrong First Words
* Not Choosing Your Words Well
* Poor Questions and Bad Listening
* Focus-on-Me Attitude
* Wrong Tone
* Not...
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Relationships are the Foundation of a Long-lasting Business… At one point or another all businesses have lost clients. The surprising truth is that 68% of those clients left because they believe the business doesn't care about them. Deb Brown shows business leaders how to be strategic and intentional in the way they show appreciation to clients and nurture relationships by using "The WOW System." Relationships are the foundation of a long-lasting...
25) Treat Your Clients Like Royalty: Improve the Client Experience and Dramatically Increase Your Income
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Gregor Hočevar's business enjoys success, due to his use of communication, behavior and knowledge, the critical skills for creating an amazing client experience. This book is a manual regarding how to treat your clients from the first interaction through the completion of a sale and beyond. By following the steps outlined, you can build trust with your clients that keeps them coming back. Right from the first chapter, Gregor gives you critical tools...
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Tools, Tips and Proven Techniques to Lift Your Service Higher. Lift Your Service UP! Increase service value! Add more to your customers and your bottom line. (Chapter 2 unlocks the value.) Explore spectacular service! Discover what's beyond the extra-mile. (Chapter 4 reveals the secrets.) Build your service culture! Attract great customers-and staff. (Study Chapter 6 to keep them.) Solve the crossword puzzles! Find loyalty, passion and profits. (Every...
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We are in the age of the empowered customer. There are more and more customer choices, greater and greater customer demands on organizations everywhere. Your Customers want to contact you utilizing an ever-growing number of channels but still expect a continual and contextual conversation with you throughout their journey. The expectations from your customer is no longer to just resolve their issues on the first try, but instead to anticipate their...
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What drives customer success? Technology, processes, or the people involved?
Customer success as an orchestrated business function is more vital than ever, amidst heightened focus on reducing customer churn and on increasing recurring revenue.
"Helping Customers Win" covers three primary aspects of customer success-technology, processes, and people-with a sharp focus on "people" to elevate your company's reputation and client success. Mastering...
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This book is a great and practical guide in developing a company's customer service program from scratch. In some cases, there may be a need to improve on an existing one that is deficient in many ways. It will help a company-large or small-to determine how their customer service program should be developed to keep customers happy and satisfied.
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UNCOVER THE SECRETS OF CREATING LOYAL SUPER FANS THAT WILL SKYROCKET YOUR BUSINESS. You don't have to be an amazing marketing or sales person to grow your business. What if you could launch your business to a level beyond your dreams and never have to worry about losing customers again? Imagine having your existing customers transform into loyal SUPER FANS, who rave about you and your business? You will discover the secrets to creating Super Fans,...
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Bread and Butter is a book with three parts: First, it's the story of the birth of an extraordinarily successful kind of business called a "freedom franchise": Great Harvest Bread Co., which began as one bakery 25 years ago, is now a $60-million-a-year company with 140 stores in 40 states.
Second, it's the story of one employee's success-the author, Tom McMakin, who was looking for a job and found a lifestyle. McMakin's immersion into Great Harvest...
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In today's competitive business world, there's no place for lackluster performance, half-brilliant contributions, or low-burning customer service. When you find your SPARK you shine brilliantly against a backdrop of automation, algorithms, and autonomous cars. You realize you weren't just hired to do a job; your purpose is to surpass all expectations and create memorable moments that surprise and delight your customers. Your SPARK is what distinguishes...
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Please note: This is a companion version & not the original book.
Book Preview: #1 Amazon has also expanded into other areas besides eBooks, such as streaming media, and is constantly competing with other companies for market supremacy. As a result, the Prime subscription service is gradually reducing the profits of smaller companies.
#2 The rise of subscription-based businesses is due to the ease with which consumers can get used to the idea of...
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Pharma Customer Experience reveals twenty secrets that pharmaceutical and biotechnology companies are using today to connect emotionally with their customers-both patients and healthcare professionals.
In an increasingly competitive environment, it's no longer enough for pharma to develop drugs and technologies that treat, cure, or relieve the symptoms of disease. To be truly customer-centric-building long-term, reliable customer relationships-pharma...
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Eventually, every organization faces a serious branding disaster. Think of United Airlines, Wells Fargo, Uber, and other companies whose tribulations made front-page news. Poor business decisions, corrupt cultures, or just plain bad luck can lead to major PR meltdowns, sending once-loyal consumers fleeing in droves. But there's a right way to handle controversy and come out stronger on the other side.
Using recent high-profile brand implosions as...
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Fast Break addresses the increasing challenges that today's automotive dealer’s face. Over a period of decades, dealers developed a transaction/centric mindset. Given that you only have the opportunity to sell a new vehicle every 4-7 years this may be understandable. Unfortunately this mindset has crept into the service department, which needs to have the opposite orientation. By embracing a customer-centric approach to your service business, you...
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Studies in the experience domain are still developing and academicians believe that it needs to be studied in diverse domains to attain its generalization. Literature has identified many important outcomes of brand experience which mostly include loyalty, equity and satisfaction. However, contemporary marketers are looking at engaging their consumers through the delivery of enjoyable experiences. This is for the reason that engaged consumers are extra...
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While instant communication is now easier than ever, people's attention is spread thin, time has never been more valuable, and disengagement in both customers and employees is at an all-time high. This means most brands never reach their full potential. But what would it look like if your customers were no longer disenchanted from being chased across the internet and hounded for likes, shares, opt-ins, and purchases?
There's a way to break this cycle...
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You hate waiting in line or on the phone for customer service. There have been plenty of books about customer service, that all seem to offer "secrets" to improve customer service. This is not that book. I instead want to focus on Why customer Service is so broken and give you the secrets to get around it. Customer service is bad by design. Your bad customer service is not random, it is intentional. Customer Service is universally terrible, this is...
Author
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Español
Description
Libro especializado que se ajusta al desarrollo de la cualificación profesional y adquisición de certificados de profesionalidad. Manual imprescindible para la formación y la capacitación, que se basa en los principios de la cualificación y dinamización del conocimiento, como premisas para la mejora de la empleabilidad y eficacia para el desempeño del trabajo.
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