Customer Service: Books

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Here are some books about customer service:

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Building a StoryBrand: Clarify Your Message So Customers Will Listen
By Donald Miller

HarperCollins Christian Pub.
Released: 2017-10-10
Hardcover (240 pages)

Building a StoryBrand: Clarify Your Message So Customers Will Listen
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Product Description:

New York Times best-selling author Donald Miller uses the seven universal elements of powerful stories to teach listeners 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 listeners 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 listeners 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.

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The Customer Support Handbook: How to Create the Ultimate Customer Experience For Your Brand
By Sarah Hatter

CoSupport
Released: 2014-03-20
Kindle Edition (204 pages)

The Customer Support Handbook: How to Create the Ultimate Customer Experience For Your Brand
 
Product Description:
"Customer service is no longer just a job but a bonafide career path, and this book is your undergraduate degree.” - Richard White, Founder and CEO of UserVoice

How do you hire the best support team? What’s the best use of social media for support and service? Should we apologize for the inconvenience? The web’s leading experts are ready to share our answers and experience with everyone, plus share stories and radical advice for building your own exceptional customer experience. In The Customer Support Handbook, leaders in customer support bring their stories of brand failures, triumphs and best practices for support on the web. Finally, all you need to create your own amazing support team in one handy-dandy manual.

If you’re a CEO Or Founder:
This book is your primer on the future of customer support - not just offering transactional service but intentionally striving to make your company’s customer service the new gold standard. Learn about the importance of engaging your customer support team with your product development, how to really measure customer happiness, and why you should be investing in your support staff as your top rung employees.

If you’re a customer support professional:
This book is your validation, your reminder that what you do for a living is an important part of product development and the future of the web. Learn tips and tricks for offering the best customer support possible, including example replies for tough questions, recommendations on better language and tone to use in social media, and advice on handling difficult customers.
Emergency Care and Transportation of the Sick and Injured (Book & Navigate 2 Essentials Access)
By American Academy of Orthopaedic Surgeons (AAOS)

imusti
Paperback (1581 pages)

Emergency Care and Transportation of the Sick and Injured (Book & Navigate 2 Essentials Access)
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  • Jones Bartlett Learning
Product Description:
In 1971, the American Academy of Orthopaedic Surgeons (AAOS) published the first edition of Emergency Care and Transportation of the Sick and Injured and laid the foundation of EMS training. Today, the Eleventh Edition transforms how EMS education is delivered throughout the world and helps develop world-class EMS providers around the globe..

Based on the National EMS Education Standards and the 2015 CPR/ECC Guidelines, the Eleventh Edition offers complete coverage of every competency statement with clarity and precision in a concise format that ensures students' comprehension and encourages critical thinking. New cognitive and didactic material is presented, along with new skills and features, to create a robust and innovative EMT training solution.
Today, the AAOS suite of EMS educational resources, from first aid and CPR to critical care transport, is the gold standard in training programs by offering exceptional content and instructional resources that meet the diverse needs of today's educators and students.
Current State-of-the-Art Medical Content
The Eleventh Edition aligns with current medical standards--from PHTLS to NASEMSO--and incorporates evidence-based medical concepts to ensure students and instructors have accurate, insightful interpretation of medical science as it applies to prehospital medicine today.
Application to Real-World EMS
Through evolving patient case studies in each chapter, the Eleventh Edition gives students real-world context to apply the knowledge gained in the chapter, clarifying how the information is used to care for patients in the field, and pushing students to engage in critical thinking and discussion.
A Foundation for Life
The Eleventh Edition is built on the premise that students need a solid foundation in the basics and then appropriate reinforcement. The Eleventh Edition provides students with a comprehensive understanding of anatomy, physiology, pathophysiology, and medical terminology. Concepts are briefly reviewed within related subsequent chapters, solidifying the foundational knowledge and offering a context when studying specific emergencies.

Patient Assessment, a critical topic, is presented as a single, comprehensive chapter, to ensure students understand patient assessment as a single, integrated process--the way providers actually practice it in the field. Core concepts of Patient Assessment are reinforced in clinical chapters, where the unique aspects of the illness or injury are highlighted.
Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media
By Dan Gingiss

CreateSpace Independent Publishing Platform
Paperback (183 pages)

Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media
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Product Description:

This is the kind of book that you don’t read once; you read it forever.—Jay Baer, president of Convince and Convert and author of Hug Your Haters: How to Embrace Complaints and Keep Your Customers

Social media has changed customer service forever. It has shifted power from brands to consumers, requiring a different way of thinking about customer engagement.

