Advertisement
| communication and customer service: The Customer Communication Formula Charlotte Purvis, 2020-12-11 A Tried, True, and Tested Formula to Increase Customer Satisfaction and Boost Your Brand One conversation with a client changed everything for the author, Charlotte Purvis: We do not want the people answering the phones to sound like they are just sitting around at home talking to their family and friends. That statement was the catalyst for Charlotte Purvis to develop the 3-F Customer Communication Formula. Friendly + Formal + Focused = Customer Service Success This Formula helped her clients create an environment where Customer Service Professionals (CSPs) spoke in a manner that customers would know they were contacting a Best-in-Class Contact Center, instead of someone sitting at home chatting on the phone with their family and friends. That conversation with the client was over 20 years ago, and since then Charlotte Purvis has coached and trained hundreds of Customer Service Professionals using her 3-F Customer Service Formula. As a result, literally millions of customers have benefited from the service they've received based on this formula. Customer Service Professionals include advisors, agents, consultants, assistants, specialists, representatives, coordinators, sales enrollment specialists, and basically anyone who communicates with customers. In a world that is becoming increasingly more competitive, when anyone can start a business with a website and a product idea, and when more customers are buying online than ever before, outstanding customer service will set you apart from your competition. There is no question that investing in improving your customer service will pay dividends in the long term. This book is for Customer Service Professionals, Corporate Leaders, Small Business Owners, Faith Community Leaders, Managers, Supervisors, Trainers, Coaches, Subject Matter Experts, Government Agencies, Non-profit Organizations, and anyone interested in customer communication and customer service success. Here's some of what you will discover in this book: Three key words that Customer Service Professionals and Leaders need to know-and that have been successfully used to assist millions of customers. The Three Phases of Customer Interactions-Connection, Conversation, and Closure-and how to apply the 3-F Formula to each phase. How to speak the language of customer service, manage challenging situations, and offer each customer an excellent experience. 10 Statements Every Organization Needs in order to develop a custom approach to Customer Service. How to provide Extreme Customer Service, especially during a global crisis. Success Stories about how the 3-F Customer Communication Formula has helped clients reach and exceed their customer service goals. The Charlotte Purvis Story about how she took lessons learned in her beloved Tuscaloosa, Alabama, and from her years of client engagements to develop a formula that not only benefits customers but also helps her clients advance in their personal and professional lives. And More! This book is really two books in one. Part 1 is for Customer Service Professionals (CSPs) and part 2 is for Customer Service Leaders. Lots of CSPs move on to roles of additional leadership and this book prepares them for that next level. If you're ready to start looking at the world through the eyes of your customers and take your business to the next level by delivering the best-in-class customer service, then click the BUY NOW button and let's take this journey together. |
| communication and customer service: The Compassionate Geek Don R. Crawley, Paul R. Senness, 2011-05-05 Note: There is a newer version of this book available. Please look up ISBN 978-0983660736. A real-world, plain-language how-to guide for delivering amazing customer service to end-users. Now in its second edition, The Compassionate Geek was written by tech people for tech people. There are no frills, just best practices and ideas that actually work! Filled with practical tips, best practices, and real-world techniques, The Compassionate Geek is a quick read with equally fast results. Here's what you'll find: Best practices for communicating with email, including examples The four intrinsic qualities of great service providers Best practices for communicating using chat and texting Ten tips for being a good listener Two practical ways to keep your emotions in check A flow chart for handling user calls What to do when the user is wrong How to work with the different generations in the workplace All of the information is presented in a straightforward style that you can understand and use right away. There's nothing foo-foo, just down-to-earth tips and best practices learned from years of working with IT pros and end-users. |
| communication and customer service: The Three C's: Communication, Customer Service, & Chatbots I. Edmondson, 2024-01-05 The world that our forefathers knew no longer exists, and the world in which most of us grew up is no longer here either. Science has taken us into a new world in which humans and their activities are now augmented by robots that can perform many of the functions that were previously believed to be only possible for humans to perform. The total impact of these changes is as yet unknown, but we do know that every facet of human existence has been and will continue to be impacted. There are many who fear for the future of mankind while others see possibilities for changes that will improve all facets of our lives. The one thing we do know -- life will never be the same again! |
| communication and customer service: Contact, Care, COMMUNICATE Stephanie Dollschnieder, 2010-01-04 Contact, Care, COMMUNICATE—How Interpersonal Skills Are the Foundation of Genuine Customer Service is a quick and easy read. It helps demystify people skills by presenting interaction concepts in a straight-forward manner that most people can employ. The book pages contain real-world approaches to customer service challenges, and actionable steps for creating an outstanding service experience that will help secure customer loyalty, grow customer base and business services. This book is a compilation of the insights and observations gleaned from over 20 years of successful research, training, and consulting work in the field of customer service. Ms. Dollschnieder contends that genuine customer service is really a study and practice in human relations. The guidelines within Contact, Care, COMMUNICATE explore the best ways to optimize the human aspect of service. You’ll be introduced to the critical Business-Service-Trust Cycle; learn effective listening techniques; come to understand the nuances of non-verbal communication; and be provided with seven steps for salvaging customer relationships when an error has been made. For those encounters with seriously angry customers, it also provides Seven Tips for Dealing Effectively with Angry or Difficult Customers. Lastly, the book contains “how to” suggestions for those businesses that want to reap the many benefits of creating an internal culture of service. |
