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Customer Service: Books

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Here are some books about customer service:

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Online Customer Service For Dummies?
By Keith Bailey

Brand: For Dummies
Paperback (273 pages)

Online Customer Service For Dummies?
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Who would wait two to three days for a response when you could go to anther site offering the same product and get an answer instantaneously? A strong foundation of customer service, therefore, is essential for online survival. Online Customer Service For Dummies explains how to survive.
Building a StoryBrand: Clarify Your Message So Customers Will Listen
By Donald Miller

HarperCollins
Released: 2017-10-10
Hardcover (240 pages)

Building a StoryBrand: Clarify Your Message So Customers Will Listen
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New York Times bestselling author Donald Miller uses the seven universal elements of powerful stories to teach readers how to dramatically improve how they connect with customers and grow their businesses.

Donald Miller’s StoryBrand process is a proven solution to the struggle business leaders face when talking about their businesses. This revolutionary method for connecting with customers provides readers with the ultimate competitive advantage, revealing the secret for helping their customers understand the compelling benefits of using their products, ideas, or services. Building a StoryBrand does this by teaching readers the seven universal story points all humans respond to; the real reason customers make purchases; how to simplify a brand message so people understand it; and how to create the most effective messaging for websites, brochures, and social media. Whether you are the marketing director of a multibillion dollar company, the owner of a small business, a politician running for office, or the lead singer of a rock band, Building a StoryBrand will forever transform the way you talk about who you are, what you do, and the unique value you bring to your customers.

The Ultimate Online Customer Service Guide: How to Connect with your Customers to Sell More!
By Marsha Collier

Wiley
Released: 2010-12-15
Kindle Edition (257 pages)

The Ultimate Online Customer Service Guide: How to Connect with your Customers to Sell More!
 
Product Description:
Make your online customers happy—and create new ones—with this winning guide

Social media gives you an unparalleled vehicle for connecting and engaging with an unlimited number of customers. Yet this vehicle is different than other, more impersonal forms. With social media, reps become part of their customers' lives. They follow back. They handle complaints immediately. They wish customers "happy birthday." They grow their brands by involving themselves in communities.

The Ultimate Online Customer Service Guide gives you the keys to authentic and engaged service to customers through social media. Using a blend of case studies, a primer on classic online customer service, and instructions on how to execute quality customer service, this book enables you to access the opportunities that social media presents as a means of serving customers.

  • Authentically use social media to connect with customers to boost your bottom line
  • Attract new customers through your online presence
  • Achieve higher GMS (Gross Merchandise Sales) with quality customer service

Social media gives you a new and growing realm to distinguish your business. Create a productive presence in this interactive space with The Ultimate Online Customer Service Guide.

eCommerce Best Practices - How to market, sell, and service customers with internet technologies
By Thomas M McFadyen

McFadyen Solutions
Paperback (366 pages)

eCommerce Best Practices - How to market, sell, and service customers with internet technologies
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The eCommerce market is getting crowded. Thousands of organizations put up a shopping cart for about $20 per month, but a few dozen exceed a billion dollars per year of eCommerce revenue. In this increasingly competitive eCommerce market the best practices separate the highly profitable, high growth businesses from masses. This book provides tools for organizations at different points along the rapidly evolving eCommerce spectrum. eCommerce Best Practices compiles valuable lessons learned by the professionals at McFadyen Solutions who have implemented over 100 large-scale eCommerce sites over past decade. Many of these sites have over 1,000,000 SKU s, 1,000,000 users, 1,000,000 dollars/day sales, 1,000,000 order-items shipped per day, and 1,000,000 web assets under management.
Customer Service Over the Phone: Techniques and Technology for Handling Customers Over the Phone
By Stephen Coscia

Routledge
Released: 1999-01-11
Paperback (142 pages)

Customer Service Over the Phone: Techniques and Technology for Handling Customers Over the Phone
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Exceptional customer service is crucial to a successful phone-based business. Quality service can secure customer loyalty, while poor service can lose it. This concise guide examines every important scenario that a customer service representative is likely to encounter and shows how to best handle each situation. It also explains how to make effective use of voice mail, email, fax, and letters. ;
Managing Customer Value: Creating Quality and Service That Customers Can Se
By Bradley Gale

Brand: Free Press
Released: 2010-07-13
Paperback (432 pages)

Managing Customer Value: Creating Quality and Service That Customers Can Se
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Even today with quality improvement the battle cry of American industry, the quality programs in most companies are limited to "conformance to technical standards," according to quality expert Bradley Gale. While some have ventured a step farther to measure customer satisfaction, few of them, Gale demonstrates, have attempted to track market-perceived "quality" -- how buyers select among competing suppliers, why orders are won or lost, and which competitors are succeeding in which market segments.

