Raving Fans: A Revolutionary Approach to Customer Service

''Your customers are only satisfied because their expectations are so low and because no one else is doing better. Just having satisfied customers isn't good enough anymore. If you really want a booming business, you have to create Raving Fans.'' This, in a nutshell, is the advice given to a new Area Manager on his first day -- in an extraordinary new business book that will help everyone, in every kind of organization or business, deliver stunning customer service and achieve miraculous bottom-line results.


Super Service: Seven Keys to Delivering Great Customer Service...Even when You Don't Feel like It!...Even when They Don't Deserve It!

Unlike other customer service books, Jeff and Valerie Gee's concise motivational book is written both for executives and managers, but for the millions of front-line workers who serve customers directly. The authors share their straightforward, proven techniques and guidelines for coping with angry customers, minimizing stress, and making customer service providers feel great about doing their jobs. In the best-selling tradition of Delivering Knock Your Socks Off Service, the authors' ''pep talk'' includes concrete tips on how to: sympathize with the customer; take a call, transfer a caller, or end a call smoothly; defuse angry customers; maintain a positive frame of mind...and more!


Branded Customer Service: The New Competitive Edge

In Branded Customer Service they link the dynamics of customer service with the psychology of brand to show how organizations can turn their service delivery into a powerful tool for establishing and maintaining a distinct brand identity. An integrated brand needs to be expressed through every aspect of the company's organizational culture -- especially the human exchange of customer service. Branded Customer Service breaks new ground by showing how to take a defined and identifiable brand and bring it to life through service delivery.


Beyond Hello: A Practical Guide for Excellent Telephone Communication and Quality Customer Service

This award-winning tutorial offers help to improve every telephone interaction a company has with its valued customers. Drawn from Davis' experiences, the book includes exercises, stories and examples of how attitude, telephone etiquette, communication styles and listening skills impact the bottom line. Each chapter contains tips to help make a great first impression, enhance customer interaction and retain and strengthen client. relationships through excellent customer service over the telephone.


The Nordstrom Way: The Inside Story of America's #1 Customer Service Company

Co-authored by top Nordstrom salesman Patrick McCarthy and based on veteran journalist Robert Spector's exclusive, in-depth interviews with the Nordstrom family, senior executives, directors, and salespeople, The Nordstrom Way offers the first inside, uncensored book about this much admired - and much feared - retail powerhouse. Working at Nordstrom is not for everyone. The authors describe a hotly competitive ''Darwinian'' culture where 35,000 employees are given freedom to either think and act like entrepreneurs or pass into extinction. In the course of their analysis, the authors isolate practical lessons that readers can apply to both their professional and personal lives, including becoming ''other-centered'' rather than ''self-centered,'' valuing the nobility of service, finding and bonding with customers, serving and keeping those customers, and giving frontline people the freedom to make decisions.


Delivering Knock Your Socks Off Service

Today's customer is smarter, more demanding, and more mobile than ever. But the third edition of Delivering Knock Your Socks Off Service - featuring the breezy, accessible style that's helped make this book a customer service classic - gives you all the strategies, techniques, and tips you'll need to satisfy and delight those online, telephone, and in-person customers, and keep them coming back.


What Clients Love: A Field Guide to Growing Your Business

Harry Beckwith is the author of Selling the Invisible and The Invisible Touch, both marketing classics. Now he applies his unparalleled clarity, insight, humor, and expertise to a new age of mass communication and mass confusion. From making a pitch to building a brand, from designing a logo to closing a sale, this is a field guide to take with you to the front lines of today's business battles. What Clients Love will help you get focused, stay focused, and follow the essential rules to success -- by doing the little things right and the big things even better.


How to Become a Rainmaker: The Rules for Getting and Keeping Customers and Clients