| communication and customer service: The Thank You Economy (Enhanced Edition) Gary Vaynerchuk, 2011-03-08 If this were 1923, this book would have been called Why Radio Is Going to Change the Game . . . If it were 1995, it would be Why Amazon Is Going to Take Over the Retailing World . . . The Thank You Economy is about something big, something greater than any single revolutionary platform. It isn't some abstract concept or wacky business strategy—it's real, and every one of us is doing business in it every day, whether we choose to recognize it or not. It's the way we communicate, the way we buy and sell, the way businesses and consumers interact online and offline. The Internet, where the Thank You Economy was born, has given consumers back their voice, and the tremendous power of their opinions via social media means that companies and brands have to compete on a whole different level than they used to. Gone are the days when a blizzard of marketing dollars could be used to overwhelm the airwaves, shut out the competition, and grab customer awareness. Now customers' demands for authenticity, originality, creativity, honesty, and good intent have made it necessary for companies and brands to revert to a level of customer service rarely seen since our great-grandparents' day, when business owners often knew their customers personally, and gave them individual attention. Here renowned entrepreneur Gary Vaynerchuk reveals how companies big and small can scale that kind of personal, one-on-one attention to their entire customer base, no matter how large, using the same social media platforms that carry consumer word of mouth. The Thank You Economy offers compelling, data-driven evidence that we have entered into an entirely new business era, one in which the companies that see the biggest returns won't be the ones that can throw the most money at an advertising campaign, but will be those that can prove they care about their customers more than anyone else. The businesses and brands that harness the word-of-mouth power from social media, those that can shift their culture to be more customer-aware and fan-friendly, will pull away from the pack and profit in today's markets. Filled with Vaynerchuk's irrepressible candor and wit, as well as real-world examples of companies that are profiting by putting Thank You Economy principles into practice, The Thank You Economy reveals how businesses can harness all the changes and challenges inherent in social media and turn them into tremendous opportunities for profit and growth. |
| communication and customer service: Contact, Care, Communicate Stephanie Dollschnieder, 2010 Contact, Care, COMMUNICATE How Interpersonal Skills Are the Foundation of Genuine Customer Service is a quick and easy read. It helps demystify people skills by presenting interaction concepts in a straight-forward manner that most people can employ. The book pages contain real-world approaches to customer service challenges, and actionable steps for creating an outstanding service experience that will help secure customer loyalty, grow customer base and business services. This book is a compilation of the insights and observations gleaned from over 20 years of successful research, training, and consulting work in the field of customer service. Ms. Dollschnieder contends that genuine customer service is really a study and practice in human relations. The guidelines within Contact, Care, COMMUNICATE explore the best ways to optimize the human aspect of service. You'll be introduced to the critical Business-Service-Trust Cycle; learn effective listening techniques; come to understand the nuances of non-verbal communication; and be provided with seven steps for salvaging customer relationships when an error has been made. For those encounters with seriously angry customers, it also provides Seven Tips for Dealing Effectively with Angry or Difficult Customers. Lastly, the book contains how to suggestions for those businesses that want to reap the many benefits of creating an internal culture of service. |
| communication and customer service: Communicating with Customers Wendy S. Zabava Ford, 1998 This volume suggests new directions for researching and improving communication practices in a variety of service contexts and provides clear guidance for organizations wishing to initiate and evaluate their efforts to improve practices with customers. |
| communication and customer service: Customer Service Robert W. Lucas, 2009 Customer Service, 4/e by Lucas features how-to topics for the customer service professional. It covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. Emphasis is given to dealing with customer service problems and how to handle conflicts and stress. Insights and tips are also provided for customer service supervisory personnel |
| communication and customer service: Serve Up Coach Down Nathan Jamail, 2021-06 Serve Up Coach Down is Nathan Jamail's most impactful and contentious book yet. It debunks the myths of servant leadership that other books sell, namely that leaders in the middle must serve down to their people and defend up to their bosses. This is the exact opposite of what they should do: serve up to their bosses and coach down to their people. And it is costing them their power every day. 98% of leaders are leading from the middle, meaning they have a boss or bosses they answer to and employees they lead. From senior vice presidents to front-line managers, they should be the most powerful leaders in any organization. They are responsible for alignment, speed of change, buy-in, belief, accountability, and execution. Yet they often struggle with all of that by getting their teams to step up and winning approval from those above them. Why? Because they are serving down and defending up. Serve Up Coach Down addresses the key issues and obstacles that prevent leaders in the middle from owning the power that should drive their, their team's, and their organization's success and gives organizations the greatest competitive advantage they can have--speed of change--by creating leaders who their bosses can count on and who make their employees better. Want an organization with strong leaders and organizations based on a strong team culture built on strong leaders developing other strong leaders? Serve Up Coach Down is for you! |
| communication and customer service: Moments of Magic Shep Hyken, 1993 |
| communication and customer service: Information and Communication Technologies in Tourism 2022 Jason L. Stienmetz, Berta Ferrer-Rosell, David Massimo, 2022 This open access book presents the proceedings of the International Federation for IT and Travel & Tourism (IFITT)’s 29th Annual International eTourism Conference, which assembles the latest research presented at the ENTER2022 conference, which will be held on January 11–14, 2022. The book provides an extensive overview of how information and communication technologies can be used to develop tourism and hospitality. It covers the latest research on various topics within the field, including augmented and virtual reality, website development, social media use, e-learning, big data, analytics, and recommendation systems. The readers will gain insights and ideas on how information and communication technologies can be used in tourism and hospitality. Academics working in the eTourism field, as well as students and practitioners, will find up-to-date information on the status of research. |
| communication and customer service: Please Every Customer: Delivering Stellar Customer Service Across Cultures Robert W. Lucas, 2011-06-17 Deliver Valuable Service to a New World of Customers As the economy globalizes, customers are becoming more and more diverse making your job harder than ever. Regardless of differences in values, age, abilities, and other factors, the pressure is on to deliver exceptional customer service every step of the way. Help is here. Please Every Customer provides key information about how people of different cultures and groups communicate, view relationships, and value time—so you can provide the best service for each of your customer’s needs and expectations. Whatever the nationality, age, or gender of your customer, Please Every Customer gives you the tools to: Overcome differences in language Recognize and accommodate customer needs Make positive first impressions Avoid stereotypes Gain trust Listen “actively” Identify crucial nonverbal cues The age-old customer-service maxim “the customer is always right” isn’t enough anymore. Use Please Every Customer as your road map to navigate the new world of customer service. |
| communication and customer service: Outstanding Customer Service David E. Deviney, 1998 In today's marketplace, outstanding customer service may be the only thing that distinguishes your organization from your competitors. Outstanding Customer Service shows you how to provide the kind of service that generates customer loyalty (and repeat business) by developing key skills as well as systems that support and reinforce them. Dr. David Deviney is the owner of David Deviney and Associates, a consulting firm that serves a variety of industries. As a consultant, Dr. Deviney specializes in customer service, strategic planning, and behavioral change. Each book in the American Media How-To Series presents valuable information in a self-study format. Whether it's interviewing, customer service, or even termination skills, American Media's How-To Series of books will help you develop and retain a competitive advantage in today's workplace. Book jacket. |
