Book Description
Unlike other customer service books, Jeff and Valerie Gee's concise motivational book is written both for executives and managers, but for the millions of front-line workers who serve customers directly. The authors share their straightforward, proven techniques and guidelines for coping with angry customers, minimizing stress, and making customer service providers feel great about doing their jobs. In the bestselling tradition of Delivering Knock Your Socks Off Service, the authors' "pep talk" includes concrete tips on how to: sympathize with the customer; take a call, transfer a caller, or end a call smoothly; defuse angry customers; maintain a positive frame of mind...and more!
Download Description
Unlike other customer service books, Jeff and Valerie Gee's concise motivational book is written both for executives and managers, but for the millions of front-line workers who serve customers directly.
Customer Reviews:
Highly Recommended.......2007-03-29
I've recently started a new business in the Customer Service Industry - this book has proved to be a great source for ideas and a bible-like document you must keep handy.
Pretty elementary.......2007-03-15
If you are a basic customer service person, not much experience, it's a good guide. I was looking for more depth for some research I was doing. Not a bad book, it just did not fit my needs.
Great book.......2006-07-01
As someone who writes about customer service, I found this book very interesting. It's an excellent read for a customer service representative and I'd recommend companies getting the book for each of their employees. It covers some customer service basics, how to handle certain situations, and is really a great overview of what great customer service is and how to deliver it.
Whoa! That's me in that book!.......2006-03-14
This is a great book for all customer sservice reps. Here is what I especially loved: I am not alone. Many people across America feel as I do. It makes me feel better about all the people I have to deal with!
Working with customers.......2005-05-07
Super Service is a great book for people who work on the front line like me. It is about not taking things personally and not being at the affect of the customer. When I give great customer service--I am the one who gets to feel good at the end of the day. The fact that the customer goes away feeling satisfied is just an added bonus. I've noticed that a lot of people in customer service positions act like they don't want to be there--like they are victims or something. Super Service reminds me that great service begins and ends with me. After all--if it's not about me--then who is it about?
Book Description
Drawing on her first-hand experience at top companies as diverse as Lands’ End and Microsoft, Jeanne Bliss explains why even great corporations can drift to delivering mediocrity to customers, and she offers a proven solution to break the cycle.
Different divisions and departments in corporations can fail to communicate and act as a team—they create silos instead of a superior customer experience. Jeanne Bliss shows in stark detail how profits suffer when businesses focus on their organizational charts and not their customer relationships.
This book provides leaders the tools and information they need to overcome organizational inertia and deliver a meaningful customer experience. The author includes diagnostics to determine if a company’s core strengths, metrics, and systems improve or harm customer relationships. With all these tools, leaders can address the organizational challenges they face with an exhaustive review of the Chief Customer Officer role and an evaluation to determine the right solution for their culture and company.
Customer Reviews:
Very detailed look at customer service.......2007-06-07
If the "customer is always right," the next question is, "Why do so many customers stop doing business with companies?" The answer is, "bad service." Customers refuse to buy from companies that render unsatisfactory service and ignore their complaints. Sadly, managers usually sound the alarm and demand new customer service initiatives only after the customers have fled. Author Jeanne Bliss, a veteran chief customer service officer, tries to explain the problem and to suggest ways to correct it. She offers so many detailed trees - in the form of questionnaires, bullet points, details and checklists - that you risk losing sight of the practical forest: the motives and methods for implementing better customer service. There is valuable information here, even if it is a bit shaded. For this reason, we particularly liked her clear, helpful and revealing chapter of first-hand stories from the field of customer service.
And why aren't more people doing this?.......2006-12-12
Jeanne writes a book for now on a role that too many people will say is before it's time. It is always about the client and yet organizationally no one puts enough emphasis on the client voice within organizations. Jeanne clearly shows her battle field experience in helping those that embrace the client, get input, direction and organizational buy-in to doing what is right for the client and thus the firm without being shot as the messenger.
