Books

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Customer Service from the Inside Out Made Easy

Author: Paul Levesque

The how-to manual for creating a customer experience that delivers a powerful competitive advantage.
Most customer service books describe what excellent customer service looks like and then tell you to go do the same. This book moves beyond describing what superior customer service looks like and spells out a process you can use to make it happen. It teaches you how to motivate your employees to personally focus on customer satisfaction, creating a chain reaction of contagious enthusiasm that gives businesses a huge competitive advantage and a surge in customer loyalty and sales. Paul Levesque's proven Customer Focus Process outlined in this book will help you achieve a powerful competitive edge.

Paperback: 304 pages (February 26, 2006)
Publisher: Entrepreneur Press
Language: English
ISBN: 1932531912

The Buzz: 50 Little Things That Make a Big Difference to Serve Your Customers

Author: David Freemantle

Book Description
Organisations that excel at service Buzz. Their people are switched on and they make it happen for customers. It is down to all the little things they get right. They focus on what counts and in the world of commerce as well as in public service there is only one person that counts, and that is the customer. "Get the First Five Seconds right"; The original Tom Peters-style fashion for customer service evolved into CRM (customer relations management) and as companies struggled to reduce costs, improve efficiency and enhance profits they allowed high-technology and computers to take over many of the traditional roles exercised by empowered and customer-friendly front-line people. Call centre, IVR (interactive voice recording) and Internet ordering became the order of the day. Empowered front-line employees were proving just too expensive and too unreliable to provide cost-effective customer service. In other words many companies lost the plot. "Make customers Laugh"; This book is aimed at stimulating senior executives, managers and front-line employees to re-examine the little things they do every day in relation to customers (external and internal).

Paperback: 126 pages (September 23, 2004)
Publisher: Nicholas Brealey Publishing Ltd
Language: English
ISBN: 1857883470

Customers That Count: How to Build Living Relationships with Your Most Valuable Customers (The Financial Times)

Author: Tony Cram

Book Description
" A wonderfully fresh look at CRM. Customers that Count starts with the theses that the nature of human relationship provides a model for creating business loyalty, then reviews important rules of friendship that will help you to build customer relationships. Filled with lots of valuable case histories, this is an idea-a-minute read." Frederick Newell, author of The New Rules of Marketing Securing repeat business from good customers through long-term loyal relationships is the key to generating profit. However, there are two key elements to this that most people ignore or misunderstand. First, the notion of "good customers". That means you have to concentrate on customers that count; the ones who deliver profits. Equally importantly, it means that you should learn to sack "bad customers"; the others who are destroying value. Second, the notion of "loyal relationships". A loyal relationship is one that lives and goes beyond the database. If you want these customers' loyalty, you have to treat them like valued human beings, not just numbers. This book is more than just another book on CRM. It goes beyond the concept of capturing customers into captivating them. In a world where consumer choice has never been greater, and where the cost of acquiring new customers is sometimes more than the value they bring in, you can't afford to treat all customers the same - the company that seems human will win. As customer value replaces cost control as the guiding principle of management, Tony Cram reveals how to manage the customers that count.

Unknown Binding 267 pages (May 31, 2001)
Publisher: Financial Times Prentice Hall
Language: English
ISBN: 0273654314

Designing the Customer-Centric organisation: A Guide to Strategy, Structure, and Process

Author: Jay R. Galbraith

Book Description
Designing the Customer-Centric organisation offers today’s business leaders a comprehensive customer-centric organisational model that clearly shows how to put in place an infrastructure that is organized around the demands of the customer. Written by Jay Galbraith (the foremost expert in the field of organisational design), this important book includes a tool that will help determine how customer-centric an organisation is- light-level, medium-level, complete-level, or high-level- and it shows how to ascertain the appropriate level for a particular institution. Once the groundwork has been established, the author offers guidance for the process of implementing a customer-centric system throughout an organisation. Designing the Customer-Centric organisation includes vital information about structure, management processes, reward and management systems, and people practices.

Hardcover 208 pages (May 13, 2005)
Publisher: Pfeiffer Wiley
Language: English
ISBN: 0787979198

Big Book of Customer Service Training Games: Quick, Fun Activities for Training Customer Service Reps, Salespeople and Anyone Else Who Deals with Customers (Big Book of Business Games)

Author: Peggy Carlaw, Vasudha Kathleen Deming

Book Description
Help your employees to excel in dealing with the public with this stimulating, fun-filled collection of customer service training games. Designed not only to teach important skills but also to spark enthusiasm and a high level of involvement in the participants, these games utilize entertaining and instructive techniques such as
role-playing, charades, brainstorming, and debate. As a result of these exercises, employees will learn how to create a rapport with the customer, how to focus on the unique needs of individual customers, how to maintain a positive attitude, and more.

Hardcover 209 pages (October 1, 1998)
Publisher: McGraw-Hill Education
Language: English
ISBN: 0070779740

The Experience!: How to Wow Your Customers and Create a Passionate Workplace

Author: Lior Arussy

Book Description
The Experience is the journey of Joseph Jacobs, a frustrated call center manager who is trying to deliver better service to customers despite a highly unmotivated staff. As he struggles to find his way, he discovers hidden secrets about delivering the most outrageously pleasing customer experiences by empowering his staff to be passionate about their work.
In an era where companies confuse technology spending with customer loyalty solutions, The Experience provides practical foundations that every company can implement immediately without any investment. The book makes for a fun, enticing read, yet is full of easy to understand and easy to implement principles to provide immediate impact on customer service and loyalty.
This is the book for those companies seeking a sustainable competitive advantage that can lock the customer into their companies for the longest period of time. It is not a book about how to manage the customer or how to create a brilliant ad campaign. The Experience is about building the organisation that can deliver the experience that makes customers stay with you for the longest period. It is about maximising revenues and profits through delivering an outstanding experience, one interaction at a time.

Hardcover 128 pages (November 1, 2002)
Publisher: R & D
Language: English
ISBN: 1578203066