Tag Archives: Customer

The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World

In The Customer Service Revolution, DiJulius points out how numerous companies have made Customer service their biggest competitive advantage, are dominating their industries, and have made price irrelevant. As a result of this Customer service revolution, people are being treated differently, better, and in a way like never before. This is a result of how companies and management are treating their employees and how employees are treating each other and the Customer–which ultimately permeates into people’s personal lives at home and in their communities. Can the way you run your business or treat your Customers have an effect on the world at large? John DiJulius will show you just that!

Drawing on years of experience consulting with the top customer service companies around the world and in his role building his first business, John Robert’s Spa, into one of the top 20 salons in the US, DiJulius will show you exactly how to create your very own Customer service revolution and make price irrelevant.

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Customer Service Training

Effective customer service training covers more than niceties.
Organizational profitability is threatened when staff are unable to manage customer needs. Yet it takes more than soft skills training to turn these situations around. A great customer service training covers essential behaviors, service strategies, and service systems that together ensure an exceptional customer experience.
Training authority Kimberly Devlin presents two-day, one-day, and half-day workshops that support trainees in any industry and environment, not just the call center. Each workshop introduces techniques for managing challenging customers and situations and also offers opportunities to apply new skills to service interactions.

Free tools and customization options

The free, ready-to-use workshop materials (PDF) that accompany this book include downloadable presentation materials, agendas, handouts, assessments, and tools. All workshop program materials, including MS Office PowerPoint presentations and MS Word handouts, may be customized for an additional licensing fee. Browse the licensing options in the Custom Material License pricing menu.

About the series
The ATD Workshop Series is written for trainers by trainers, because no one knows workshops as well as the practitioners who have done it all. Each publication weaves in today’s technology and accessibility considerations and provides a wealth of new content that can be used to create a training experience like no other. The series also includes Communication Skills Training, Leadership Training, Coaching Training, and New Supervisor Training.

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Surviving Customer Service: Avoid Burnout, Develop Valuable Career Skills

I have a few questions for you. Are you miserable at work every day? What are you getting out of your job? Have you seen promotion opportunities open for you? Do you have good relationships with coworkers? How often are you stressed out, even after you get home? Does feedback from your boss make you feel proud, or frustrated? I fully understand those frustrations, and, having been through all of them and more, I want to help. By sharing the principles I’ve learned in customer support roles, hopefully I can cut your learning curve and increase job satisfaction. In addition to sharing actionable insights on how to improve in your role, this book includes sections poking around important, personal questions. Why even care about your customer service job? What can you gain from these jobs? How do you benefit from giving a full effort? I bet many of you are leaving opportunities on the table and wasting your valuable time just like I did when I first started. This book contains the same advice I’d give to my younger siblings, a new coworker, or a stranger on the street. I’ve done everything I can to refine my ideas and present them in a simple yet impactful way. I’ve illustrated the concepts using a mix of personal experience, thought experiments, and logic, to give you multiple perspectives. Between these varied styles, I’m confident you’ll gain at least a few valuable insights as you move forward in customer service.

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The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World

In The Customer Service Revolution, DiJulius points out how numerous companies have made Customer service their biggest competitive advantage, are dominating their industries, and have made price irrelevant. As a result of this Customer service revolution, people are being treated differently, better, and in a way like never before. This is a result of how companies and management are treating their employees and how employees are treating each other and the Customer–which ultimately permeates into people’s personal lives at home and in their communities. Can the way you run your business or treat your Customers have an effect on the world at large? John DiJulius will show you just that!

Drawing on years of experience consulting with the top customer service companies around the world and in his role building his first business, John Robert’s Spa, into one of the top 20 salons in the US, DiJulius will show you exactly how to create your very own Customer service revolution and make price irrelevant.

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Business Telephone Etiquette: Professional Telephone Customer Relations

The importance of maintaining a professional demeanor when speaking to customers, coworkers your boss and others on the phone cannot be overstated. This brief text covers situations from making calls, receiving calls, prioritizing calls, voicemails and many other situations at work.

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Customer Relations and Sales from A to Z: For Aerospace, Defense and Technology Companies Doing Business with Governments

Customer Relations and Sales from A to Z is a complete and well-organized guide to getting and keeping government customers. This compendium covers all aspects of customer relations and sales in the aerospace, defense and technology sectors, but its principles have broad application in any business environment. Each chapter is devoted to meaningful subjects and supported by detailed references and relevant stories and anecdotes. Following each chapter is a collection of famous and often humorous quotes to illustrate specific principles and provide further insights. No matter where you work – in business development, program management or any other customer-supporting activity – Customer Relations and Sales from A to Z will improve relations with your customers and everyone you come in contact with.

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Business and Sales: The Guide to Success as a Personal Trainer: Entrepreneurship, Personal Brand,Build Client Base, Customer Relations, Marketing

Eddie Lester has helped more than four thousand personal trainers reach their financial goals and grow their businesses. Now, he wants to help you do the same in this new guide to professional success.