| communication and customer service: Customer Service Training 101 Renee Evenson, 2010-10-06 Your service team may represent the first, last, or only interaction point between your customers and your company. Your front-line service professionals make or break countless opportunities, leads, sales, and relationships every day. Completely revised and updated to meet the challenges of a new service landscape, the second edition of Customer Service Training 101 presents proven techniques for creating unforgettable customer experiences. The book covers every aspect of face-to-face, phone, Internet, and self-service customer relations, and provides simple yet powerful tips for: * Projecting a positive attitude and making a great first impression * Communicating effectively, both verbally and nonverbally * Developing trust, establishing rapport, and making customers feel valued * Confidently handling difficult customers and situations New features include How Do I Measure Up? self-assessments, and Doing It Right examples from the author's extensive customer service experience. Every step-by-step lesson in this comprehensive and inspiring training manual is augmented with instructive sidebars, a summary of key points, practice exercises, and so much more. |
| communication and customer service: Brilliant Communication Skills Gill Hasson, 2015-01-06 The full text downloaded to your computer With eBooks you can: search for key concepts, words and phrases make highlights and notes as you study share your notes with friends eBooks are downloaded to your computer and accessible either offline through the Bookshelf (available as a free download), available online and also via the iPad and Android apps. Upon purchase, you'll gain instant access to this eBook. Time limit The eBooks products do not have an expiry date. You will continue to access your digital ebook products whilst you have your Bookshelf installed. Just about every job requires excellent communication skills. To get ahead at work you need to be able to express yourself clearly and understand the feelings, needs and intentions of others. So how can you make sure other people understand you and that you respond appropriately to other people? Whether it’s giving a presentation, getting your point across in a meeting, or understanding the effects of body language, the proven tips and techniques provided in this book will get you communicating more effectively and successfully in no time! Explain yourself clearly, and get your point across easily Know what to say to help others open up to you Feel confident about communicating with a wide range of people |
| communication and customer service: 50 Activities for Achieving Excellent Customer Service Darryl S. Doane, Rose D. Sloat, 2003 Increase the creativity and skill level of customer service representatives, demonstrate what excellent customer service is, provide insights and practice to improve customer service, develop your own organization's bank of customer service learning situations. |
| communication and customer service: Powerful Phrases for Effective Customer Service Renee Evenson, 2012 Let's face it, dealing with customers isn't easy. They aren't always right--or even pleasant. But experienced business author Renée Evenson ensures you always have the right words to defuse tense interactions. In Powerful Phrases for Effective Customer Service, she covers thirty challenging customer behaviors and twenty common employee-caused negative encounters to teach readers how to assess circumstances, choose one of many appropriate responses, and confidently and consistently deliver customer satisfaction. Helpful sample scenarios and tangible instructions bring the phrases to life, while detailed explanations bolster your confidence so that you'll have the right words as tools at your disposal and the skills to take action and deliver those words effectively. Practical and insightful, Powerful Phrases for Effective Customer Service ensures you'll never again be at a loss for what to say to customers. By incorporating language that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation, you'll not only be capable of overcoming obstacles--you'll strengthen all facets of your customer service. |
| communication and customer service: Customer Obsessed Eric Berridge, 2016-10-03 Optimize the customer experience via the cloud to gain a powerful competitive advantage Customer Obsessed looks at customer experience through the lens of the cloud to bring you a cutting-edge handbook for customer experience. Cloud technology has been hailed as a game-changer, but a recent IDC report shows that it accounts for less than three percent of total IT spending; why are so many companies neglecting such an enormous asset? This book provides a high-level overview of how the cloud can give you a competitive advantage. You'll learn how to integrate cloud technology into sound customer experience strategy to achieve unprecedented levels of success. More than just a state-of-the-field assessment, this book offers a set of concrete actions you can take today to leverage cloud computing into technical innovation and better business outcomes at all levels of your organization. You'll examine the many factors that influence the customer experience, and emerge with the insight to fine-tune your approach using the power of the cloud. What kind of advantage is your company leaving on the table? This book guides you through the key drivers of customer success to help you optimize your approach and leverage the future of global technology. Learn the keys to competitive advantage in the digital era Gain insight into each element that affects customer experience Harness the power of the cloud to achieve customer success Follow a prescriptive framework for optimizing customer experience We are in the golden age of IT innovation, but the majority of companies haven't even adopted cloud technology, much less begun to utilize its full business capabilities. Jump into the gap now, and reap the benefits as other struggle to catch up. Customer Obsessed gives you the guidance you need to achieve sustainable success in today's digital world. |
| communication and customer service: Effective Communication with Customers and Clients Gwyn, 1992-05-30 This textbook presents the essentials of personal communication skills that focus on the customer's point of view and good on-the-job communication. |
| communication and customer service: Customer Service Skills for Success Robert W. Lucas, 2014-02-03 Recipient of the 2017 Textbook & Academic Authors Association's Textbook Excellence Award, Customer Service Skills for Success by Robert W. Lucas is the top-selling customer service textbook in the United States. Customer Service Skills for Success 6e addresses real-world customer service issues and provides a variety of updated resources, activities, examples and tips from the author and active professionals in the industry to gain and hold readers' interest while providing insights into the concepts and skills related to customer service. The text begins with a macro view of what customer service involves today and provides projections for the future then focuses on specific skills and related topics. The sixth edition of Customer Service Skills for Success contains 10 chapters divided into three parts, plus the Appendix, Glossary, and Bibliography. These parts focus on different aspects of customer service: (1) The Profession, (2) Skills for Success, and (3) Building and Maintaining Relationships. Along with valuable ideas, guidance, and perspectives, readers will also encounter interviews of real-world service providers, case study scenarios and activities to help you apply concepts learned to real-world situations in order to challenge your thinking on the issues presented. |