Dan Gingiss has interviewed dozens of business leaders on his podcast, Focus on Customer Service. From those conversations and his own real-world experience at multiple Fortune 300 companies, Gingiss has developed a series of best practices called “8 Steps to Winning at Social Customer Care.”

Learn how to:

  • navigate social media’s growing role in the overall customer experience
  • develop your own Social Customer Care Philosophy
  • decide which technology provider fits with your company
  • recruit and train a stellar team of social customer service agents
  • establish a scalable process, including crisis management and proactive customer service
  • integrate Social Customer Care with the rest of your business

Gingiss gives you an invaluable glimpse at how top brands are “winning” at customer service in social media, and provides the tools for you to do the same at your company.

Customer Service Over the Phone: Techniques and Technology for Handling Customers Over the Phone
By Stephen Coscia

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

Customer Service Over the Phone: Techniques and Technology for Handling Customers Over the Phone
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Product Description:
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. ;
Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days
By Joey Coleman

Portfolio
Released: 2018-04-03
Hardcover (368 pages)

Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days
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Product Description:
Award-winning speaker and business consultant Joey Coleman teaches audiences and companies all over the world how to turn a one-time purchaser into a lifelong customer.

Coleman's theory of building customer loyalty isn't about focusing on marketing or closing the sale: It's about the First 100 Days® after the sale and the interactions the customer experiences.

While new customers experience joy, euphoria, and excitement, these feelings quickly shift to fear, doubt, and uncertainty as buyer's remorse sets in. Across all industries, somewhere between 20%-70% of newly acquired customers will stop doing business with a company with the first 100 days of being a new customer because they feel neglected in the early stages of customer onboarding.

In Never Lose a Customer Again, Coleman offers a philosophy and methodology for dramatically increasing customer retention and as a result, the bottom line. He identifies eight distinct emotional phases customers go through in the 100 days following a purchase. From an impulse buy at Starbucks to the thoughtful purchase of a first house, all customers have the potential to experience the eight phases of the customer journey. If you can understand and anticipate the customers' emotions, you can apply a myriad of tools and techniques -- in-person, email, phone, mail, video, and presents -- to cement a long and valuable relationship.

Coleman's system is presented through research and case studies showing how best-in-class companies create remarkable customer experiences at each step in the customer lifecycle.

In the "Acclimate" stage, customers need you to hold their hand and over-explain how to use your product or service. They're often too embarrassed to admit they're confused. Take a cue from Canadian software company PolicyMedical and their challenge of getting non-technical users to undergo a complex installation and implementation process. They turned a series of project spreadsheets and installation manuals into a beautiful puzzle customers could assemble after completing each milestone.

In the "Adopt" stage, customers should be welcomed to the highest tier of tribal membership with both public and private recognitions. For instance, Sephora's VIB Rogue member welcome gift provides a metallic membership card (private recognition) and a members-only shade of lipstick (for public display).

In the final stage, "Advocate," loyal customers and raving fans are primed to provide powerful referrals. That's how elite entrepreneurial event MastermindTalks continues to sell-out their conference year after year - with zero dollars spent on marketing. By surprising their loyal fans with amazing referral bonuses (an all-expenses paid safari?!) they guarantee their community will keep providing perfect referrals.

Drawing on nearly two decades of consulting and keynoting, Coleman provides strategies and systems to increase customer loyalty. Applicable to companies in any industry and of any size (whether measured in employee count, revenue, or total number of customers), implementing his methods regularly leads to an increase in profits of 25-100%.

Working with well-known clients like Hyatt Hotels, Zappos, and NASA, as well as mom-and-pop shops and solo entrepreneurs around the world, Coleman's customer retention system has produced incredible results in dozens of industries.

His approach to creating remarkable customer experiences requires minimal financial investment and will be fun for owners, employees, and teams to implement. This book is required reading for business owners, CEOs, and managers - as well as sales and marketing teams, account managers, and customer service representatives looking for easy to implement action steps that result in lasting change, increased profits, and lifelong customer retention.
ESV Study Bible
By ESV Bibles by Crossway

Crossway Books
Multicolor Hardcover (2752 pages)

ESV Study Bible
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  • Crossway Books
Product Description:

Over 1 Million Copies Sold

Winner of the ECPA Book of the Year Award

The ESV Study Bible was designed to help you understand the Bible in a deeper way.