Lifetime Customer Value Lives!.......2006-09-20
Jeanne Bliss' book, Chief Customer Officer, is a "must have" for any business that wants to pay more than "lip service" to customer retention. There are great examples throughout from someone who obviously has been in the trenches. This is a fun book to read, not some academic tome doomed to gather dust in a dark recess. Get it, read it, and share it with others in your organization.
Not that I have an opinion.
Practical advice for improving customer experience.......2006-06-08
Jeanne Bliss articulates not only the importance of putting customers at the center of your business, but conveys the challenges that prevent most companies from successfully delivering great customer experiences. The real-world techniques she introduces are essential reading for senior executives aiming to succeed by improving the delivered customer experience.
Finally! An engaging practical guide to creating a customer centric organization.......2006-05-25
Jeanne Bliss has done a fantastic job of breaking down the challenge of actually "walking the walk" of a customer centric organization in a book that is informative, thought provoking and easy to read. Her concepts are spot on, based on real life experience during her very successful career. I highly recommend this book!
Book Description
Research confirms that it is six times more costly to attract a new customer than it is to retain an existing one.
Creating a culture of service excellence requires planning, preparation, and persistence. Customer Service in Health Care is designed to provide readers with the fundamental information and skills to start or strengthen a customer service initiative within a health care organization. This book concentrates on action as opposed to theory. It offers a practical, step-by-step process for creating a culture shift toward customer service excellence at all levels of an organization, and presents the essentials to improving performance that will bring the individuals closer to the mission, values, and standards.
Chapters focus on:
- Tools for establishing and measuring customer service team goals
- Creating customer service standards unique to your organization
- Tips on training sessions
- Strategies for maintaining top-of-mind awareness of customer service among employees
- Customer service techniques for physicians and nurses
- An overview of customer service as an essential component of business development and marketing
Customer Reviews:
Customer Service in Health Care.......2007-08-13
So far so good, I have not yet finished this book, but so far it is a good read - very readable, and easy to read with clear messages. It is US centric, and focussed on the US healthcare system which is not always relevant to the UK system but nevertheless has some messages that are transferable.
Book Description
Why do 20 to 40 million Weblogs, or blogs, serve as an outlet for an estimated 32 million readers worldwide? And why do these numbers continue to skyrocket?
In Blogging for Business, authors Shel Holtz and Ted Demopoulos tell you exactly how and why more companies are incorporating blogs into their business strategies. This smart new guide helps you engage in the global conversation by creating and maintaining blogs to generate heightened awareness and greater customer mindshare.
In Blogging for Business, the authors reveal why businesses should embrace blogging:
• How to tap into the power of blogs
• How blogs are different from e-zines, Web sites, and message boards
• Why businesses need to monitor blogs that discuss their products and services
• How to use an internal corporate blog as an effective knowledge sharing tool
• Future iterations of blogging, such as podcasts and vlogs
• Legal considerations
Worldwide corporations from EDS and IBM to General Motors and Sprint are leveraging the myriad applications of blogs for product marketing, customer affinity programs, public relations, and internal communications. Packed with top-notch recommendations from two pros, Blogging for Business demonstrates that blogs offer a competitive advantage that businesses cannot afford to overlook.
Customer Reviews:
Best how-to book on blogging.......2007-10-08
Two weeks ago my new boss hired me to start a blog for her dot.com business. Someone told her that she could increase sales if she had a blog. She knew I know nothing about blogs, but that I like to write and generally can figure things out. She said that the quicker I get a blog up and running, the bigger my raise will be. So I hit the blogosphere and Blogging for Business came into my life.
This book told me all I need to know to get started. It defined all the blogging jargon for me. It told me what factors separate a hugely-popular blog from a doomed-to-obscurity blog. It helped me to decide which blogging-application software to use. It showed me how to create my first blog and what metrics to use to measure its success. Ted and Shel's writing is clear, direct, and easy-to-read. I consumed it FAST and effortlessly! But I suppose these features are what I'd expect in a good how-to book.
