Annotation. This practical, real-world book presents the skills essential for success in customer service. It brings together a wealth of the best information from professional books and academic textbooks, and the authors broad consulting experience. Includes information on making optimum use of the Internet as a customer service professional. A clear, usable process is employed for developing the skills, attitudes, and thinking patterns needed to win customer satisfaction and loyalty. The process helps the reader develop: a heightened awareness of challenges and opportunities; tools for dealing with unhappy customers, using the power of customer expectations and creating loyalty; the ability to lead, expand, and empower the service process.

This is a student supplement to accompany: Customer Service: Career Success Through Customer Loyalty, 5/e Paul R. Timm, Brigham Young University ISBN: 0135063973

50 Simple Yet Effective Ways to Keep Customers Happy and Coming Back for More Ultimately, every successful enterprise must attract, serve, and win the loyalty of customers by providing worthwhile products and delivering excellent service. Getting and maintaining loyal customers affect an organization’s bottom line more than any ad campaign, marketing program, or PR effort. This book is designed to get all managers and employees thinking about the little things that can make all the difference. It’s a quick read—you can finish it in less time than it takes to deal with one customer complaint. And if you put the information within this book into action, you will be able to decrease customer complaints considerably. It’s packed with practical, applicable suggestions that can be put to work immediately, such as how to: Turn angry customers into lifelong clients Use a simple gesture to immediately put customers at ease Listen with more than your ears Easily give customers more than they expect Use negative feedback for positive action Managers and staff members alike can use this little manual to avoid the devastating ripple effects that turned-off customers can produce. It will easily show how everyone in a business, large or small, can creatively apply a constant flow of small, customer-centered innovations to create a consistent and persistent strengthening of your customer base.

This text provides a thorough overview and hands-on practice in the written communication skills essential for life and work success.

Career success comes to people who are good at giving correct information, developing strong working relationships, attracting and satisfying customers, working in teams, solving disputes, building consensus for decisions, picking other people’s brains for useful insights, conveying ideas, listening, and building networks of friends and coworkers. What is the common denominator in all these activities? They all involve the functions of communication: the ability to influence through, speaking, writing, interviewing, and group interaction skills. In fact, excellent communication skills can do more to accelerate a promising career than almost any other factor.

A Practical, Strategic Approach to Managerial Communication Managerial Communication: Strategies and Applications focuses on communication skills and strategies that managers need in today’s workplace. This book continues to be the market leader due to its strategic approach, solid research base, comprehensive coverage, balanced examination of oral and written communication, and focus on managerial, not entry-level, competencies. In the Sixth Edition, author Geraldine E. Hynes preserves the book’s key strengths while reflecting the realities of the contemporary workplace.

Practical techniques to help you learn how to turn angry customers into lifelong clients and keep the valued customers you already have.

Provides tips for holding successful meetings, including inviting the right people, running short meetings, preventing someone from taking over a meeting, and developing an agenda.