Extensive study notes, charts, maps, and articles make this study Bible a valuable resource for serious readers, students, and teachers of God’s Word.

- 20,000+ study notes
- 80,000+ cross–references
- 200+ charts
- 50+ articles
- 240 full-color maps and illustrations
- Size: 6.5" x 9.25"
- 2,752 pages
- Single-column Bible text (9-point type); double-column notes (7-point type)
- Black letter text
- Smyth-sewn binding

Jab, Jab, Jab, Right Hook: How to Tell Your Story in a Noisy Social World
By Gary Vaynerchuk

Gary Vaynerchuk
Released: 2013-11-26
Hardcover (224 pages)

Jab, Jab, Jab, Right Hook: How to Tell Your Story in a Noisy Social World
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  • Jab Jab Jab Right Hook How to Tell Your Story in a Noisy Social World
Product Description:

New York Times bestselling author and social media expert Gary Vaynerchuk shares hard-won advice on how to connect with customers and beat the competition. A mash-up of the best elements of Crush It! and The Thank You Economy with a fresh spin, Jab, Jab, Jab, Right Hook is a blueprint to social media marketing strategies that really works. 

When managers and marketers outline their social media strategies, they plan for the “right hook”—their next sale or campaign that’s going to knock out the competition. Even companies committed to jabbing—patiently engaging with customers to build the relationships crucial to successful social media campaigns—want to land the punch that will take down their opponent or their customer’s resistance in one blow. Right hooks convert traffic to sales and easily show results. Except when they don’t.

Thanks to massive change and proliferation in social media platforms, the winning combination of jabs and right hooks is different now. Vaynerchuk shows that while communication is still key, context matters more than ever. It’s not just about developing high-quality content, but developing high-quality content perfectly adapted to specific social media platforms and mobile devices—content tailor-made for Facebook, Instagram, Pinterest, Twitter, and Tumblr.

Expert Secrets: The Underground Playbook for Creating a Mass Movement of People Who Will Pay for Your Advice
By Russell Brunson

Morgan James Publishing
Paperback (302 pages)

Expert Secrets: The Underground Playbook for Creating a Mass Movement of People Who Will Pay for Your Advice
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  • "Expert Secrets Is The Map That Will Allow You To Turn Your Specialized Knowledge, Talents and Abilities Into A Business That Will Work For You! This Is One Of The Shortcuts of The New Rich" - Robert Kiyosaki
  • Build a mass movement of people whose lives you can affect.
  • The best sales & marketing funnels you have ready made for any product you want to sell online.
Product Description:
“Best book ever for marketing your business. And not just for online marketing. This book goes into so much detail and is perfect for any business. How to tell stories to make sales. How to be the EXPERT in your Niche.”
― J. Paterson, Amazon Customer

“Jam packed with step by step advice to create a sales webinar, generate more leads, and close high ticket coaching clients. ”
― JulzB, Amazon Customer

“This book is incredible for Marketers, Sales people, Entrepreneurs and Online Influencers.”
― Luca Nuñez, Amazon Customer

“I lost $$thousands more running ads trying to figure out what I was missing... until I came across this book.”
― Nicole, Amazon Customer

Find Your Message, Build A Tribe, And Change The World...

Founder of Click Funnels, Russell Brunson shares how he’s sold close to $400 million by building a mass movement of entrepreneurs who paid to hear his message.

It doesn’t matter what message, product, or service you are selling online, if you don’t build a mass movement of people who will pay to hear your mes- sage, it’s unlikely you will achieve success.
Expert Secrets Will Help You Too

  • Find your voice and give you the confidence to become a leader...
  • Build a mass movement of people whose lives you can affect...
  • Make this calling a career, where people will pay you for your advice...

    Your message has the ability to change someone’s life.

    The impact that the right message can have on someone at the right time in their life is immeasurable.

    It could help to save marriages, repair families, change someone’s health, grow a company or more...

    But only if you know how to get it into the hands of the people whose lives you have been called to change.

    Expert Secrets will put your message into the hands of people who need it.

    Russell Brunson is a serial entrepreneur who started his first online company while he was wrestling at Boise State University. Within a year of graduating he had sold over a million dollars worth of his own products and services from his basement!

    For over 10 years now Russell has been starting and scaling companies online. He owns a software company, a supplement company, a coaching company, and is one of the top super affiliates in the world.

    Expert Secrets was created to help entrepreneurs around the world to start, promote and grow their companies online.



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