What I didn't expect was all the inside info on the blogosphere. Now I understand why blogging is critical for a growing business. I learned the importance of reading competitors' blogs and customers' blogs. Ted and Shel call it 'monitoring the blogosphere'. I explained their ideas to my boss and we expanded my job description.
This book made me look good in front of the boss and the CFO. I came off as a semi-expert at our 9:00am meeting about blog-application software. Little did they know I had just read the info 6 hours earlier during a bout of insomnia. Minutes before the meeting I prepared a handout by discreetly typing up some of the key tips I found in Ted's pocket-sized book, "Secrets of Successful Blogging: 101+ Tips for blogging more efficiently, effectively, and profitably". This book and Blogging for Business will stay on my shelf at work as valuable references.
Now my boss thinks podcasting is the next new direction, so I'm on to reading Ted's "What no one ever tells you about...Blogging and Podcasting".
Thanks Ted and Shel.
good legal perspective.......2007-09-06
I'm a lawyer, and I'm a proponent of companies having public blogs. But I know that corporate blogs raise issues about legal review and control. To address those issues, Holtz and Demopoulos offer a number of thoughtful suggestons.
NO NO NO.......2007-05-17
OK, if you live in a cave and know NOTHING about Blogging you might find a tip in this book. Good luck!
Perfect For Those New To Blogging.......2007-03-15
This is a great book for anyone interested in blogging, but haven't yet learned the ropes. It takes you step-by-step through the process of setting up a blog, discovering your blog's focus, and then promoting your blog.
Even though it is geared towards businesses, I would highly suggest this book for those interested in blogging for fun. It truly does break blogging down into an understandable format.
Instead of just writing articles to be posted on the Internet, now there's a great guide to help you post a blog!.......2007-02-18
I really enjoyed reading this book. The authors clearly knew what they were talking about, and they presented the subject from a position of authority. The content was well-written and well-outlined into 13 chapters as follows:
1. What is a blog?
2. Business uses of blogs
3. Blogs on the inside
4. Monitoring the blogosphere
5. Tapping into the blogosphere
6. How to make money with blogs
7. Planning your blog
8. How to create a blog - step by step
9. Promoting your blog
10. Using search engines to promote your blog
11. Measuring the results of your blog
12. Legal considerations
13. The future of blogging
After reading this book I kind of felt as though I had read other books that were similar, but not quite on point. Then it dawned on me that blogs as a marketing tool are very similar to other self promotion marketing tools: article writing, book writing, public speaking, and seminar/workshop presentations. If you are a consultant of some sort and promote your services by writing and speaking, then you should seriously consider learning how to put together a quality blog or two. And this book will go a long way in helping you get a handle on doing it.
My favorite chapters were 1, 2, 5, 7 and 13. For me, those chapters were the meat of the book. I didn't care much for chapters 3, 11 or 12. And chapters 9 and 10 probably should have been combined into one robust chapter. I realize the authors made a fairly good attempt at explaining how to build a blog "step-by-step," but chapter 8 fell short for me. I don't think anybody could do that topic justice in just a chapter. I would have liked the book better if that chapter had been omitted and saved for another book to cover.
All in all, what a wonderful book. 5 stars!
Book Description
A valuable tool for any health care leader dedicated to improving the quality of care and enhancing patient satisfaction. Combining theory and discussion with a practical `action plan' format, Sherman challenges the reader to think about solutions, not just ideas.
--Irwin Press, president, Press, Ganey Associates, Inc.
Whether you're a CEO, a caregiver, or simply someone who cares about the results of service initiatives, you'll find plenty of great ideas in this book.
--Mark C. Clement, president and CEO, Holy Cross Hospital, Winner, 1994 AHA Great Comebacks Award, 1996 International Enterprise Award for Customer Satisfaction, 1998 Global Best Practices Award for Customer Service
Total Customer Satisfaction reports on the breakthrough methods used by awarding winning hospitals and health care organizations to achieve top-rated national status in customer satisfaction. Learn from top experts in the field of how to create and implement total customer satisfaction tactical plan that will boost customer satisfaction ratings in your health care organization.
