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MerchantKit.com > Customer Service > Books
Here are some books about customer service:
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By Stephen Coscia
CMP
Paperback (144 pages)
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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. ;
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. |
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By Jim Sterne
Wiley
Paperback (368 pages)
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A comprehensive guide to taking full advantage of the Internet for customer care
A dynamic customer service Web site can dramatically increase customer loyalty and provide a competitive edge that all companies strive to achieve. But in order to run a successful site, you must know the latest technologies and understand how to integrate them into your business strategy. Written by internationally recognized Web marketing expert Jim Sterne, this book clearly explains these technologies and demonstrates how companies of all sizes can use them to create and maintain cutting-edge customer service sites.
Completely updated for today's technically-savvy readers, this Second Edition covers all the bases. You'll learn the steps needed to make the transition from your current customer support to the Web. You'll also find valuable information on how to improve your existing site in order to save money and provide better quality support. And with the help of numerous case studies from a variety of different industries, you'll discover how other companies create and maintain their Web sites.
This book will help you:
* Create a service plan that takes full advantage of the Web's potential
* Determine the best way to present your company's information on the Web
* Effectively manage e-mail
* Find out exactly what your customers want and measure their satisfaction
* Examine how others are using networked computer communications
* Utilize extranets to lock in customers and channel partners and lock out competitors
Visit our Web site at www.wiley.com/compbooks/ |
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By Peter Shankman
Que
Paperback (208 pages)
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Click Here | - ISBN13: 9780789747099
- Notes: BRAND NEW FROM PUBLISHER! 100% Satisfaction Guarantee. Tracking provided on most orders. Buy with Confidence! Millions of books sold!
Product Description:
Use Social and Viral Technologies to Supercharge your Customer Service! Using social media, you can deliver amazing customer service–and generate an army of fans who’ll promote you in good times, and rescue you from disaster. Now, legendary online marketing expert Peter Shankman shows you exactly how to do all that–without spending a fortune! Shankman draws on his immense experience as founder of the online growth company HARO and marketing consultant to multiple Fortune 500 clients. He presents straight-to-the-point solutions for building customer loyalty, trust, and credibility online–and rebuilding it when catastrophe strikes. Companies around the world are driving enormous value from online customer service at remarkably low cost. You can, too. Peter Shankman will show you how–step-by-step, right now! You’ll learn how to: • Organize a small, powerful social media team on a tight budget • Listen to what your customers, advisors, and markets are really saying • Make prospects feel like rock stars from the moment they find you • Choose online media that make the most sense for you • Avoid wasting time with platforms that won’t help you • Earn your customer’s loyalty, trust, and credibility • Learn from other companies’ viral “disasters” • Rebuild your credibility after you’ve taken a public “hit” online • Make sure everyone hears your customers when they compliment you • Capture all your customer knowledge–and use it in real time • Keep people talking–and not just about you |
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By Micah Solomon
AMACOM
Hardcover (208 pages)
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"In a world of mind-numbing choice and little loyalty, Micah reminds us why caring about your customers (and treating them that way) is not just something that feels good, it's good business." - SETH GODIN
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
"The 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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By Marsha Collier
Wiley
Hardcover (252 pages)
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Click Here | - ISBN13: 9780470637708
- Notes: BRAND NEW FROM PUBLISHER! 100% Satisfaction Guarantee. Tracking provided on most orders. Buy with Confidence! Millions of books sold!
Product Description:
Make your online customers happy—and create new ones—with this winning guideSocial 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. |
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By Jan Burnett
LCP Books
Released: 2011-04-17
Kindle Edition (36 pages)
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You Cannot Overstate The Importance of Customer Service!
Whatever size or type of business you own or work for, a key ingredient in its success is the quality of the customer service which is provided. Customer service involves all contact with people that are or have been customers of your business, and also everyone that approaches your business to enquire about the products or services which you offer.
