Customer Service: Books

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Here are some books about customer service:

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Customer Service: New Rules for a Social Media World (Que Biz-Tech)
By Peter Shankman

Que Publishing
Released: 2010-12-16
Paperback (208 pages)

Customer Service: New Rules for a Social Media World (Que Biz-Tech)
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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

 

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

CRC Press
Released: 1999-01-11
Paperback (143 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. ;
High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce
By Micah Solomon

AMACOM
Hardcover (208 pages)

High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce
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Product Description:
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.
The Ultimate Online Customer Service Guide: How to Connect with your Customers to Sell More!
By Marsha Collier

Marsha Collier
Hardcover (252 pages)

The Ultimate Online Customer Service Guide: How to Connect with your Customers to Sell More!
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  • 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.

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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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.

Assessing Service Quality: Satisfying the Expectations of Library Customers, Third Edition
By Peter Hernon & Robert E. Dugan

Alpha Pub House
Paperback (232 pages)

Assessing Service Quality: Satisfying the Expectations of Library Customers, Third Edition
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Academic and public libraries are continuing to transform as the information landscape changes, expanding their missions into new service roles that call for improved organizational performance and accountability. Since Assessing Service Quality premiered in 1998, receiving the prestigious Highsmith Library Literature Award, scores of library managers and administrators have trusted its guidance for applying a customer-centered approach to service quality and performance evaluation. This extensively revised and updated edition explores even further the ways technology influences both the experiences of library customers and the ways libraries themselves can assess those experiences. With a clear focus on real-world application, the authors
  • Challenge conventional thinking about the utility of input, output, and performance metrics by suggesting new ways to think about the evaluation and assessment of library services
  • Explain service quality and customer satisfaction, and demonstrate how they are separate but intertwined
  • Identify procedures for qualitatively and quantitatively measuring both service quality and satisfaction
  • Encourage libraries to take action by presenting concrete steps they can take to become more customer-centric
  • Offer a range of customer-related metrics that provide insights useful for library planning and decision making, such as surveys and focus groups
This book shows how to nurture an environment of continuous improvement through effective service quality assessment.
Internet Marketing University: Three Internet Marketing Business Ideas Perfect for Newbies
By Sean Levis

Released: 2017-07-18
Kindle Edition (171 pages)

Internet Marketing University: Three Internet Marketing Business Ideas  Perfect for Newbies
 
Product Description:
Who Else Wants to Start an Internet Marketing Business Even if You Only Have $10 in Your Pocket!

If you are interested in starting an online business, then you should read this bundle.

Inside you'll get:

FIVERR FLIPPING
- The step by step process on how to make money from absolute scratch
- How to find services to flip on Fiverr
- The exact service you should sell right now!
- How to properly set up your account
- How to write and create a product gig listing
- How to run a $5 customer into a $200 one!
- The secret sauce for making more money on Fiverr... Clue: it has something to do with video!
- How to approach customers that you want to upsell

AFFILIATE UNIVERSITY
- How to find good keyword to target for your website
- How to create a wordpress website from start to finish. Absolutely nothing left out!
- How to find the best product to promote. A product that matches your keyword.
- How to apply on-page seo tactics so you can rank your website as fast as possible!
- How to apply free backlinking methods to boos your website's seo points
- How to write a product review that turn your readers into customers

FACEBOOK SHOPIFY
There are only 3 steps that you need to do in order to make your income goal. It can all be breakdown into product selection, shopify store creation and then facebook ad promotion.

Remember this and you will never be hungry!

RESEARCH – SHOP CREATION – SELL STUFF ON FACEBOOK

1 – RESEARCH

The first thing that we need to do is find products that will SURELY SELL. I’ll teach you some techniques to know if a product is more likely to sell or not.

2 – SHOP CREATION

The next step is store creation. A lot of people get stuck in this part because they thought that it’s going to be super techie stuff.

Well I have good news for you. Just follow my instructions and you will have a fully set up store in 45 minutes or less.

3 – SELL STUFF ON FACEBOOK

Once you got your product and your store, it’s time to sell them via FACEBOOK ADS.I will teach you an idiot proof way of creating facebook ads! No need to be a genius to do it. It’s actually pretty simple once you tried it a few times.

DOWNLOAD YOUR COPY TODAY!
The New Rules of Sales and Service: How to Use Agile Selling, Real-Time Customer Engagement, Big Data, Content, and Storytelling to Grow Your Business
By David Meerman Scott

John Wiley Sons Inc
Paperback (304 pages)

The New Rules of Sales and Service: How to Use Agile Selling, Real-Time Customer Engagement, Big Data, Content, and Storytelling to Grow Your Business
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  • John Wiley Sons Inc
Product Description:
The essential roadmap for the new realities of selling when buyers are in charge

Sales and service are being radically redefined by the biggest communications revolution in human history. Today buyers are in charge! There is no more 'selling'—there is only buying. When potential customers have near perfect information on the web, it means salespeople must transform from authority to consultant, product narratives must tell a story, and businesses must be agile enough to respond before opportunity is lost.

The New Rules of Sales and Service demystifies the new digital commercial landscape and shows you how to stay ahead of the pack. Companies large and small are revolutionizing the way business gets done, and this book takes you inside the new methods and strategies that are critical to success in the modern market. Real-world examples illustrate the new marketplace in action, and demonstrate the brilliant utility of taking a new look at your customer and your business. This new edition has been updated to reflect the current reality of this rapidly-evolving sphere, with fresh strategies, new tools, and new stories. Whether you're an independent contractor, a multi-national corporation, a start-up, or a nonprofit, this book is your essential guide to navigating the new digital marketplace.

 David Meerman Scott provides up-to-the-minute analysis of the current state of the digital commercial landscape, plus expert guidance toward the concepts, strategies, and tools that every business needs now.

Among the topics covered in detail:

  • Why the old rules of sales and service no longer work in an always-on world
  • The new sales cycle and how informative Web content drives the buying process
  • Providing agile, real-time sales and service 24/7 without letting it rule your life
  • The importance of defining and understanding the buyer personas
  • How agile customer service retains existing clients and expands new business
  • Why content-rich websites motivate interest, establish authority, and drive sales
  • How social media is transforming the role of salesperson into valued consultant

Because buyers are better informed, and come armed with more choices and opportunities than ever before, everything about sales has changed. Salespeople must adapt because the digital economy has turned the old model on its head, and those who don't keep up will be left behind. The New Rules of Sales and Service is required reading for anyone wanting to stay ahead of the game and grow business now.



   

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