Customer Reviews:
An Excellent Book!.......2000-04-07
An Excellent Book For All The Managers In Every Organisation....... A Must Read
Book Description
ICMI's Call Center Management Dictionary is a practical, comprehensive reference for customer contact professionals. This essential resource covers a host of subjects, including, but not limited to, measurements, objectives, reporting, analysis, forecasting, planning, monitoring, coaching, quality, performance, improvement, human resources, training, customer behavior, marketing, technologies, budgeting, finance, strategy, industry acronyms, and more!
Accurate and easy to use, ICMI's Call Center Management Dictionary is designed to cut through the clutter and confusion in today's terminology, so that you can communicate more effectively, improve customer services and make better decisions that will help build your career.
1072 acronyms and terms, 41 graphs and tables.
Book Description
Today's consumers are sophisticated, well informed and have high expectations of the services they want to receive. They want greater choice, speed of service and convenience, and will not be 'sold to' or manipulated. Companies that do not face up to these changes will lose market share.
Book Description
Everything in the call center industry seems to be expanding-contact channels, customer, and employee expectations, technology options and the overall role of the call center. While the ICMI's Pocket Guide to Call Center Management Terms may be diminutive in nature, it can have a big impact on the knowledge, eloquence and insight of those working in this dynamic profession.
With a comprehensive-though compact-guide to just about every industry acronym, as well as concise definitions of every term a manager or supervisor should know, The Pocket Guide aims to promote consistency and clarity in the way that call center professional worldwide communicate, cooperate, and strive to understand this exciting field.
Customer Reviews:
An excelent help for call center professionals.......2006-12-28
I have a 10-year experience in the Call Center Industry. However, like many other Call center professionals, I find it quite difficult to fully understand the wide variety of technical terms used within the Industry.
This is a cheap, very reliable little dictionary that makes the difference every day at work - you can take it everywhere and it presents a full explanation of the most important Call center management terms.
There is a full-size version from the same authors "ICMI's Call Center Management Dictionary: The Essential Reference for Contact Center, Help Desk and Customer Care Professionals", but I haven't ordered it. Congratulations to ICMI and Brad Cleveland.
Product Description
Introducing Making it Right: Healthcare Service Recovery Tools, Techniques, and Best Practices, an indispensable service recovery guide made possible by a unique partnership between HCPro and Press Ganey. Rely on this dependable, authoritative resource to create, implement and maintain a service recovery program that achieves high patient satisfaction, profitable financial returns, regulatory compliance, and measurable results. This must-have guide uses valuable real-life, world-class case studies to illustrate essential service recovery principles. Readers will benefit from these compelling examples of how other healthcare organizations have created successful programs to enhance their service recovery and improve patient satisfaction.
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- Taxes and Business Strategy: A Planning Approach (3rd Edition)
- The 8th Habit: From Effectiveness to Greatness
- The Art of Project Management (Theory in Practice (O'Reilly))
- The Bible of Options Strategies: The Definitive Guide for Practical Trading Strategies
- The Bond Book: Everything Investors Need to Know About Treasuries, Municipals, GNMAs, Corporates, Zeros, Bond Funds, Money Market Funds, and More
- The Change Handbook: Group Methods for Shaping the Future
- The Change Monster: The Human Forces that Fuel or Foil Corporate Transformation and Change
- The Changing Sky: A Practical Guide to Predictive Astrology
Books Index
Books Home
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General
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The Big Book of Customer Service Training Games (Big Book)
Customer Service Training 101: Quick and Easy Techniques That Get Great Results
Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation (Perfect Phrases)
Exceptional Customer Service: Going Beyond Your Good Service to Exceed the Customer's Expectation
Great Customer Service on the Telephone (Worksmart Series)