| communication and customer service: Customer Service Elaine K. Harris, 2013 The market-leader, Customer Service: A Practical Approach, Sixth Edition, goes beyond providing reasons why customer service is important to defining proven methods for creating customer service excellence. Using a hands-on approach, it covers a wide range of knowledge and skills and offers an extensive collection of activities to enliven and invigorate any lecture. This edition features a revised chapter on technology, new Ethics in Action exercises and coverage of the latest trends in the customer service field. Focusing on problem solving, communication strategies and technology, this classic text pinpoints the skills needed to improve and sustain customer satisfaction and business relationships. For undergraduate courses in Customer Service, Training and Development, and Service Marketing; also as a supplement for a course in Marketing Principles |
| communication and customer service: Customer Care Excellence Sarah Cook, 2008 Emphasizing both strategic and practical aspects of customer care, this work explains how gaining customer commitment and motivating employees to deliver an excellent service at all of a company's touch points can ensure successful results and satisfied customers. |
| communication and customer service: The Best Service is No Service Bill Price, David Jaffe, 2011-09-14 In this groundbreaking book, Bill Price and David Jaffe offer a new, game-changing approach, showing how managers are taking the wrong path and are using the wrong metrics to measure customer service. Customer service, they assert, is only needed when a company does something wrong—eliminating the need for service is the best way to satisfy customers. To be successful, companies need to treat service as a data point of dysfunction and figure what they need to do to eliminate the demand. The Best Service Is No Service outlines these seven principles to deliver the best service that ultimately leads to no service: Eliminate dumb contacts Create engaging self-service Be proactive Make it easy to contact your company Own the actions across the company Listen and act Deliver great service experiences |
| communication and customer service: ADKAR Jeff Hiatt, 2006 In his first complete text on the ADKAR model, Jeff Hiatt explains the origin of the model and explores what drives each building block of ADKAR. Learn how to build awareness, create desire, develop knowledge, foster ability and reinforce changes in your organization. The ADKAR Model is changing how we think about managing the people side of change, and provides a powerful foundation to help you succeed at change. |
| communication and customer service: How To Be a Great Call Center Representative Robert W. LUCAS, 2001-05-07 Give your front-line call center staff the training they need! With How to Be a Great Call Center Representative, call-center staff will learn what technology-based customer service is all about, including the history, terminology, legislation, and technology options. This book is designed to supplement and enhance the industry-specific policies and procedures plus local, state, and federal guidelines to which a call center staff must adhere. Filled with exercises and self-assessments, the course presents specific, practical strategies for improving listening skills, building trust with customers, problem solving, and decision-making--all within the context of a busy call center. How to Be a Great Call Center Representative provides all the tools needed to be confident in handling customers and building a foundation for future growth and advancement. Readers will learn how to: • Identify the roles and responsibilities of a call center staff • Prepare yourself to deliver quality service • Learn to communicate successfully • Identify current legislation, terminology, and technology affecting call center staff • Develop skills for building trust • Enhance telephone verbal skills and vocal quality • Build problem solving and decision-making skills • Learn to handle difficult customer situations • Improve your time-management and multitasking skills • Identify ways to control your stress level • Learn to recover from mistakes—yours and your customer’s. This is an ebook version of the AMA Self-Study course. If you want to take the course for credit you need to either purchase a hard copy of the course through amaselfstudy.org or purchase an online version of the course through www.flexstudy.com. |
| communication and customer service: Be Your Customer's Hero Adam Toporek, 2015-04-22 On the front lines of customer service, every day presents new and unexpected challenges—and even the most dedicated employees can be caught unprepared. They need confidence. They need training. They need help. Those who work on the front lines of customer service never know what new and unexpected challenges await them each day. But they do know one thing--they will be needed. But how can you prepare for the unexpected? How can customer service reps get the training and confidence required to tackle the unknown? In Be Your Customer’s Hero, internationally recognized customer service expert Adam Toporek provides the answers to preparing for the surprises awaiting the CSR. Through short, simple, actionable advice, in quick, easy-to-read chapters, this invaluable guide shows customer-facing CSRs how to: Achieve the mindset required for Hero-ClassTM service Understand the customer’s expectations--and exceed them Develop powerful communication skills Avoid the seven triggers guaranteed to set customers off Handle difficult and even irrational customers with ease Armed with the tools and techniques in Be Your Customer’s Hero, you will have all they need to transform themselves into the heroes their customers need. |
| communication and customer service: Customer Experience 3.0 John A. Goodman, 2014-08-12 Customer Experience 3.0 provides firsthand guidance on what works, what doesn't--and the revenue and word-of-mouth payoff of getting it right. Between smartphones, social media, mobile connectivity, and a plethora of other technological innovations changing the way we do almost everything these days, your customers are expecting you to be taking advantage of it all to enhance their customer service experience far beyond the meeting-the-minimum experiences of days past. Unfortunately, many companies are failing to take advantage of and properly manage these service-enhancing tools that now exist, and in return they deliver a series of frustrating, disjointed transactions that end up driving people away and into the pockets of businesses getting it right. Having managed more than 1,000 separate customer service studies, author John A. Goodman has created an innovative customer-experience framework and step-by-step roadmap that shows you how to: Design and deliver flawless services and products while setting honest customer expectations Create and implement an effective customer access strategy Capture and leverage the voice of the customer to set priorities and improve products, services and marketing Use CRM systems, cutting-edge metrics, and other tools to deliver customer satisfaction Companies who get customer service right can regularly provide seamless experiences, seeming to know what customers want even before they know it themselves…while others end up staying generic, take stabs in the dark to try and fix the problem, and end up dropping the ball. Customer Experience 3.0 reveals how to delight customers using all the technological tools at their disposal. |