Using cases including Milliken & Company; AT&T, United Van Lines, and Gillette, Gale shows how leading-edge companies have gone beyond the minimal achievements of conformance quality and customer satisfaction to focus on the third, higher stage, "market-perceived quality versus competitors" and aspire to an emerging fourth stage, "true strategic management." Drawing on his extensive research at AT&T, Johnson & Johnson, Parke-Davis, and other world-class companies, Gale provides new metrics for market-perceived quality that are straightforward and easy to interpret. His set of seven integrative tools for customer value analysis makes up the heart of the "war room wall" to help guide business-unit teams in their effort to outperform competitors in satisfying customers. The great value of these tools is that they are derived from a future-oriented strategic navigation system that tracks competitive information and market-perceived quality. Learning to master this system accelerates customer satisfaction from a slogan to a science and leads ultimately to true strategic management -- the fourth stage of Total Quality Management.

The processes described in this book provide an insider's perspective on the criteria of the Baldrige Award. Bradley Gale's insights and innovative methods for defining, measuring, and improving market-perceived quality will create an entirely new thrust for the worldwide quality movement.
Customer Service on the Internet: Building Relationships, Increasing Loyalty, and Staying Competitive
By Jim Sterne

Wiley
Paperback (352 pages)

Customer Service on the Internet: Building Relationships, Increasing Loyalty, and Staying Competitive
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Imagine a Web-based customer-service operation ready to meet your customer's needs, 24 hours a day, 7 days a week.

Now imagine that this service provides more information, in less time, at a lower cost than your current customer-service operation. Find out how you can do all this and more with Customer Service on the Internet.

Writing for customer-service and marketing managers, Jim Sterne shows just how quick and easy it is to set up a state-of-the-art customer-service operation on the Web. He clearly explains all the strategic and business issues involved, and, with the help of detailed real-life case studies, demonstrates what really works.

This book also shows you how to:

  • Cut down on phone support by publishing useful product information on the Web.
  • Organize information and make it readily available to customers.
  • Manage e-mail and online forums to improve customer loyalty.
  • Make it easy for your customers to answer their own complex questions.
  • Create inexpensive electronic focus groups.

Visit our Web site: http://www.wiley.com/compbooks/

Practical Guide for Digital Marketing: Seven steps to engage your customers, get new ones, increase your sales, and build a winning digital marketing strategy
By Claudio Torres

The Digital Enablers Books
Released: 2018-10-30
Kindle Edition (104 pages)

Practical Guide for Digital Marketing: Seven steps to engage your customers, get new ones, increase your sales, and build a winning digital marketing strategy
 
Product Description:
This book is a practical guide for your business use digital marketing, with seven straightforward steps to engage your customers, get new ones, increase your sales, and build a winning digital marketing strategy.

Why read this book?

We all use email, search on Google, visit websites, buy on online shops, and use social networks like Facebook, Twitter or LinkedIn. However, the Internet and digital technologies enter so quickly into our everyday lives that it is easy to forget an important fact: Our customers also use the Internet, smartphones and digital technologies. Maybe more than us.

If you don´t, you need to understand that consumers have taken it over. Social media, blogs, social networks, collaborative websites, apps, and games, have changed forever the way customers relate to companies, brands, and products.

Consumers now have mobile devices and powerful search tools, which can find products, services, or show them where the nearest shops are. Blogs, podcasts, and YouTube videos have become the primary source of information for many people, especially those who like to talk about brands and products and comment on their experiences. Social networks have become a constant channel of communication between customers who mention details about what they buy, how they use it and what they thought of it.

Also, it has never been easier to create an online shop. E-commerce has become so popular because any newly created company can compete on product and services sales against large commercial brands that have invested in well-located stores.

The digital revolution can be a scary scenario for anyone who runs a business, and if you are struggling with its effects on your market, be aware of using it to your advantage. If you had not yet come to this point, wake up before it's too late.

You need to make the most of the opportunities, created by the Internet and digital technologies. You need to be online to acquire new customers and grow your business. Moreover, it would be best if you worked to avoid losing your current customers to new online competitors. For all these, I will show you a set of steps to fight back and put you in a winning position at the digital revolution.

