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Customer Service
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Hey, I'm The
Customer - $13.00
No jargon, no complicated
theories—just
the straight facts for people who deal with customers every day,
face to face or on the phone. Ron Willingham provides an
easy-to-follow, step-by-step process for achieving total
customer satisfaction. A power-packed book written from the
customer's viewpoint:
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"Let me know that
you think I'm important."
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"Please listen to me
and understand me."
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"Try to understand
my problem from my viewpoint."
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"Solve my problems
and you'll enjoy my loyalty forever!"
Front line tips for providing
superior customer service.
(194 pages)
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Delivering Legendary Customer Service - $14.95
Your guide to creating the same great service experience as the world’s
customer service leaders, every single day, one customer at a time. It looks
at the best practices of legendary customer service in a step-by-step
program that you can put to work in your own organization
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Communicate with your customers
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Create a quality service experience
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Handle difficult situations with class
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Manage a service-driven team
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Learn how to execute
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Turn your whole company into the customer service team
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Take care of your most important customer
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The seven steps in this book are a blueprint for building a total service
culture, and gaining the market success and personal growth that come with
it.
Author, Rich
Gallagher is an experienced customer service executive and corporate trainer
who has been called "one of the founding fathers of modern customer
support." (195 pages)
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Sales Techniques & Shopper Psychology
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Why We Buy
- The Science of Shopping - $15.00
No matter which point of view you’re coming from, shopper or shopkeeper,
you’ll find these tips often funny, sometimes provocative and almost always
usable. This book truly covers the "science of buying" from a well placed
shopping cart to the kind of signage that turns browsers into buyers. In
his quest to discover what makes the contemporary consumer tick, Paco Underhill
explains the shopping phenomena that often go unnoticed by retailers, including:
• What the
"butt-brush factor" is and how it can make sales plummet
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How the "boomerang effect" makes product placement ever more challenging
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Why We Buy is a remarkably
fresh guide, offering creative and insightful tips on how to adapt to the
changing customer. (248
pages)
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Why Customers Come Back - $15.99
Why Customers Come Back is not about slogans, banners, or promotions. It is
about discovering and utilizing specific activities that will make your
customers buy again and again... and tell the world why everyone else should
buy from you too! It isn't until a customer buys from you a second, third, or
fourth time that you actually see any profit. So learning how to retain
customers is far more important and profitable than chasing new ones. Even a
seemingly negligible increase in repeat business—just five percent—produces
a whopping 60 percent increase in profits.
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Manzie Lawfer,
a seasoned sales consultant,
describes what motivates customers to do business with a company, and how
companies can use that information to create a customer base that returns to
do business again and again. After studying customers and their buying habits
for nearly 30 years, Lawfer developed five principles that determine customer
loyalty. By putting these principles in a concise form, he shows readers
how to properly apply them to increase customer loyalty.
(207 pages)
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