| communication and customer service: Marketing in the Round Gini Dietrich, Geoff Livingston, 2012-04-24 Drive more value from all your marketing and communications channels--together! Demolish your silos and sync all your messaging, strategies, and tactics (really!). Optimize every medium and platform, from iPad and Facebook to TV and direct. This book is a must-read for every senior marketing, communications, and PR decision-maker. It’s not about social media. Or new (or old) media. It’s about results—and there’s only one way to get results. You must finally bite the bullet, tear down your silos, and integrate all your marketing and communications. That’s how you choose the best platforms and messages for each customer. That’s how you make research and metrics work. That’s how you overcome today’s insane levels of complexity and clutter. You’re thinking: Oh, that’s all I need to do? “Just” integrate my whole organization? Are you nuts? No. We’re not. It can be done. This book’s authors have done it. They’ve shown others how to do it. And now they’re going to show you. Step by step. Strategy. Tactics. Research. Metrics. Culture. Social. Mobile. Direct. Broadcast. Print. All of it. With you, the marketing/communications decision-maker, right at the center...right where you belong! Even now, organizational silos prevent most companies from conversing coherently with customers, delivering the right targeted messages, and building real synergies across all their marketing and communications programs. Now, Gini Dietrich and Geoff Livingston show how to finally break down those silos, bridging traditional and newer disciplines to drive more value from all of them. You’ll learn how to create a flexible marketing hub with integrated spokes including sales, PR, advertising, customer service, HR, social media, and the executive team. Then, you’ll learn how to use your hub to speak cohesively with each customer through the tools and platforms that deliver the best results at the lowest cost. Dietrich and Livingston guide you through hands-on strategic planning, illustrating key points with real case studies and offering practical exercises for applying their principles. You’ll learn how to perform baseline analyses of media from iPad apps to radio, optimize resource allocation, change culture to overcome siloed behavior, use measurement to clear away obstacles, and gain more value from every marketing investment you make. Pull it all together--finally! How to successfully integrate your tactics, tools, messages, and teams Better goals, better results: beyond “SMART” to “SMARTER” Specific, measurable, attainable, relevant, time-bound, evaluate, and reevaluate Better listening: stakeholders, customers, and research that works How to make sure you hear what really matters Four powerful ways to market in the round When to go direct, come from above, use the groundswell, or execute flanking maneuvers |
| communication and customer service: Communication Skills in Nursing, Health and Social Care Bernard Moss, 2020-03-30 Presented in a unique and easy-to-use dictionary format, this practical guide will help students and practitioners understand and apply the principles of effective communication. |
| communication and customer service: Power Cues Nick Morgan, 2014 Our brains are constantly transmitting and receiving signals of which we are unaware. Morgan highlights recent research that shows how humans are programmed to respond to the nonverbal cues of others. He introduces seven power cues which are essential for any leaders in business or the public sector. |
| communication and customer service: Mastering Customer Service: Strategies for Excellence Charles Nehme, Introduction Purpose of the Book In an era where customers have more choices than ever, exceptional customer service has become a key differentiator that sets successful businesses apart from the rest. The aim of this book is to provide you with a comprehensive guide to mastering customer service. Whether you're a seasoned professional, a new hire, or a business owner, this book will equip you with the knowledge and skills needed to deliver outstanding service and foster lasting customer relationships. Importance of Customer Service in Today's Market Customer service is no longer just a support function—it is a strategic element of business success. With the rise of social media and online reviews, a single customer interaction can influence thousands of potential customers. Great customer service can turn a one-time buyer into a loyal advocate, while poor service can drive customers away and damage your brand's reputation. This book explores why customer service matters more than ever and how it can impact your bottom line. Overview of What the Reader Will Learn This book is divided into six parts, each designed to cover a different aspect of customer service: Foundations of Customer Service: Understand the core principles and importance of customer service, including the customer journey and expectations. Building a Customer-Centric Culture: Learn how to create an organizational culture that prioritizes customer satisfaction through leadership, employee engagement, and a positive workplace environment. Essential Customer Service Skills: Develop key skills such as effective communication, problem-solving, conflict resolution, and time management. Tools and Techniques: Discover the tools and techniques that can enhance your customer service, including feedback mechanisms, technology, and performance measurement. Advanced Strategies: Explore advanced strategies like personalization, customer loyalty programs, and crisis management to elevate your customer service efforts. Industry-Specific Customer Service: Gain insights into best practices tailored to specific industries such as retail, hospitality, and B2B services. The Evolution of Customer Service Customer service has evolved significantly over the years. From the early days of face-to-face interactions and telephone support to the modern era of digital communication and AI-driven solutions, the way businesses interact with customers has transformed. This section will provide a historical perspective on the evolution of customer service, highlighting key milestones and the changing expectations of customers. By understanding the past, we can better appreciate the present and anticipate the future trends in customer service. This book will not only provide you with practical tips and strategies but also encourage you to think critically about how you can innovate and adapt to meet the ever-evolving needs of your customers. Welcome to Mastering Customer Service: Strategies for Excellence. Let's embark on this journey together to create exceptional customer experiences and drive your business to new heights. |
| communication and customer service: Ask a Manager Alison Green, 2018-05-01 'I'm a HUGE fan of Alison Green's Ask a Manager column. This book is even better' Robert Sutton, author of The No Asshole Rule and The Asshole Survival Guide 'Ask A Manager is the book I wish I'd had in my desk drawer when I was starting out (or even, let's be honest, fifteen years in)' - Sarah Knight, New York Times bestselling author of The Life-Changing Magic of Not Giving a F*ck A witty, practical guide to navigating 200 difficult professional conversations Ten years as a workplace advice columnist has taught Alison Green that people avoid awkward conversations in the office because they don't know what to say. Thankfully, Alison does. In this incredibly helpful book, she takes on the tough discussions you may need to have during your career. You'll learn what to say when: · colleagues push their work on you - then take credit for it · you accidentally trash-talk someone in an email and hit 'reply all' · you're being micromanaged - or not being managed at all · your boss seems unhappy with your work · you got too drunk at the Christmas party With sharp, sage advice and candid letters from real-life readers, Ask a Manager will help you successfully navigate the stormy seas of office life. |
| communication and customer service: Customer Service in Communication Ed Robertson, 1999 |
| communication and customer service: Achieving Excellence Through Customer Service John Tschohl, 1996 Promotes the theory that superior customer service leads to a superior business organisation |
| communication and customer service: Amaze Every Customer Every Time Shep Hyken, 2013-09-03 You must deliver an amazing customer experience. Why? It is the competitive edge of new-era business—in any market and any economy. Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All transformations require a role model, and Shep has found the perfect role model to inspire your team: Ace Hardware. Ace was named as one of the top ten customer service brands in America by Businessweek and ranked highest in its industry for customer satisfaction. Through revealing stories from Ace’s over-the-top work with customers, Shep explores the five tactical areas of customer amazement: leadership, culture, one-on-one, competitive edge, and community. Delivering amazing service requires everyone in your organization to step up and be a leader. It doesn’t take a title. It takes the right set of tools and principles. To help you empower employees at all levels, Shep brings the content to a deeply practical level. His 52 Amazement Tools—like “Ask the extra question” and “Focus on the customer, not the money”—are simple, clear, useful for almost anybody, and supported with compelling research and stories. Between these covers, you will find the tools and tactics you need to transform your company into a seriously customer-focused operation that will amaze every customer every time. |
