Cust. Servc.

Cust. Servc. - Books

The Customer Service Intervention (CSINT)

The Customer Service Intervention offers a practical, step-by-step program that will teach you how to quickly assess the effectiveness of your staff . . . launch an intervention to keep your staff service savvy . . .and seize opportunities every day to improve the quality of every customer interaction.

Price: $14.95

Author (s):

Carolyn A. Martin, Ph.D. & Bruce Tulgan

Service Pro: Creating Better, Faster, and Different Customer Experiences (SP)

This book provides a fundamental understanding of the competencies and tactics that increase customer retention and referrals. Ideal for both employees who serve customers directly or indirectly and those who manage them, this book offers lessons that will build professional competencies in the business of service.

Price: $9.95

Author (s):

INNOVATIVE THINKING, INC.

Stories They Will Remember (STWR)

Have you ever needed just the right story to drive home your message in a speech, presentation, training session or meeting? Then this book is for you.

Price: $19.95

Author (s):

Rose D. Sloat, Darryl S. Doane

Superior Client Service for Financial Institutions: Coaching Handbook 5-Pack (SCSCH)

Give your service personnel the cutting-edge skills they need to move their phone performance from “good” to “superior.” This complete training program makes it easy to teach any number of employees the interpersonal communication skills needed to create superior interactions with financial clients. While the materials focus on providing service by phone, many of the concepts translate readily into face-to-face interactions.

Price: $49.95

Author (s):

Customer Service Best Practices (BPCS)

This resource includes 38 training tools, case studies, job aids and articles that will give you solutions to improving virtually any customer service process.

Price: $89.95

Author (s):

Ron Zemke , John A. Woods

Learning Points: 100 Activities and Actions for Customer Service Excellence w/CD (LPCS)

With Learning Points: 100 Activities and Actions for Customer Service Excellence, you can be sure your employees know exactly what they need to do in any situation to provide the quality of service your company expects, and your customers deserve.

Price: $34.95

Author (s):

Peter Garber

Excuses, Excuses, Excuses (EEE)

Sick of hearing your customer service staff say: My computer is down, It's lunch time, I haven't gotten to it yet, etc. etc.. This book is an encyclopedia of what your service staff should say and do, instead. Ideal as a service coaching resource, this book provides a quick and easy solution that will improve customer perceptions about your organization and it's service personnel.

Price: $9.95

Author (s):

Darryl S. Doane , Rose D. Sloat