To leverage the Internet for your business without wasting money or resources, and to establish a more permanent competitive advantage, you need steps that lead you to a coherent, efficient, and effective strategy for making the Internet your primary business ally - today, tomorrow and forever., and that is the point of this book.

This book shows you seven steps to use digital marketing to engage your customers, get new ones, increase your sales, and build a winning digital marketing strategy.
The Conversation Engine
By Stephen Parker

Released: 2017-11-22
Kindle Edition (60 pages)

The Conversation Engine
 
Product Description:
We're standing on the verge of the next customer service revolution
Communication technologies are advancing, and as they advance - they converge. But how can we blend the human touch with technology?
AI, chatbots and automation are driving new ways to communicate. A new frontier of comms is emerging, and the lines between human and robotic roles are blurring.

We investigate what comes next for companies and their customers alike. Authored by our CEO, and with contributions from leaders across the tech world, The Conversation Engine explores the future of customer service.

Interviews inside:
Jo Causon, CEO, The Institute of Customer Service
Bob Muglia, CEO, Snowflake
Sarah Adams, Cyber Risk Specialist, PolicyBee
Doug Collins, User Experience Engineer, Trust Company of America
Michelle Mills-Porter, CEO, Ensize UK
Patrick Charlton, Director & Co-Founder, Buzz Radar
Jennifer Appleton, Operations Manager, ISO Quality Services Ltd
Nathan Walters, Digital Marketing Manager, Parker Software
Claire Williams, Senior HR Consultant, Fitzgerald HR
Graeme Gordon, CEO, IFB
Johannes Petrowisch, Global Partner and Business Development Manager, COPA-DATA
Claire Leigh, Director, Brampton Recruitment
Mark Wheatley, UX Designer, Parker Software
Andras Kenez, Lecturer, Staffordshire University
Alexandru Voica, Technology Communications Manager, Ocado Technology
Stephen Parker, CEO, Parker Software
High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce
By Micah Solomon

AMACOM
Released: 2012-05-23
Hardcover (208 pages)

High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce
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STEVE WOZNIAK, Apple co-founder: "Micah Solomon conveys an up-to-the minute and deeply practical take on customer service, business success, and the twin importance of people and technology."
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
SETH GODIN: "It's hard to imagine an organization with front line employees that won't benefit from the ideas in this book."
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .
"Clearly the best book on customer service management written in the last decade." Professor Frank Allen Philpot, George Mason University School of Management
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
HONORS RECEIVED:
-SETH GODIN's "Must-Read Reading List,"Late Spring 2012 
-CIO Magazine: "Must-read, Summer 2012"
-Readitfor.me:"The 8 new business books you need to read NOW"
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Description: In an age of social media, smartphones, self-service, and six-second attention spans, High-Tech, High-Touch Customer Service throws your business a lifeline. Today's customers are a hard bunch to crack. Time-strapped, screen-addicted, value-savvy, and socially engaged, their expectations are tougher than ever for a business to keep up with. They are empowered like never before and expect businesses to respect that sense of empowerment--lashing out at those that don't.

Take heart: Old-fashioned customer service, fully retooled for today's blistering pace and digitally connected reality, is what you need to build the kind loyal customer base that allows you to survive--and thrive. And High-Tech, High-Touch Customer Service spells out surefire strategies for success in a clear, entertaining, and practical way. Discover:

* Six major customer trends and what they mean for your business
* Eight unbreakable rules for social media customer service
* How to effectively address online complainers and saboteurs on Yelp, Twitter, TripAdvisor, and other forums for user generated content
* The rising power of self-service--and how to design it properly
* How to build a company culture that breeds stellar customer service 


High-Tech, High-Touch Customer Service
reveals inside secrets of wildly successful customer service initiatives, from Internet startups to venerable brands, and shows how companies of every stripe can turn casual customers into fervent supporters who will spread the word far and wide--online and off. 


About the Author

"A new guru of customer service excellence is Micah Solomon."-- The Financial Post

MICAH SOLOMON, a successful entrepreneur and business leader, is a top keynote speaker and consultant on customer service, sales, and marketing issues, the customer experience, and company culture for our digitally connected times. He co-authored the bestselling Exceptional Service, Exceptional Profit and his expertise has been featured in Fast Company, Bloomberg BusinessWeek, Inc. Magazine, Forbes.com, NBC and ABC television programming, and elsewhere.


   

 
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