| communication and customer service: Uplifting Service Ron Kaufman, 2012 Kaufman takes you on a journey into the new world of service. Learn how the world's leading companies have changed the game, and how you can successfully follow this path to an uplifting service transformation. |
| communication and customer service: Sales Engagement Manny Medina, Max Altschuler, Mark Kosoglow, 2019-03-12 Engage in sales—the modern way Sales Engagement is how you engage and interact with your potential buyer to create connection, grab attention, and generate enough interest to create a buying opportunity. Sales Engagement details the modern way to build the top of the funnel and generate qualified leads for B2B companies. This book explores why a Sales Engagement strategy is so important, and walks you through the modern sales process to ensure you’re effectively connecting with customers every step of the way. • Find common factors holding your sales back—and reverse them through channel optimization • Humanize sales with personas and relevant information at every turn • Understand why A/B testing is so incredibly critical to success, and how to do it right • Take your sales process to the next level with a rock solid, modern Sales Engagement strategy This book is essential reading for anyone interested in up-leveling their game and doing more than they ever thought possible. |
| communication and customer service: EBOOK: Services Marketing: Integrating Customer Focus Across the Firm Alan Wilson, Valarie Zeithaml, Mary Jo Bitner, Dwayne Gremler, 2012-06-16 The Second European Edition of Services Marketing: Integrating Customer Focus Across the Firm by Wilson, Zeithaml, Bitner and Gremler uniquely focuses on the development of customer relationships through quality service. Reflecting the increasing importance of the service economy, Services Marketing is the only text that put the customer's experience of services at the centre of its approach. The core theories, concepts and frameworks are retained, and specifically the gaps model, a popular feature of the book. The text moves from the foundations of services marketing before introducing the gaps model and demonstrating its application to services marketing. In the second edition, the book takes on more European and International contexts to reflect the needs of courses, lecturers and students. The second edition builds on the wealth of European and International examples, cases, and research in the first edition, offering more integration of European content. It has also be fully updated with the latest research to ensure that it continues to be seen as the text covering the very latest services marketing thinking. In addition, the cases section has been thoroughly examined and revised to offer a range of new case studies with a European and global focus. The online resources have also been fully revised and updated providing an excellent package of support for lecturers and students. |
| communication and customer service: The Effortless Experience Matthew Dixon, Nicholas Toman, Rick DeLisi, 2013-09-12 A new breakthrough idea about how to win customer loyalty from Matthew Dixon, the bestselling author of The Challenger Sale Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted longstanding myths about sales. Now they've turned to a new vital business subject - customer loyalty - with a book that turns conventional wisdom on its head. Companies devote untold time and resources trying to dazzle customers. Yet CEB's careful research proves that is wildly overrated: loyalty has a lot more to do with how well companies deliver on their basic promises than on how dazzling the service experience might be. Forget bells and whistles and just solve your customer's problems. The Effortless Experience lays out the four pillars of a low-effort customer experience, with robust data, insights and profiles. Here are tools and templates you can start applying right away to improve service, reduce costs, and ultimately generate the elusive loyalty that the 'dazzle factor' fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked. 'A business detective story, in which cherished truths are systematically investigated-and frequently debunked' -Dan Heath, coauthor of Decisive, Switch, and Made to Stick Matt Dixon is Executive Director of the Sales & Service Practice at CEB. He is a frequent contributor to the Harvard Business Review, and his previous book, The Challenger Sale, was a Wall Street Journal bestseller. Nick Toman is Senior Director of Research for CEB's Sales & Services Practice and is a frequent contributor to the Harvard Business Review. Rick DeLisi is Senior Director of Advisory Services for CEB's Sales & Service Practice and a noted public speaker and facilitator. |
| communication and customer service: Service Learning for Health, Physical Education, and Recreation Cheryl Stevens, 2008 Service Learning for Health, Physical Education, and Recreation is a unique workbook for planning, implementing and evaluating service-learning projects. It includes an easy-to-follow process for planning and completing projects and a range of tools and activities to help students maintain progress and navigate the complexities of their projects. |
A complete guide to customer communication - Front
Customer communication is about two- way conversation, which means you need to be listening at least as much as you’re speaking. This is the biggest gap we see in business today — all …
CUSTOMER SERVICE HANDBOOK
on how well you deliver! This customer service handbook attempts to provide tips, popular dos and don’ts, helpful hints, and checklists as well as proven best practi. es in a customer setting. …
GUIDE Customer Service Training Manual - Seismic
Contents This handbook provides tips, best practices, and do’s and don’ts that will improve and codify your customer service practices for success. #1 Three Key Elements 2 # Soft Skills
The importance of customer service and interpersonal skills
The importance of customer service and interpersonal skills Excellent customer service and interpersonal skills should be a number one priority for any tourism based company.
50 Activities for Achieving Excellent Customer Service
Introduction What This Resource Manual Will Provide for You Activities that are sensitive to the new revolution taking place in customer service and meeting customer demands. Identification …
The principles of quality customer service
Developing a customer focus involves: • understanding what customers value • researching your customers wants, needs, working environment, structure and challenges • measuring customer …
20 CUSTOMER SERVICE BEST PRACTICES
Using feedback from our customers, product experts, and thought leaders, we’ve pulled together 20 customer service best practices, with five aimed at great service across channels, five …
CUSTOMER SERVICE SKILLS YOU NEED
Today’s customer service involves much more than a conversation on the phone. Web, email, chat, and social media are now very important channels for customers. Still, many customers …
Communication & Customer Service
Customer Service - Is an essential function of any workplace as it is the assistance and advice provided by a company to those people who buy or use its products or services. Research …
Best (and Worst) Practices in Customer Communication
Resolving a customer issue often requires many separate touch points with the customer. Making those customer interactions productive and valuable is a tricky undertaking, fraught with …
Verbal and Nonverbal Communication - Saylor Academy
All the tools and efforts of the customer service worker (CSW) come down to how effectively we communicate with the customers we serve, both verbally and nonverbally.