In Business and Sales: The Guide to Success as a Personal Trainer, Lester takes you through every step needed to secure the sale and net a new client.

Like your own journey, the guide starts with one of the most important steps: attaining certification. Passion isn’t enough to be a personal trainer; you need to show your clients that you are knowledgeable and trustworthy.

The next chapters reveal how to create a personal brand, define your niche, target your most important demographic, hone your selling personality and sales pitch, make an amazing first impression, follow up with each client, and calculate a pricing structure. Lester also outlines business checkpoints to help you gauge your progress. His “Power Questions” can uncover a client’s true motivations and empower you to make the sale.

The most important concept Lester wants you to learn is discipline. Use the same drive that makes you a successful personal trainer to become just as successful as a business owner.

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Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service

With developments like smart phones, social media, mobile connectivity, big data, and speech analytics, businesses have more opportunities to enhance the customer experience than ever before. Not only that…customers expect more. Unfortunately, many companies fail to take advantage of and properly manage the tools that now exist, delivering a series of frustrating, disjointed transactions that drive people away.

Customer Experience 3.0 provides firsthand guidance on what works, what doesn’t–and the revenue and word-of-mouth payoff of getting it right. The book contains an innovative customer-experience framework and step-by-step roadmap, showing readers how to:

● Design and deliver flawless services and products while setting honest customer expectations

● Create and implement an effective customer access strategy

● Capture and leverage the voice of the customer to set priorities and improve products, services and marketing

● Use CRM systems, cutting-edge metrics, and other tools to deliver customer satisfaction.

Great companies provide seamless experiences, seeming to know what customers want before they know it themselves…while others set up fancy Facebook pages and then drop the ball. This groundbreaking guide reveals how to delight customers using the best tools available.

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Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine

A Customer Experience Roadmap to Transform Your Business and Culture

Chief Customer Officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses in every vertical around the world.

And it will take years off your learning curve.

Written by Jeanne Bliss, worldwide authority on customer experience, and preeminent thought leader on the role of the Customer Leadership Executive (such as Chief Customer Officer, Vice President of Customer Experience, etc.) this book follows the five-competency model she uses to coach the C-Suite and Chief Customer Officers. 

1. Manage and Honor Customers as Assets

2. Align Around Experience

3. Build a Customer Listening Path

4. Proactive Experience Reliability and Innovation

5. One Company Accountability, Leadership & Decision Making

Chief Customer Officer 2.0 will get you into action quickly with a united leadership team, and will shift your business intent to earning the right to growth by improving customers’ lives. Jeanne Bliss fearlessly shares her tools and leadership ‘recipe cards’ for leading and enabling your business transformation. And she provides practical guidance on how embed the five competencies into how your company develops products, goes to market, enables and rewards people, and conducts annual planning.

Including over forty accounts of actions by Customer Leadership Executives around the world, this is the book you have been waiting for that tells it like it is and gives you the framework to build your customer-driven growth engine.

Jeanne Bliss pioneered the Customer Leadership Executive position, holding the role for twenty years at Lands’ End, Allstate, Coldwell Banker, Mazda and Microsoft Corporations. Since 2002 she has led CustomerBliss, a preeminent customer experience transformation company where she helps companies achieve customer-driven growth. She is a worldwide keynote speaker, and sought frequently by major media for her point of view.  Jeanne is the co-founder of the Customer Experience Professionals Association, established to advance the worldwide discipline of customer experience and customer experience practitioners.  She is also the best-selling author of Chief Customer Officer: Getting Past Lip Service to Passionate Action (2006), and I Love You More than My Dog: Five Decisions to Drive Extreme Customer Loyalty in Good Times and Bad (2011).

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The Customer Loyalty Loop: The Science Behind Creating Great Experiences and Lasting Impressions

How do you grow a truly sustainable business in the hypercompetitive 21st century? By using the practical, psychology-based strategies in this book to dive into the mind of your customer and enhance your business’s customer experience by creating “buying loops” that keep your customers coming back for more.

The Customer Loyalty Loop includes proven, science-backed secrets for building legions of loyal customers who will become evangelists for your business, buy from you repeatedly, and actually enjoy doing business with you.

You will learn a wide variety of simple but powerfully effective strategies, such as:

  • How to stop using gimmicks and trick promotions to encourage repeat business, and what to do instead that will keep your customers coming back for more.
  • How to use the “Butler Secret” to achieve results superior to any marketing campaign or promotion you’ll ever dream up.
  • Why providing the best customer service isn’t enough anymore, and what you must do instead if you want your business to keep growing in the 21st century.
  • The “Bentley Strategy” that will immediately and dramatically increase customer loyalty to your business.
  • And many more proven tactics and strategies.

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