Quality customer service is one of the main differences between the levels of success which businesses enjoy in any area of activity. Improving the quality of customer service which you provide usually costs very little and can have a strong, fairly quick impact on your bottom line. But, most people overlook its importance.
Changing or increasing your advertising involves a time lag while the new material is discussed and prepared. It will take time to have any effect.
Again, any improvement in your bottom line above the costs of the new advertising will take time to show up. Only the extra cost is certain.
But, anyone that takes even very small steps to improve the way that they and everyone in their business handles customer service will probably see some positive effects relatively quickly.
Most of the methods which are explained in this book will cost very little or nothing at all.
At only $9.99, reduced from the full £17.00 this package is a steal! Try it out at No Risk, 100% money Back Guarantee!
We truly hope you see the potential here, and realize how important this offer is! You can learn all of this virtually Risk Free!
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By Martin T. Focazio
AMACOM
Hardcover (320 pages)
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Companies that have Internet "departments" are dinosaurs, and the position of "Webmaster" is nearly extinct! In today's successful business model, the Internet isn't just an area of business -- it is a fundamental structure for how to do business. In highly-competitive companies, the "e-factor" pervades every aspect of operations. The E-Factor shows managers and executives how to succeed in this radically altered business landscape. It examines the revolutionary impact of Web technology on traditional business operations and how to exploit the technology to transform companies into "customer-centric" entities. The book supplies lucid answers to the strategic questions that businesspeople must ask, including:
-- How can we evolve to integrate the Internet and e-commerce universally?
-- Are we weaving the concept of "infostructure" into our business, thus managing information and knowledge on a real-time basis?
-- What business needs does our Web site address?
-- Does our site demonstrate real value to our target audience? |
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By Brett King
Marshall Cavendish Reference
Hardcover (400 pages)
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The financial crisis is just beginning for retail institutions. Ninety to ninety-five per cent of bank transactions are executed electronically today. The Internet, ATMs, call centres and smartphones have become mainstream for customers. But banks still classify these as alternative channels and maintain an organisation structure where Branch dominates thinking. Continued technology innovations, Web 2.0, social networking, app phones and mobility are also stretching traditional banking models to the limit. BANK 2.0 reveals why customer behaviour is so rapidly changing, how branches will evolve, why cheques are disappearing, and why your mobile phone will replace your wallet all within the next 10 years. |
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By Larry Fogli
Pfeiffer
Hardcover (315 pages)
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Customer Service Delivery taps into business, marketing, and psychological research and practices to provide a wealth of knowledge about customer service. With contributions from some of the best-known industrial and organizational psychology experts in customer service, this book brings together in one comprehensive resource a review of the best practices in customer service delivery. Customer Service Delivery also provides a framework for customer service as a process and an outcome. The authors address a wide range of topics that are crucial to today’s competitive business environment: customer expectations, loyalty satisfaction, product versus service delivery, measurement, brand equity, regional and cultural differences, and organizational impact. Customer Service Delivery explores human resource staffing practices and service delivery by including proven selection strategies for hiring top quality service workers, an analysis of the personality correlates of service performance, and a comprehensive review of assessment instruments that predict customer service performance. In addition, this important resource contains strategies and tactics to improve and manage service delivery and offers illustrative case examples of how organizations have successfully improved and managed customer service. |
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By Zhilin Yang
Center for Business and Economic Research
Released: 2009-04-01
Digital (33 pages)
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This digital document is an article from Journal of Business Strategies, published by Center for Business and Economic Research on September 22, 2008. The length of the article is 9794 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available immediately after purchase. You can view it with any web browser.
Citation Details
Title: Consumer perception of e-service quality: from Internet purchaser and non-purchaser perspectives.(Report)
Author: Zhilin Yang
Publication: Journal of Business Strategies (Magazine/Journal)
Date: September 22, 2008
Publisher: Center for Business and Economic Research
Volume: 25 Issue: 2 Page: 59(26)
Article Type: Report
Distributed by Gale, a part of Cengage Learning |
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