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Table of Contents

1. Raving Fans
2. Emotions & Customer Service
3. Great Service
4. Customer Service on the Net
5. Customer Service Training Games
6. Customer Satisfaction

Raving Fans

Raving Fans: A Revolutionary Approach to...

Jim Pattison President, The Jim Pattison Group "A great commonsense approach to customer service"

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Emotions and Customer Satisfaction

Emotional Value : Creating Strong Bonds...

Amazon.com Anyone who's ever worked any sort of service job, from the minimum-wage McDonald's cashier to the high-paid account exec, knows that the old store-policy standby "the customer is always right" is a load of bunk.

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Great Service

Delivering Knock Your Socks Off Service

This bright and breezy service primer has proven itself a big hit with front-line service providers and service managers alike! For the nearly 80% of America's workforce that provides service, this friendly tool makes sure...

Voices into Choices: Acting on the Voice...

Book Description A groundbreaking how-to resource that addresses the gap between having your customers' voices, and being able to translate their voices into tangible results. Readers will learn how to engage in a process of getting to know their customers and learning their point of view so they can responsibly take action based on their customers' preferences, align the organization around the new insight they have acquired, gain buy-in for the resulting initiatives, and make the outcome of the initiative more successful.

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Customer Service on the Net 

Capturing Customers.com

Book Description Capturing Customers.com provides detailed and straightforward explanations and useful illustrations of strategies and tactics for successful selling and marketing of products and services in today's wired world.

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Customer Service Training Games

The Big Book of Customer Service...

Book Description Following the success of the 3 previous titles in the Big Book of Business Games Series, The Big Book of Customer Service Training Games contains 50 creative activities that teach the basics of treating customers with respect.

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Customer Satisfaction

Customer Satisfaction Is Worthless,..

Amazon.com To longtime sales and customer-service pro Jeffrey Gitomer, boasting about a near-perfect customer-satisfaction rating of 97.5 percent is a major mistake. "That means 2.5 percent of your customers are mad and they're not telling you.

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