Creating a Customer-Centric Communications Strategy
Customer communications include transactional communications such as statements, bills and invoices, letters, and policy documents, as well as compliance communications such as …
Finding Common Ground: Customer Service, Communication …
Objectives Assess your own communication & conflict styles and recognize how this can be perceived by customers; Understand where negativity and defensiveness comes from and how …
Best Practices for Customer Communication - Vindicia
An effective communication strategy must address all stages of the customer lifecycle, from acquisition to retention to end-of-life to marketing to past customers (re-marketing), and define …
Level 1 Introductory Certificate in Customer Service
Identify customer and organisational needs and expectations in respect of service levels delivered in all businesses. Describe the differences between strong and weak customer care, …
The definitive guide to customer service messaging
Messaging is a more dynamic way of connecting with your customers, blending notifications and two-way interactions with real-time and asynchronous engagements to deliver flexible …
What Businesses Need To Know About Communicating With …
Customer service is a top use case for asynchronous chat. Among consumers who have used chat with a brand on a website, mobile website, or mobile app in the last six months, the most …
Best practices for conversational customer service
Use built-in AI and automation to deflect common questions, help customers self-serve 24/7, and collect important data for agents. Give agents all the tools and context they need to provide …
IN FRONT OFFICE &CUSTOMER SERVICE - Placement …
Success in Front Office and Customer Service is a dynamic interplay of finely tuned skills. By cultivating essential abilities, professionals can not only meet but exceed customer …
Medicare Communications and Marketing Guidelines …
Marketing or Communication? Communication. While the intent is to draw a beneficiary’s attention to Swell Health, the information provided does not. 2. A billboard reads “Swell Health Offers $0 …
CUSTOMER SERVICE POLICY - Oregon.gov
quality customer service in all daily operations through equitable, accessible, timely, educated and responsive service initiatives. PURPOSE • Ensure universally accessible and responsive …
Providing Good Customer Service - AAPACN
Jun 9, 2016 · AADNS Staff Educator – Providing Good Customer Service 1 ©2016 AAPACN. The information presented is informative and does not constitute direct legal or regulatory advice. …
AIDET®: FIVE FUNDAMENTALS OF PATIENT …
• Build customer loyalty • Ensure that all service providers are delivering consistent measures of empathy, concern, and appreciation Studer Group®, a Huron solution, invented the AIDET …
Introduction to Communication Theory - SAGE Publications Inc
illustrate, a theory of customer service can help you to understand not only the bad customer service you received from your credit card com-pany this morning, it can also help you to …
Finding Common Ground: Customer Service, …
Customer Service, Communication & Conflict Presented by: Susan K. Adams N.C. Office of State Human Resources . Objectives • Assess your own communication & conflict styles and …
PENGARUH KOMUNIKASI PELAYANAN DAN KEPUASAN …
Keywords: communication, customer service, customer satisfaction, customer loyalty ABSTRAK Penelitian ini dilatarbelakangi komunikasi dalam bisnis ritel yang rendah dalam hal pelayanan …
The Effect of Service Communication Process and Customer …
%PDF-1.7 %µµµµ 1 0 obj >/Metadata 537 0 R/ViewerPreferences 538 0 R>> endobj 2 0 obj > endobj 3 0 obj >/ExtGState >/XObject >/ProcSet[/PDF/Text/ImageB/ImageC ...
A study of English communication problems between …
CUSTOMER SERVICE STAFF AND FOREIGN CUSTOMERS AT CALL CENTER SERVICEIN BANGKOK was approved as partial fulf11lment ofthe requirements for the dcgree of Master …
ENHANCING CUSTOMER LOYALTY THROUGH QUALITY OF …
customer satisfaction, quality of service, customer experience, and customer relationship management. ... consistency across touchpoints, timely and effective communication, focusing …
Virtual Customer Service Agents: Using Social Presence and ...
