Tag Archives: Service

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.

Click Here For More Information

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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Customer Service Training for Service Technicians (Customer Sevice Training Series)

Repairing the equipment is just part of the job for a good technician. You must also “repair” the relationship with the customer. Customer Service Training for Service Technicians provides you with customer service training focused on the role of the technician. Learn how to use your interpersonal skills to create long lasting customers. Even more important, learn how to leverage service to bring in new customers to your retail business and also generate additional revenue as well. All this and more is covered in Customer Service Training for Service Technicians

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Customer Service at a Glance: A practical guide for frontline employees and small business managers

Simple. Practical. Straightforward. Do these three words describe your ideal customer service book? Are you looking for a book that breaks down concepts and relates them to the workaday situations confronting customer service employees? Then, here is one.

Customer Service at a Glance is a practical book to help frontline employees and small business managers appreciate the principles of customer service and begin to apply them in their relationship with customers. Written in easy and motivational style, the book guides the reader on how to project a winning, professional image that resonates with customers and shows what works best in various service contexts such as face-to-face interactions, telephone conversations, email communication and service failures. It also offers an easy-to-apply formula for making dissatisfied customers happy again.

Frontline employees play a critical role in the ability of organisations to win and retain profitable customers. The book clearly shows how the simplest actions of customer-facing employees can impact the fortunes of their employers. It, therefore, keeps a sharp focus on acceptable attitude and behaviour at the frontline.

Based on the author’s nearly two decades of working with customers and frontline employees, the book also offers insightful examples of actions and statements that frontline employees must avoid in order not to alienate customers.

Managers of small businesses and employees in customer-facing roles in the banking, ICT, aviation, telecommunications, hospitality and retailing sectors will find the book a veritable companion that guides and motivates them to “create” happy, loyal, profitable customers. Those who are considering similar jobs will equally find in the book a good preparation material.

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Customer Service: A Practical Approach (6th Edition)

The market-leader, Customer Service: A Practical Approach, Sixth Edition,goes beyond providing reasons why customer service is important to defining proven methods for creating customer service excellence. Using a hands-on approach, it covers a wide range of knowledge and skills and offers an extensive collection of activities to enliven and invigorate any lecture. This edition features a revised chapter on technology, new Ethics in Action exercises and coverage of the latest trends in the customer service field. Focusing on problem solving, communication strategies and technology, this classic text pinpoints the skills needed to improve and sustain customer satisfaction and business relationships.

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Customer Service: A Practical Approach (6th Edition)

The market-leader, Customer Service: A Practical Approach, Sixth Edition,goes beyond providing reasons why customer service is important to defining proven methods for creating customer service excellence. Using a hands-on approach, it covers a wide range of knowledge and skills and offers an extensive collection of activities to enliven and invigorate any lecture. This edition features a revised chapter on technology, new Ethics in Action exercises and coverage of the latest trends in the customer service field. Focusing on problem solving, communication strategies and technology, this classic text pinpoints the skills needed to improve and sustain customer satisfaction and business relationships.

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The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations

The worst customer situations demand more of front-line employees than good intentions and the right attitude. These kinds of issues can send seasoned service professionals into red alert, and require the communication skills of a crisis counselor. “The Customer Service Survival Kit” explains how to use the right words to turn volatile scenarios into calm and productive customer encounters. Anyone can learn this delicate art with the book’s blend of clear techniques, lessons from behavioral science, case studies, situation-specific advice, and practice exercises. Readers will discover: the power of leaning into criticism; trigger phrases that can make bad situations worse; the secret to helping people feel deeply heard in a crisis; how to use the divide-and-conquer approach to safely deliver bad news; indispensable problem-solving tools; how to become immune to intimidation; how to wrap up transactions so that customers are happy; and more! Best yet, learning to handle worst-case scenarios has the spillover effect of boosting the skills and confidence needed to deal effectively with any customer – the key to radical improvements in every organization.

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