Journal of Computer-Mediated Communication Virtual Customer Service Agents: Using Social Presence and Personalization to Shape Online Service Encounters∗ Tibert Verhagen Jaap …
KOMUNIKASI CUSTOMER SERVICE REPRESENTATIVE (CSR) …
communication method. Those points are really important in the communication of Customer Service Representation (CSR) in delivering information to customers in plasa Telkom …
Best Practices for Customer Communication - Vindicia
Customer Communication Best Practice Guide vindicia.com 4 Customer Communication Lifecycle Before we dive deeper into the various communications best practices, let us take a look at the …
Level 1 Introductory Certificate in Customer Service - City …
image, communication skills and complaint handling. 4. Recognise how to present a professional image and ... Customer Service has become a very important part of many businesses, and …
Better Communication = Better Customer Service - agrilife.org
•Customer service communication refers to the exchange of information between a customer and a company while resolving the taxpayer’s issue. •From email responses to social media …
Sacramento 311 Launch Boosts Communication & Customer …
Communication & Customer Service The launch of the new Salesforce CRM was temporarily delayed as City employees began to telework once the COVID-19 pandemic took hold. City …
BEHAVIORALLY ANCHORED - State of Michigan
• Fails to ask appropriate questions to determine customer needs. • Exhibits a disinterest in customer or customer requests. • Fails to follow up on customer concerns, questions, or …
Rogers reinvents its customer service philosophy
customer service. ServiceNow is a great partner. This is a true transformation that has been achieved through the hard work and ingenuity of our teams. Scott Thomson, Vice President, …
Exploring Age Differences in Motivations for and Acceptance …
communication in a customer service context can be expected, but are this point merely suggestions that have not yet been subjected to empirical scrutiny. Therefore the second …
Customer Communication Etiquette and Standards
customer you have interacted with on the phone or by email. Will they see the same person? They should! It is important to exhibit consistent excellent customer service, regardless of the …
Customer Service with a Smile: Creating a Climate Where …
Customer Service with a Smile: Creating a Climate Where Customers Come First Tina A. Coffelt Regional Grocers Use Customer Communication as a Competitive Advantage Nestled in the …
Managing Customer Expectations – the marketing …
The marketing communication-human resource management relationship and its ... Thirdly, customer service should be used as the basis for exceeding expectations at the point of …
The Importance of Problem-Solving in Customer Service
In conclusion, by equipping customer service representatives with a comprehensive problem-solving toolkit, organizations can empower them to tackle even the most complex customer …
UNIT 14 CUSTOMER COMMUNICATION Communication …
14.5 Benefits of Effective Customer Communication Management 14.6 Customer Communication Strategy 14.7 Customer Communication Best Practices 14.8 Customer Communication …
Unit 206 Communicate verbally with customers - City
1.1 explain the importance of effective communication in customer service 1.2 explain how tone of voice, choice of expression and body language can affect the way customers perceive their …
Building a truly modern housing association Customer and …
communication channels, driven by customer preference including: Customer Connect magazine Website Your portal Social media l We will actively monitor customer communication …
Joint Base San Antonio 502d Air Base Wing Customer Service …
Customer Service Guide Joint Base San Antonio, Texas April 2016 DO NOT DISCUSS CLASSIFIED INFORMATION ON UNSECURE TELEPHONES. OFFICIAL DoD …
“Enhance your Customer Service by Addressing Generational …
customer service should be available in a wide variety of communication styles—10 points higher than Baby Boomers. Curiously, more females than males in every generation expect customer …
Research on the Influence of AI Customer Service …
Research on the Influence of AI Customer Service Communication Style on User’s Reuse Intention Rui Guo School of Management, Shanghai University of Engineering Science, …
GUIDE Customer Service Training Manual - Seismic
Customer Service Training Manual 2 Customer Serivce Training is Vital Ask any CEO of a company, president of a bank, ... frustration tends to be greater than any other communication …
TEAM BUILDING & COMMUNICATION CUSTOMER SERVICE …
customer service through enhancing the handling skills of your employees. Our approach begins with an assessment of the contact points that you have with your clients and ... Internal …
Customer Communications Toolkit for the Public Service
to inform the design of customer communication in the Public Service. It is based on a Universal Design approach promoted by the Centre for Excellence in Universal Design (CEUD) at the …
The importance of excellent customer service - BSI
customer service as: • Organizational commitment to a customer service culture • Provision of clear, relevant and accessible information • Well trained, customer-focused staff • Good …
Pengaruh Service Marketing, Relationship Marketing, …
Communication Marketing that partially affects Customer Satisfaction of Motorcycle users at Surya Gemilang Motor, West Surabaya. The population in this study are
CUSTOMER SERVICE IN THE HEALTHCARE INDUSTRY
CUSTOMER SERVICE IN THE HEALTHCARE INDUSTRY Dr Yetunde Ayo-Oyalowo Senior Partner Preventive Health Managers 7/2/2015 preventive health managers 1. ... • …
Staying Connected Resource Guide - ircsheriff.org
Customer Care Our Customer Care Call Center is open 7 days a week from 7:00am to 12:00 Midnight EST and can be reached toll-free at 888-843-1972. Our friendly, knowledgeable, U.S. …
Employee Performance Management - Homeland Security
Federal Protective Service Directive Number: 15.4.4.1 Revision Number: 0 Issue Date: 06-25-2020 ... • Customer Service (except positions in the General Schedule (GS) 1811 series) • …
AI-based chatbots in customer service and their effects on
The role of conversational agents in service systems A key challenge for customer service providers is to balance service efficiency and service quality: Both researchers and …
Unit 14: Investigating Customer Service - Pearson qualifications
Learners will also need to develop communication and interpersonal skills and demonstrate effective customer service delivery in different situations. Allow opportunities for learners to …
Job Description: Customer Service - optiBPO
Job Description: Customer Service Jo b S u m m a r y / O b j e c t i v e : R e s p o n s i b l e f o r h e l p i n g c u s t o m e r s w i t h c o m p l ai n t s an d q u e s t i o n s , an d g i v i n g c u s t o …
Cross-Cultural Communication Strategies for Enhancing …
Keywords: Cross cultural communication, customer satisfaction, travel industry, tourism industry INTRODUCTION The travel and tourism industry is a global phenomenon that brings people …
PERAN KOMUNIKASI PERSUASIF CUSTOMER SERVICE …
THE ROLE OF PERSUASIVE CUSTOMER SERVICE COMMUNICATION IN FASHION PRODUCT PURCHASE DECISIONS Risalatul Muawanah NIM. 2017102098 ABSTRACT …
Unit 4: Customer Service in Travel and Tourism - Pearson …
Unit 4: Customer Service in Travel and Tourism Unit code: L/600/9488 QCF Level 3: BTEC National Credit value: 10 Guided learning hours: 60 ... as personal presentation, teamwork …
PENGARUH KOMUNIKASI INTERPERSONAL CUSTOMER …
Customer service intrepersonal communication (X) has a significant and positive effect of 65.2% on costumer satifaction (Y) at Biznet Branch Jembrana Negara, while the remaining 34,8% is …
National contact center - Sedgwick
Our service support model At the heart of our customer service team are our SCRs who are thoroughly trained to assist callers – including risk management and benefits/human resources …
How to address the most frequently used selection criteria …
Customer Service High level commitment to provision of consistently high standards of client service and ability to liaise and communicate effectively with a range of stakeholders. 20 …
WVU Medicine Enterprise Customer Service Verbal …
WVU Medicine Enterprise Customer Service Verbal Communication Form *Please complete and return this form to WVU Medicine PO Box 8031 Morgantown, WV 26507* I, the undersigned, …
Intercultural Communication Competence in Customer …
The customer service representative plays several important relational roles for the customer. Customer service representatives help customers with complaints and questions, give …
Effect of communication process on customer satisfaction in …
Interaction occurs through communication contacts. Entrepreneurs should be able to create a good communication contact with customers because good communication contact is needed …
